Senior Director Of Business Support Services
Jackson Hewitt Tax Service
"Customer experience is the most critical thing.There are lots of places you can go to get your taxes done. It's a commodity. The only thing that differentiates us is our service."
Tim Bechtold is senior director of business support services for Jackson Hewitt Tax Service where he is responsible for providing Help Desk support to more than 6,000 offices and 39,000 tax preparers nationwide, as well as responding to Jackson Hewitt’s 2 million-plus online and in-store customers’ service needs.
During his 24 years in the contact center industry, Tim has managed reservations sales operation for a major airline, run large inbound and outbound telesales programs, and directed technical support and customer service programs. His sales and support workgroups ranged from 25 to 2500 agents in single and multi-site operations in both onshore and off-shore locations.
Tim’s accomplishments include developing successful sales, support and business operations programs, covering the gamut from recruiting, training, workforce management, KPI report implementation, sales performance and employee relations. In addition, Tim powered Jackson Hewitt to win the Gartner & 1to1 Media CRM Excellence Silver Award for Customer Experience.
Tim is passionate about customer experience, and is focused on improving processes that reduce costs and boost revenue to positively impact bottom line profitability, while creating a positive, hassle-free experience for customers and employees.
Using RightNow CX, Tim and his team have been able to provide Jackson Hewitt customers and franchisees with exceptional experiences, while driving bottom line results for the company, including:
- Increase in franchise satisfaction related to support from 60% to 84%
- Inbound email decrease of 33%, and inbound call reduction of 35%
- More productive and efficient franchisees, and more tax preparers feel more confident with the new knowledge base
About Jackson Hewitt
Jackson Hewitt Tax Service Inc. (NYSE: JTX), with more than 6,400 franchised and company-owned offices throughout the United States in the 2010 tax season, is an industry leader providing full service individual federal and state income tax return preparation. Most offices are independently owned and operated. Jackson Hewitt also offers Jackson Hewitt® Online, an online tax preparation product available at jacksonhewittonline.com. The company is based in Parsippany, New Jersey.