Case Study: Software Company boosts seasonal support and sales with TTEC

A software company optimizes customer support and drives sales, all year long

Software Company, a multi-billion-dollar tax preparation software provider, faced a major seasonal staffing challenge in its contact center. It relied on three vendors, struggled with quality control, and had years of under-investment in training. The company wanted to better manage peak demand, consolidate training with a single partner, and cut two days from its 12-day training program.

TTEC addressed the challenge with its humanify@home remote associate solution and a redesigned, hands-on training model focused on real customer issues and role-playing instead of lecture-based learning. TTEC reduced training time from 10 days to 8, cut open tickets on the busiest day by 90%, and helped drive major sales results through chat support, including 140,000+ leads, a 109% increase in conversion rates, and $51 million in live chat revenue.