One of the top three BPOs in the world needed a flexible GigCX partner to satisfy their customer’s seasonal demand surge for tax season. Partnering with ShyftOff, this BPO significantly scaled staff (385 FTE agents on peak days) with less effort, experienced tremendous cost savings, and increased profitability.
Staffing up to support short demand spikes is notoriously daunting for contact center leaders. For this BPO, they needed a scalable solution to support their tax software customer that has one of the most extreme seasonal demand surge of any industry. Historically, the three weeks leading up to the tax deadline yield the most customer calls.
We work closely with your team for the first 3-4 weeks to setup your on-demand workforce. We understand your staffing requirements, create risk management plans, and establish metrics for success.
Working with ShyftOff was a positive experience for our organization.
We were in a situation that required significant additional customer support urgently, due to a project rollout. Trevor and Brett were accommodating to our needs for the call volume, and they were able to scale and train their staff for our campaign in an impressive turnaround time and schedule the needed staff for the duration of the service contract.
Throughout the service period, they were available via Slack, email, and phone, and practiced consistent communication in checking in with us on any information they needed, and whenever we had a question, they came back to us promptly.
They were great to work with and sourced quality agents.