Scaled tax advisory services from pilot to peak season
Improving speed, availability, and customer satisfaction.
Client: LegalZoom
Program: Tax advisory services + onboarding calls + tax preparation support
Pilot Launch: October 2023
Peak scale: Scaled to handle 3,000 calls; exceeded forecast by 50%
Customer outcomes: 90%+ Net Promoter Score; reduced call lead times (4 hours to 15 minutes)
Challenge:
LegalZoom sought to pilot an outsourcing model to streamline operations within its tax service offerings – starting with tax advisory and expanding into critical onboarding calls for new business owners and tax preparation.
The program demanded rapid scaling, flexible coverage beyond traditional hours, and measurable improvements in speed and quality during seasonal peaks.
What we did:
- Designed and deployed an outsourcing operating model for tax advisory services, with ongoing collaboration and continuous improvement.
- Expanded coverage to include onboarding calls for new business owners and tax preparation support as demand increased.
- Shifted to open call availability, extended support hours beyond 9-to-5, and implemented quality and performance routines to protect customer experience.
Impact:
- Speed: Reduced call lead times from 4 hours to 15 minutes and transitioned to open call availability.
- Flexibility: Extended support hours beyond traditional business hours to match customer schedules.
- Surge capacity: Scaled to handle 3,000 calls, exceeding forecast by 50%.
- Satisfaction: Achieved 90%+ NPS.
Why it worked
- Surge-ready staffing and scheduling built for seasonal spikes.
- Clear operating governance and performance management to keep service consistent while scaling.
- Continuous improvement loop with LegalZoom stakeholders to expand scope without disruption.
- A partnership posture – acting as an extension of the internal team.