In 2017, our client doubled the number of merchants using its eCommerce platform. This explosive growth, coupled with their continual international expansion and desire to provide 24/7 support, threatened their culture of excellence.
They had a team of in-house agents in their corporate offices in North America and Europe, and a network of remote agents. This model, however, could not be scaled easily, quickly, or cost-effectively. They struggled to keep up with their growth, worked around the clock to service their global customer base, and lost vital employee morale which resulted in high attrition.
As a company that had never used an outsourced partner, the challenge was trusting another partner to recruit and deliver the same level of performance as their internal team. We weren't just building a traditional CX program; we were building a partnership that could take a cost center into a value and profit center.
Read our full case study to find out more about how we were able to build an outsourced team that was culturally aligned and became a natural extension of their in-house team, how we utilized time zones to implement a "follow the sun" support model, and helped our client improve workforce management.