Predictable, measurable, and compliant operations

Healthcare is entering one of the largest workforce shortages in its history. EMSI data predicts a 3.2 million healthcare worker shortage by 2026, reflecting the scale of disruption hospitals and health systems are facing. As teams become overstretched, delays, errors, and patient dissatisfaction increase.

With IRS capacity shrinking amid budget cuts and government shutdowns, filers are increasingly turning to tax service providers to manage uncertainty. This spike, driven by seasonal demand and systemic delays, is testing providers’ ability to scale customer support under pressure.

As regional population growth and colder weather drove up call volumes, staffing lagged behind. With not enough agents to take high-stress calls such as service disconnections, billing disputes, and outage complaints, overtime work spiked, coaching fell off, and service quality declined, pushing CSAT below the industry-benchmark of 80%.

With operations spread across multiple geographies, Everise built flexibility into the client’s core staffing plan, proposing a 60/40 workforce model that blended full-time agents and seasonal staff. This gave the client a scalable way of increasing headcount quickly while still maintaining control over cost and performance standards.