Global BPO Scales 300 Agents in 3 Weeks to Support Tax Software Client

One of the top three BPOs in the world needed a flexible partner to satisfy their customer’s seasonal demand surge for tax season. ShyftOff's flexible staffing model provided the BPO with a scalable, cost-effective solution, ensuring top-tier performance and productivity during critical periods.

Overview

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A leading U.S.-based global BPO needed assistance managing customer service surges during tax season. ShyftOff, known for providing flexible, high-quality staffing solutions, partnered with the BPO to handle increased customer inquiries, leveraging a gig-powered model.

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Challenge

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The BPO faced a significant challenge during tax season, dealing with a high volume of sensitive customer information and requiring U.S.-based agents who pass rigorous background checks. Traditional staffing methods proved insufficient, leading to aggressive hiring and layoffs.

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Solution

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ShyftOff joined the campaign for the last five weeks of tax season, focusing on difficult-to-staff hours (4pm to Midnight EST). They onboarded over 300 remote agents within three weeks, a mix of experienced and new agents, ensuring seamless support for phone, chat, and video inquiries.

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Implementation

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ShyftOff developed a custom campaign to attract experienced agents, converted training into a self-paced program, vetted agents for security and compliance, and established a support system for real-time assistance. Their model allowed for rapid scaling and efficient agent onboarding.

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Results

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The partnership yielded outstanding results:

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