Case Study: Tax Preparation Software Company achieves scalable, cost-efficient peak-season customer support with Liveops

Delivering optimal results during peak tax volume on demand

The #1 best-selling tax preparation software company faces massive seasonal demand—particularly January through April—and needed a trusted customer care partner that could scale certified support agents on demand, maintain performance across time zones, and remain flexible and cost-efficient on off-peak days.

Liveops deployed its VirtualFlex model—U.S.-based, certified agents available rapidly across time zones backed by clear communication and targeted learning modules—so the client could ramp up and scale down as needed. Results included exceeding staffing goals (over 100% across four quarters and 119% in 2023), delivering 152% more peak hours year-over-year, rostering 32% more certified agents for 84% more volume allocation, achieving an NPS of 68 (6 points above plan), and more than 25% cost savings versus other BPO models while meeting all client KPIs.