Retail Case Study
A globally recognized consumer goods brand partnered with Outsource Consultants to modernize customer care while protecting a deeply sentimental brand experience.
The results: A 20% first-year cost reduction, $800K in savings, increased agent productivity, and quality assurance performance exceeding targets by double digits.
Results
- 20%
- First-Year Cost Reduction
- $800K
- First-Year Savings
- 4%
- Increase in Agent Occupancy
- 15%
- Above QA Goal Achieved
Deliverables:
The Challenge
A heritage consumer brand, known for sentimental products and a national retail presence, needed to replace an inflexible legacy BPO relationship. The existing model did not provide the agility or proactive support required to meet evolving customer service needs.
The brand required a bilingual, dual-shore contact center setup to support loyalty program members and retail store inquiries across multiple digital channels. Maintaining service quality and protecting brand equity were critical considerations while evaluating a more cost-effective operating model.
The Approach
Outsource Consultants supported the brand in transitioning from its legacy provider to a mid-market BPO with a more agile service model. The recommended partner offered bilingual, dual-shore coverage and experience supporting both customer loyalty programs and retail inquiries.
The selected BPO provided proactive workforce management and strong training capabilities, supported by a high-touch operating structure. This approach was designed to improve staffing alignment and service consistency while supporting the brand’s customer experience standards.
The Outcome
The updated operating model delivered measurable cost and performance improvements. In the first year, the brand achieved a 20% reduction in customer care costs, resulting in $800K in savings.
Agent productivity increased, with monthly occupancy improving by 4%. Quality assurance performance exceeded established targets by 15%, supporting consistent service delivery while maintaining the brand’s customer experience expectations during periods of fluctuating demand.
Results:
- 20% first-year cost reduction
- $800K first-year savings
- 4% increase in agent occupancy
- 15% QA performance above goal
FAQs
- What should success look like in the early stages of an engagement?
Early success is typically defined by stability, visibility, and performance against agreed benchmarks. A strategy call helps set realistic expectations before any commitments are made.
- 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.
- What guardrails are in place to protect brand experience during a 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.
