The Challenge:

When tax time rolls around, this leading U.S. financial services company faces the following possible issues:

• Annual ramp requiring expansion from 50 to 500 FTEs
• High customer expectations for agent proficiency from Day One
• A high need for personnel that only lasts a few months

The Solution:

Even after 10 years of delivering this seasonal ramp, improving processes and approach are still a ResultsCX focus:

• Prepare for surge well in advance by front loading leadership
• Recruitment strategy includes bring back programs, employee referrals, university partnerships, and leveraging counter cyclical programs
• Training curriculum reviewed / strengthened yearly to ensure faster time to proficiency
• Cultivated relationships with seasonal hires through end of season town halls and regular check-ins throughout the year