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Industry
Technology
Challenge
A software company partnered with Working Solutions needed to recruit, train, and activate nearly 4,000 seasonal agents in under 60 days to support customers while maintaining top NPS, CSAT, and brand consistency during peak tax season.
Results
Working Solutions integrated SymTrain simulations across call and chat onboarding, enabling rapid skill-building, self-paced practice, and real-time scoring. The result was the software company’s fastest ramp ever, and record-setting NPS and CSAT.
Use Case
Onboarding
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About Working Solutions
Working Solutions is an award-winning business process outsourcing (BPO) provider specializing in on-demand contact center services. Known for its commitment to innovation and quality, Working Solutions leverages a distributed workforce to provide high-performance results while maintaining a focus on agent engagement and customer satisfaction.The Challenge
A global financial technology platform, annually scales its customer support for the one of their softwares during tax season. To meet surging seasonal demand, they partnered with Working Solutions, a top-performing BPO known for its flexibility and rapid ramp capabilities and on-demand talent.
With less than 60 days to recruit, onboard, and activate nearly 4,000 seasonal agents, the technology platform's expectations were steep:
- Deliver ramp-up for both call and chat support
- Equip agents to handle high-stakes, high-emotion tax inquiries
- Hit best-in-class metrics for NPS and CSAT
- Protect the brand experience across tens of thousands of interactions
The Solution
To meet these demands, Working Solutions integrated SymTrain simulations into onboarding and nesting. In just weeks, SymTrain supported the rapid preparation of agents across both call and chat environments.
Training Scope:
- 10 total simulations launched: 5 call and 5 chat scenarios
- Simulation types included onboarding readiness, technical troubleshooting, billing, and return inquiries
- AI-driven practice and scoring enabled reps to self-correct before going live
- Visual chat simulations trained agents on tone, timing, and accuracy under pressure
- SymTrain was implemented and scaled in parallel with agent hiring, enabling just-in-time training and training without overloading trainers.
The Results
- SymTrain’s team resolved early LMS sync issues swiftly, ensuring agents had uninterrupted access to simulations.
- Self-paced practice reduced the burden on live trainers, increasing throughput without sacrificing quality.
- Simulations helped standardize agent performance at scale, critical in a seasonal model with high volume and varied skill levels.
- Top Vendor Recognition: Working Solutions was awarded #1 Partner by the technology software company for 2025 tax season performance.
- Fastest Ramp in Company History: 4,000 agents onboarded on time, with fewer escalations and higher satisfaction.
- Protecting Brand Equity at Scale: Coaching simulations ensured consistency across millions of customer interactions.
- Performance Readiness: Agents reported feeling more confident and prepared.
- Data-Driven Coaching: Usage metrics gave insight into rep readiness before day one on the floor.
See what your agents can achieve with the right practice.
