Case Study
United Way Community Programs
1-page Case Study | Real-world results | Learn how United Way handled 28,000+ seasonal tax assistance calls with a sub-2% abandon rate through real-time scheduling.
What You’ll Learn
United Way (PA 211) used AnswerNet to manage massive seasonal call spikes for VITA tax scheduling.
- Surge Support: Handled high call volumes for free tax assistance.
- Real-Time Tools: Flexible calendars adapted quickly to schedule changes.
- Community Access: Kept vital services open to local residents.
- Results: 28,000+ calls handled with under 2% abandon rates.
Outsourcing tax appointment scheduling keeps community lines open while internal teams lead local initiatives.
The Case Study
Industry: Nonprofit
Timeframe: 2022-present
Client: Our client supports local chapters and connects residents to essential community resources
Support for high-volume calls and scheduling, ensuring efficient and compassionate service for community programs
The Client
Our client is a statewide nonprofit founded in 1966. Today, the organization unites and supports 51 local chapters and affiliated organizations across Pennsylvania. It serves as a powerful advocate on regional policy issues related to education, health and financial stability, while also managing critical programs including an emergency food and shelter program.
By connecting local chapters to tools, funding and advocacy support, the client helps advance the common good and meet the evolving needs of its communities.
The Challenges
The client needed a reliable partner to manage high volumes of inbound calls related to essential programs like free tax assistance. Seasonal spikes made it challenging to keep up with demand, and internal staff required support in managing appointment scheduling and telephone answering. They also needed a flexible system for quickly adjusting to scheduling changes.
The Solution
AnswerNet has supported the client since 2022 with call center services. Our agents handle inbound calls and schedule appointments for tax assistance for callers who qualify.
In 2025, we managed more than 28,000 calls from January through April alone, maintaining an abandon rate under 2%. Our scheduling services make it easy to manage appointments, while our responsive support team ensures fast updates and continuous process improvement.
The Result
With a shared commitment to accessibility and service excellence, our partnership has delivered measurable impact:
- More than 28,000 calls handled in the first 4 months of 2025
- Less than 2% abandon rate
- Real-time scheduling for rapid response
- Strong metrics and consistent feedback loop between the client and AnswerNet
- Streamlined support that empowers internal teams to focus on impact
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