ShyftOff onboards 2000 agents and staffs hundreds of FTE on peak days
Background
One of the top three BPOs in the world needed a flexible 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.
BPO Challenges & Needs
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.
- Need a flexible model that could scale up and down to satisfy tax season volatility
- Want a staffing solution that can drastically reduce costs and increase profitability
- US-based agents with extensive background checks
- Fully-managed training, scheduling, and management of on-demand agents
- 24/7 staffing with the ability to scale on-demand support within hours notice
- Responsive and supportive agents to provide exceptional service to customers
The Results
- Saved Millions In Operational Costs, Increasing BPO Profit
- Leader In NPS Performance Across All Partners
- Increased Agent Support By 22x In 2-3 Weeks