Case Study: H&R Block improves call center onboarding and customer service with Mursion simulations

Workplace Simulations Used For New Call Center Agent Onboarding at H&R Block

H&R Block, a major tax services provider, faced a significant challenge in onboarding its late-season call center hires. These agents, hired through third-party agencies, were underperforming compared to their early-season counterparts, leading to longer call handling times and a less consistent, empathetic customer experience. To prepare these new agents for complex and emotionally charged customer interactions, H&R Block partnered with Mursion to enhance its training through personalized simulations.

Mursion built a suite of custom onboarding workshops and simulations focused on building confidence, empathy, and core issue-resolution skills for 1,600 late-season hires. The solution delivered substantial results, including a 131% return on investment for H&R Block. The company saved 4,119 hours in handling time, reduced talk and hold times significantly, and saw a 3% improvement in issue resolution. The performance gap between early and late-season hires was closed, with 94% of agents reporting they used the skills learned from Mursion on the job.

H&R Block

Kim Iorns

Director of Leadership and Learning