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Industry
Technology
Challenge
A leading software company scales its customer support team every year for a tax‑season peak. With less than sixty days to recruit and onboard nearly four thousand seasonal agents, the goals were clear. The team needed to ramp up both call and chat support, equip agents to handle high‑stakes inquiries, achieve top NPS and CSAT scores, and protect brand consistency across thousands of interactions.
Results
SymTrain integrated its simulations across call and chat onboarding. Agents built skills quickly, practiced at their own pace, and received real‑time scoring. The program delivered the company’s fastest ramp ever and produced record‑setting NPS and CSAT results.
Use Case
Onboarding
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About the Client
The client is a global financial technology platform known for software that helps people and small businesses manage their finances. Millions of users rely on its tax‑preparation and accounting products each year. The company is recognized for innovation and for empowering individuals and entrepreneurs to take control of their financial lives. During tax season, it scales its support operations dramatically to maintain high customer satisfaction across tens of thousands of interactions.The Challenge
This financial technology company scales its customer support for one of its software products during tax season. To meet surging seasonal demand it engaged directly with SymTrain to prepare nearly four thousand seasonal agents. With less than sixty days to recruit, onboard and activate the agents, expectations were high:
- • Deliver ramp‑up for both call and chat support
• Equip agents to handle high‑stakes, high‑emotion 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 SymTrain integrated its 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 quickly, ensuring agents had uninterrupted access to simulations. Self‑paced practice reduced the load on live trainers and increased throughput without losing quality. Simulations helped standardize agent performance at scale, which is critical in a seasonal model with high volume and varied skill levels.
- Fastest ramp in company history: Four thousand 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.
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