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Financial services company seasonal flex Support while maintaining top performance

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capacity flex on The Arise® Platform
0 %
service hours above forecast delivered
0 %
Led all vendors in quality
0 %

Case Study Background:

In 2022, it’s estimated that 19 million taxpayers filed an extension with the IRS for their 2021 returns. And while April 15 is typically what’s termed “Tax Day” in the US, those who successfully filed an extension had until October 17 to file their taxes. This October deadline creates a second volume spike from October 1-17, in the banking and finance industry as customers reach out for help completing their taxes.

Result

Service Partners on The Arise® Platform generated an overall NPS of 76, 8% above the goal during the October volume spike, leading all BPO providers. During this time they delivered a customer resolution rate of 91%, also above goal. These high-performance metrics of The Arise® Platform reflect the preparation and tailored resources that started months in advance.

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