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Experts in their Element

Successfully Navigating a Challenging Tax Season

91K

Support Hours During Peak Season

Exceeded the initial request hours of 61,000

62.7

NPS Score

Exceeded the expectation of a score of 50 NPS, Working Solutions over 12.7 points higher.

4X

Staffing Levels

Met quadruple the staffing needs during the Super Bowl campaign with minimal notice.

TurboTax, a leading tax preparation software, encountered significant challenges during the 2024 tax season. In a stroke of innovation, TurboTax partnered with Working Solutions, the industry-leading customer support outsourcing partner, to find a solution. This case study delves into the problem TurboTax faced, the groundbreaking solution provided by Working Solutions, and the transformative impact of this collaboration.

Intelligent customer calculates her taxes

Coverage, Pricing, and Deductible Changes

With ever-evolving coverage options, we ensure your policyholders stay updated.  

Our team manages changes in coverage, pricing, and deductibles, guaranteeing your customers are always well-informed.

Premium Increase Management

When premium increases raise concerns, our knowledgeable agents step in. We assist callers with enrollee changes, address updates, coverage adjustments, and billing alterations.

Our agents excel at implementing upselling and cross-selling strategies to retain customers even in the face of premium hikes.

The Problem

TurboTax aimed to create a middle tier of tax preparation assistance, bridging the gap between product and domain support. This new tier was designed to help users who needed assistance with the product while encouraging them to use TurboTax’s complete tax preparation services. However, TurboTax faced several challenges:

Unexpected Volume: The volume of users needing assistance was much higher than anticipated, especially in the middle tier.

Staffing Issues: TurboTax needed help hiring and managing the staff to handle the increased volume.

Complex Call Types: The calls were often complex, requiring skilled support agents to handle them effectively.

Customer sorts through paperwork to find her taxing information

The Solution

Working Solutions stepped in to support TurboTax by providing flexible and scalable staffing solutions. Key strategies included:

Customer service representative helps customer with their taxes while working from home

Flexible Staffing Model

Working Solutions built a staffing model with high flexibility to accommodate the unpredictable volume of calls.
Flexible Staffing Model

Rapid Response

During peak times, such as the Super Bowl and Tax Day, Working Solutions quickly ramped up staffing levels, sometimes doubling or quadrupling the number of agents on short notice.
Rapid Response

Tiered Support

Working Solutions utilized a tiered support system, promoting their top 30% of experts to handle the most complex calls and providing additional training to ensure high-quality support.
Tiered Support

Seasonal Support

They recruited seasonal support to assist with recruiting, education, and operations during the tax season.
Seasonal Support

The Impact

The collaboration between TurboTax and Working Solutions yielded impressive results: 

Increased Staffing

During the peak season, Working Solutions provided nearly 91,000 support hours, significantly exceeding the initial request of 61,000.

High Net Promoter Score (NPS)

Despite handling the most complex call types, Working Solutions consistently led in customer sentiment, achieving an NPS score of approximately 62.7, well above the expectation of 50.

Successful Super Bowl Campaign

During the Super Bowl, Working Solutions managed to triple or quadruple staffing levels with minimal notice, ensuring smooth operations during TurboTax’s $1,000,000 giveaway campaign.

Efficient Handling of Escalations

Working Solutions managed a significant portion of escalation volumes, taking double the Tier 2 volume compared to other partners.

Flexing On-Demand

  • Forecast locked 30 days prior, flashed up same week, and flexed actuals same day.
  • Super Bowl advertising drove real-time volume.
  • Our team ensured strong staffing on critical marketing event.
  • Realtime flex request started at 5:30pm.
adherence
superbowl_staffing

The partnership between TurboTax and Working Solutions exemplifies how effective outsourcing can address unexpected challenges and improve customer satisfaction. By leveraging Working Solutions’ expertise in flexible staffing and complex call handling, TurboTax successfully navigated a challenging tax season, maintaining high customer satisfaction and operational efficiency.

Discover the Difference
Who We are

Working Solutions provides virtual contact center outsourcing that measurably improves customer experiences (CX). We deliver high-quality, all-encompassing solutions for your fluctuating sales and service needs. Our on-demand CX expertise enables you to better engage, empathize with and delight customers, wherever and whenever they interact with your brand.