Retail Case Study
A digitally native jewelry retailer partnered with Outsource Consultants to simplify its CX model and unlock more revenue from inbound customer interactions.
The results: A 67% cost reduction, a 40% increase in attach rates, and $23 million in additional annual revenue.
Results
- 67%
- Cost Reduction
- $23M
- Revenue Growth
- 40%
- Attach Rate Increase
- $4.8M
- Total Savings
The Challenge
This digitally native jewelry retailer faced rising contact center costs and limited customer value per call. Their U.S. audience, primarily older women shopping via live TV, often purchased just one item per order, which capped revenue potential.
Despite strong inbound demand tied to real-time TV broadcasts, the existing CX model was not driving consistent cross-sell or upsell performance, limiting overall growth.
The Approach
Outsource Consultants helped the retailer pivot to a lower-cost, high-performance offshore support model in the Philippines. The engagement began with a rapid 40-agent pilot and scaled to more than 200 agents supporting 24/7 inbound calls connected to live TV broadcasts.
Agents were trained in empathetic selling and used rapport-driven scripts designed to better connect with the retailer’s core demographic. This approach focused on improving how agents handled cross-sell and upsell opportunities while maintaining service quality. Labor costs were kept below $11 per hour.
The Outcome
The new CX model delivered significant improvements in both efficiency and revenue performance. The retailer achieved a 67% reduction in CX costs and increased attach rates by 40%.
By generating more value from each customer interaction, the program drove $23 million in additional annual revenue. Over the course of the two-year engagement, the retailer realized $4.8 million in total savings while operating a 200-seat support model.
Results:
- 67% Cost Reduction
- $23M Revenue Growth
- 40% Attach Rate Increase
- $4.8M Total Savings
FAQs
- How do you determine whether attach-rate improvement is realistic for our environment?
We help you assess your current call center model to identify where value is being left on the table. Using benchmark data from hundreds of our BPO partners, we help leaders understand what is structurally possible before setting expectations or targets.
- What guardrails are in place to protect brand experience during an offshore transition?
Brand experience is addressed through agent selection, training design, QA structure, and ongoing performance oversight. The goal is not just cost reduction, but maintaining or improving how customers feel during each interaction through clear standards and continuous coaching.
- What internal lift is required?
Minimal. You share your goals, systems, and content then we handle the rest. Need help with QA, scripts, or reporting? We’ve got you covered.
- How is performance managed and improved?
We act as your performance translator and expert, aligning expectations, supporting the cadence you need, and keeping both sides clear, informed, and working smoothly together.
Through structured, data-driven touchpoints, we guide and facilitate interactions with the BPO, stepping in when results don’t meet expectations. Our goal is to strengthen a long-term, strategic partnership that supports your needs today and aligns with where your company is headed.
