How OneBPO Navigated Challenges to Exceed Key Performance Indicators for a Global Wellness Brand
Initial Details
Customer: International Retail Company
Services Provided:
- Multi-Channel Customer Service
- Voice (Inbound and Outbound)
- Chat Support
- Email Support
Industry: Health and Wellness
Business Challenges
Our client, an international retail company specializing in wellness and beauty products, faced challenges with their previous service provider in meeting service level expectations. The high demand for exceptional customer service strained performance standards. In 2023, the company sought a reliable co-sourcing partner that could meet and exceed their expectations for multi-channel customer support, including voice, chat, and email services.
OneBPO’s Solution
1. Co-sourcing with Access to Support Departments
Although the client opted for co-sourcing, OneBPO extended access to its HR and IT departments. Dedicated personnel ensured quick resolutions to operational issues, enabling seamless support throughout shifts.
2. Enhanced Staffing with Industry-Experienced Agents
OneBPO recruited agents with 4–5 years of experience in retail accounts. The hiring process was tailored to the client’s needs, ensuring that agents brought specialized skills to the table. This approach resulted in higher training pass rates and greater productivity on the production floor.
3. Collaborative Problem Solving and Communication
Weekly meetings between OneBPO experts and the client’s team fostered open communication, ensuring consistent improvements in team performance, project outcomes, and operational efficiency.
Results
OneBPO’s solutions led to exceptional outcomes:
1. Exceeded Key Performance Indicators
- Customer Satisfaction (CSAT): +5% above goal
- First Call Resolution (FCR): +10% above target
- Staff Adherence: Steady 2% month-over-month improvement
- Continuous improvement in Quality Assurance scores
2. Streamlined Staffing and Onboarding
The refined hiring process ensured consistent staffing levels during ramp-up phases, aligning seamlessly with campaign demands.
3. Enhanced Employee Satisfaction
R&R activities, rewards, and team engagement initiatives boosted employee satisfaction and retention.
4. Multilingual Support Expansion
With early success, Spanish- and French-speaking agents were added to cater to broader customer demographics.
Continuous Improvement
From campaign inception to ongoing operations, OneBPO remains committed to driving efficiency and collaboration with its clients, ensuring long-term success.
Client Testimonial:
“OBPO is a good partner to us. They work with us collaboratively and have been supportive of our strategy and initiatives. We encountered challenges together and have continuously partnered to overcome them with determination.”
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