Online marketplaces are constantly evolving, and businesses must provide consumers access to comprehensive and transparent information to help build trust and confidence. By doing so, they can increase sales, build stronger long-term customer loyalty, and create a better overall digital customer experience (DCX).
The INFORM Consumers Act of 2023 protects consumers from fraud and deception by requiring sellers to disclose certain information, including the seller’s identity, customer service contact information, and product warranty information.
The Challenge
Our existing Client approached Us to help update sellers on their marketplace about policy changes and ensure they comply with regulatory standards. They needed a partner with expertise in workforce planning strategies, particularly in quickly assembling teams to provide voice support and conduct outbound calls. Due to budget constraints, the Client could not hire additional staff or organize conventional training programs. With the deadline for regulatory compliance looming, it was crucial to promptly and efficiently communicate updates and information to meet regulatory requirements and ensure a safer retail customer experience.
The Answer is Us
TaskUs presented a comprehensive workforce planning and talent management strategy to deliver exceptional customer support outsourcing for the project. We focused on the following key areas:
- Assembling the Right Team:
- We handpicked an experienced team through agile workforce pooling and thorough voice assessments, and selected strong leaders to manage the team. We also assigned a project manager to oversee the operation throughout its entire lifecycle.
- Providing Rigorous Training and Preparation:
- A comprehensive training program with simulations enabled a swift transition for the team from non-voice to voice support, coupled with continuous QA support.
- Establishing a Strategy for Excellence:
- To maintain high standards, we implemented a custom internal tracker for call monitoring and customer satisfaction measurement, which was integrated into a central dashboard.
- Fostering a Strong Partnership:
- Close coordination with the Client through regular calls and on-site partner support ensured a unified approach and successful launch.
The Results
We achieved remarkable results in record time:
- Completed program implementation from pilot to launch in 18 days vs. the regular implementation of 65 days
This successful workforce pooling strategy allowed TaskUs to create a flexible call center outsourcing team that can quickly adapt to similar projects and Client requirements.
- Reviewed a total of 52,600+ sellers
- Reached up to 45.96% of sellers (Connection Rate)
- Achieved up to 32.13% Commitment Rate for compliance from sellers
- Delivered $1.8 Million Gross Merchandise Value
- Created a customized framework that the Client can use for their processes
This success served as a foundation to improve workflow capacity and create a customized Seller Trust Outbound Playbook, reinforcing TaskUs’ ability to implement effective agile workforce solutions and deliver high-quality client services.
