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Retail Company Exceeds KPI Goals through the Holiday Season

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Retail Company Exceeds KPI Goals through the Holiday Season

Retail Company Exceeds KPI Goals through the Holiday Season

Industry Retail
Desired Call Center Location United States
Annual Inquiries 262,000
Existing Technology Magento & Zendesk

The Challenge

After poor performance from an outsource call center partner over the 2018 holiday season, a major retail company reached out to Outsource Consultants in early 2019 to secure a more reliable partner.

Like most retail organizations, their top concern was finding BPO support to maintain exceptional customer service through the inevitable Q4 spike.

Results

286%
Increase in inquiry volume
90.38%
SLA in November
93%
QA in December
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