Case Study: a leading tax preparation software provider achieves top seasonal support performance with Liveops

a leading tax preparation software provider cuts transfers 46% with Liveops

The leading tax preparation software provider faced the challenge of scaling its customer support to handle millions of time-sensitive inquiries during the annual tax season, requiring a model that could rapidly ramp up while maintaining high service quality and adapting to sudden volume shifts. To meet this need, they partnered with Liveops for its flexible customer support solutions.

Liveops implemented a scalable support model that moved away from a traditional fixed-staffing structure. By rapidly onboarding new agents and cutting certification time in half, Liveops scaled from 77 off-season agents to 700 during peak week. This solution delivered standout results: a 52.6 tNPS (10 points above the vendor average), a 46% decrease in transfer rates, and a 76.2% issue resolution rate during the critical tax season period.