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