Case Study: a nationwide provider of tax preparation services achieves 98% service levels with Sutherland Global Services

Tax Preparation Services Providing Company - Customer Case Study

A nationwide provider of tax preparation services struggled with managing flexible staff levels to meet seasonal demands and was hampered by running its contact center in-house. This made it difficult to focus on its core business. Sutherland Global Services was engaged to manage the company's contact center operations, providing a flexible and scalable service.

Sutherland seamlessly transitioned the customer support function, using a mix of the client's tools and its own CRM to handle inquiries. The solution included intensive agent training and a partnership focused on continuous process improvement. The results were significant, with Sutherland maintaining a 98% service level average over three tax seasons, reducing average handling time, and improving overall service quality.