Liveops outlined on Apr. 24 the critical role that quality customer support plays during tax season, based on a recent case study involving a leading tax preparation software provider. The company reported handling 460,124 calls from January 1 through April 15, with peak week alone accounting for over 71,000 calls and agent numbers increasing from an off-season base of 77 to as many as 700.
The findings emphasize that tax season is not only about managing high call volumes but also about providing clarity and confidence to customers facing time-sensitive financial decisions. Liveops said that “for the people reaching out during tax season, the experience isn’t just about getting an answer. It’s about clarity. It’s about confidence.”
According to the case study, Liveops achieved a transaction Net Promoter Score (tNPS) of 52.6 during peak season, maintained a transfer rate of just 5.4%, and resolved issues in more than three-quarters of cases (76.2%). The company said these results reflect “a support model that helped customers get what they needed with less friction during one of the busiest times of the year.” Flexibility was also highlighted as essential: after March 2, Liveops had to accept additional volume without decline options but still ended the season with no penalties—down from an initial penalty rate of twelve percent.
Preparation was another key focus area for Liveops’ success; refresher courses were provided for returning agents while onboarding and certification processes were streamlined for new hires ahead of peak periods.
The company also noted its multi-channel approach by supporting both voice and chat interactions and giving agents real-time guidance for complex inquiries.
Looking forward, Liveops stated: “Tax season support may not always get the spotlight, but its importance is only growing.” The firm concluded that effective support models can help reduce uncertainty and strengthen trust among customers navigating critical financial moments.
