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How TurboTax Scales Every Tax Season With Proven GigCX Speed and Talent

600 agents. 3 peak days. A repeatable model that will scale year after year.
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Scale Fast. Maintain Quality. Keep Costs Down.

Each tax season, TurboTax experiences a surge of customer inquiries within a compressed timeframe. Customers expect speed, clarity, and empathy. Poor experiences risk loss of loyal clients. In 2025, TurboTax needed to scale support from zero to 600 agents in a matter of days without absorbing any onboarding costs.

Milestones on the Journey

Staff planning begins, reach out to the 75% returning GigCX agents
December 2024
1
Training starts; core group of 30-40 agents start fluctuating support leading to the core 3 busy days before tax deadline
January 2025
2
The 3 days leading to the tax filing deadline with 600 GigCX agents working around the clock
APRIL 2025
3
75% of GigCX agents confirm return availability for 2026
MAY 2025
4
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Why It Worked

TurboTax’s stringent quality standards required agents with strong CX backgrounds. GigCX talent met the bar and then some, supporting users with speed, accuracy, and empathy.
Flexible scheduling kept agents engaged and available for peak intervals, including overnight.
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Key Results

In Just 12 Months, TurboTax:

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GigCX talent passed stringent quality guidelines, backed by AI scoring and first-call resolution metrics
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Open access to vetted, qualified talent meant no shift-pulling or schedule disruption.  
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75% of agents returning the next year 
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Onboarding GigCX agents comes at no cost to TuboTax, where traditional in-house costs around  $5,000USD/agent
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Key Results

In Just 12 Months, NEO Financial: 

Saved $10 million in CX delivery costs 
Expanded across 4 countries — Canada, Jamaica, Morocco, and Barbados
Improved service delivery by 40% 
Scaled support 2x faster than traditional models 
Integrated effortlessly with internal teams and workflows 
Launched first cohort significantly faster than traditional models

“It wasn’t just fast—it was cost-efficient, high-quality, and built for repeat success”

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Renelle

You can replicate TurboTax’s success.

GigCX helped TurboTax scale support faster, cheaper, and with proven quality. Start the conversation now and get ahead of your next surge.
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