Case Study: Financial Services Company achieves top performance and strong customer resolution with Arise Virtual Solutions

Financial services company seasonal flex Support while maintaining top performance

Financial Services Company worked with Arise Virtual Solutions to handle a seasonal surge in tax-related customer support during the October filing extension period. With a record number of tax extensions and complicated post-COVID tax questions, the company needed scalable, expert help to support customers using the largest personal tax software platform.

Arise Virtual Solutions prepared months in advance by building tailored support resources for the October deadline and creating detailed performance facilitation programs based on the most common call types. The result was strong performance during the volume spike: Service Partners on The Arise® Platform delivered an overall NPS of 76, 8% above goal, led all BPO providers in quality, and achieved a 91% customer resolution rate, also above goal.