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Financial services company seasonal flex Support while maintaining top performance

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0 %
capacity flex on The Arise® Platform
0 %
service hours above forecast delivered
0 %
Led all vendors in quality

Case Study Background:

In 2022, it’s estimated that 19 million taxpayers filed an extension with the IRS for their 2021 returns. And while April 15 is typically what’s termed “Tax Day” in the US, those who successfully filed an extension had until October 17 to file their taxes. This October deadline creates a second volume spike from October 1-17, in the banking and finance industry as customers reach out for help completing their taxes.

Challenge

Solution

  • man_calculator_doing_taxes

    Challenge

    A record number of tax extensions were filed in 2022, creating a surge in contact volume from people needing expert care for the largest personal tax software platform. With a myriad of post-COVID tax changes, many of the questions are very complicated and required a network of Service Partners with extensive knowledge of the tax software.

  • Customer_Experience_Enhancement_happy_customer_service_agent

    Solution

    Creating successful and delightful customer interactions begins with Service Partner support and resources. Agent knowledge is the #1 driver of customer service success and is especially important when helping people file their taxes. To ensure Service Partners had the information and resources they needed, this Arise Customer Success team started preparing months in advance. They created support resources tailored for this October deadline, with extensive detail on all post-COVID tax changes. Additionally, Arise analyzed the most frequent call types and developed highly detailed performance facilitation programs. This ensured the tax software customers received quick and accurate answers to all their questions.

Result

Service Partners on The Arise® Platform generated an overall NPS of 76, 8% above the goal during the October volume spike, leading all BPO providers. During this time they delivered a customer resolution rate of 91%, also above goal. These high-performance metrics of The Arise® Platform reflect the preparation and tailored resources that started months in advance.

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