Delivering Higher CSAT and Customer Loyalty in Tax Support Services

Industry: Banking and Financial Services | Services: Automation, Digital CX, Business Operations

Client Overview

The client is one of the largest providers of tax preparation services in the United States, serving millions of customers nationwide. With seasonal spikes in demand, the company needed a reliable and scalable customer support model to ensure excellent service delivery during peak tax periods.

The Challenge

Scaling Support During Peak Tax Season

The client faced significant challenges in managing customer support during tax season, when call volumes surged dramatically. The existing contact center model struggled with scalability, consistency, and maintaining customer satisfaction. The company needed a partner who could deliver a high-performing, adaptable support team to meet peak demand while ensuring a seamless customer experience.

Sutherland Solution

Building a Digitally Enabled, Loyal Workforce

Sutherland partnered with the client to design and deliver a customer support model tailored to the seasonal nature of the business. Key initiatives included:

1. Recruitment and training of specialized seasonal agents with a focus on customer empathy and compliance
2. Digital enablement tools to improve agent productivity and reduce handle times
3. Ongoing performance management to ensure quality and consistency across all interactions
4. Flexible staffing models that scaled seamlessly with customer demand

The Outcome

A Stronger CX Model Built on Loyalty and Performance

Sutherland’s approach enabled the client to deliver exceptional customer experiences during the busiest tax season periods. Customer satisfaction scores improved, retention rates strengthened, and the client gained a loyal, high-performing contact center team that delivered reliable support year after year. By combining digital tools with human expertise, Sutherland created a scalable model that drives both operational efficiency and customer trust.