Happy New Year and welcome to 2022. I am happy to report that as we wrapped up 2021 and move into the new year, TASC is blowing its service metrics and expectations off the charts! The biggest day for transactions and interactions is the first business day of the year. Compared to the previous peak season, we rocked it this year.
We have the metrics to prove it. Our average wait time in customer care has dropped by 80 percent over the same period last year. Because of that, our abandon call rate is too small to measure. Our average call handle time has reduced by 40 percent. The overall need for our customers to contact us is coming down as well. Our staff and our customers have climbed the learning curve of our new system and are now using all the new tools to manage their accounts. Even our problem resolutions and work orders have come way down.
Service metrics are being met, expectations are being exceeded, and best of all, people are delighted. It is wonderful to see so many positive messages coming in from the field through our sales force and our customers.
What a new day for TASC! All we went through the last two years, the changes, the building of technology, the transition, we are now reaping the benefit. All the pains that we, our customers and distributors, felt has been worth it. We all win.
The bad news in this story is that we are a little behind in new business processing. We will address that very quickly. However, the reason we are a bit behind with new business, is actually good news. It’s because the market has caught up with what we are doing with Universal Benefit Account. Our sales are going through the roof. We are winning cases with federal government agencies, states, municipalities, and private and publicly traded companies. All industries, and all sizes. It’s just like the old saying, if you build a better mouse trap, people will beat their way to your door. That is what’s happening with TASC right now. To all our customers and distributors, the message is simple: TASC is back! The future looks great, and we are greeting the new year with enthusiasm. To those that stuck with us over the last two years, you are going to be the winners. We thank you. To those who left, now is the time to take another look at TASC.
TASC CEO Blog 