Decreased call transfers by 15,000/year
+5 pts
Achieved top NPS score among all other Work at Home BPO competitors with a 5 point positive impact
Successfully ramped tax season from 22 to 600+ agents via Sitel at Home solution

Intuit is a leading developer of financial, account and tax preparation software.

Our client needed an agile partner to adapt to their seasonal business with a work at home solution. This included the need for specialized talent that could effectively handle a multitude of tax questions for important customers.

Sitel at Home™ delivered by scaling quickly with high-quality associates and performing above other client partners.

Client Objectives

  • Fulfill staffing levels to support seasonal tax ramp up and support throughout the year via an at home solution
  • Hire agents with specific skill sets to fulfill hiring needs
  • Create and deliver on high performance standards for staff and leadership
  • Drive customer resolution and satisfaction

Our Solution

  • Solution met aggressive staffing levels, with up to 10 classes per week over 8 weeks, to support seasonal ramp up, over several peaks throughout the year
  • Implemented specific skill set assessments including proficiency in desktop navigation, problem solving through role play and communication skills
  • Developed Center of Excellence for Intuit and leadership staff
  • Sitel at Home agents adhered to rigorous performance standards, exceeding client success measures and providing continuous process improvement recommendations

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