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Government Agency Capacity Expansion

Changes in government policy required that all small businesses transition from paper to electronic tax payment. With call handling capacity of 60k calls per day, challenges due to access and system functionality caused call volume to increase to 480k per day. The vast majority of callers received a “fast busy” signal every time they called.

Zero Variance was engaged to deliver a turnkey solution to achieve a 100% daily service levels with virtually no processing errors.

Zero Variance Results:

  • Established a network of 1,500 US-based agents
  • Reduced training time from 8 weeks to 5 business days
  • Delivered 100% daily service levels
  • Saved the government $3.6MM in Training Expense

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