Liveops released on Apr. 24 an analysis of its recent case study focusing on the demands and challenges of customer support during the 2026 tax season. The company reported that, while high call volumes are a key aspect, the true measure of effective support lies in clarity, confidence, and adaptability for customers facing time-sensitive financial tasks.
The findings are significant as they underscore how critical customer experience is when deadlines are tight and financial outcomes matter. Liveops said that from January 1 through April 15, it supported a leading tax preparation software provider by handling more than 460,000 calls, including over 71,000 calls during peak week alone. The number of active agents rose sharply from a typical off-season base of 77 to about 700 at peak.
The company noted that performance metrics went beyond just handling volume: “From January 1 through April 15, Liveops ranked as the client’s number one partner for transaction Net Promoter Score, transfer rate, and issue resolution. During peak season, Liveops achieved a 52.6 tNPS, a 5.4% transfer rate, and a 76.2% issue resolution rate.” These results reflected efforts to reduce friction for customers seeking quick resolutions under pressure.
Flexibility was also highlighted as essential in responding to sudden changes in demand or operational requirements during tax season. According to Liveops’ report: “After peak had already begun, the client increased Liveops’ volume allocation… Even with that added demand, the season ended with no penalties. Penalties improved from 12% to 6% before being fully eliminated by season end.” Preparation included refresher classes for returning agents and onboarding new ones while halving certification time.
The case study emphasized consistency across both voice and chat channels as important factors in maintaining service quality regardless of how customers chose to reach out for help.
Looking ahead, Liveops said organizations should focus not only on scaling up but also ensuring readiness so support teams can maintain trust with customers even under intense seasonal pressures.
