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 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.