How an American Retail Company Reduced Costs, Improved Performance, and Enhanced Customer Satisfaction with OneBPO.
Client Overview:
- Customer: American Retail Company
- Industry: Retail
- Services Provided: Lead Generation & Customer Support
Business Challenges:
Our client is a U.S.-based retail company that sells personalized products such as bags, tumblers, mugs, and gift cheques. Agents handle inbound calls—categorized into order or service calls—to assist customers with personalized purchases, follow-ups, inquiries, and concerns.
In 2017, the client partnered with OneBPO to address staffing challenges during their ramp season, which resulted from high call volumes and the need to maintain customer satisfaction levels. Key challenges included:
- Staffing and Headcount During Ramp Season:
Before partnering with OneBPO, the client managed an onshore team that faced difficulties in hiring agents quickly during the peak season (Q3 to Q1). Call volumes increased by 300% during this period, but the local labor market was too slow to meet the sudden staffing demand. - New Agent Knowledge and Skills Gap:
New onshore agents struggled to meet performance standards and manage high order volumes during peak periods. The complexity of the account, involving multiple tools and processes, impacted their efficiency. Additionally, the knowledge base lacked an efficient search function, causing delays in finding the information needed to assist customers. - Ensuring High Performance and Customer Satisfaction:
With rising call volumes, new agents saw a dip in performance metrics like Average Handle Time (AHT) and customer satisfaction. Customer loyalty was critical for the client, and poor call handling risked reducing repeat purchases.
OneBPO’s Solution:
OneBPO implemented several key strategies to resolve these challenges:
- Advanced Agent Pooling and an Improved Hiring Process:
OneBPO initiated agent pooling a month before the client’s peak season, ensuring a steady flow of applicants. The hiring process was streamlined by removing unnecessary screening steps, while maintaining the quality of applicants. - Hiring of Buffer Agents & Comprehensive Training Program:
A 20% buffer agent strategy was employed to offset absenteeism and trainee fallout. The two-week training program, which focused on product knowledge and account-specific processes, was enhanced to ensure agents were well-prepared. - Coaching and Monitoring Program:
An internal trainer was assigned to handle new hire and refresher training. In addition, internal quality assurance teams were set up to monitor call performance, provide coaching, and offer support for agents’ inquiries. - Improved Agent Knowledge Base:
OneBPO, in collaboration with the client, developed an enhanced knowledge base, which streamlined navigation and search functions. This improvement reduced average handle time by 10% and decreased customer wait times.
Results:
Since partnering with OneBPO, the client has achieved the following:
- Improved KPIs and customer satisfaction
- Increased product upselling
- Development and promotion of internal team members
- Reliable staffing during peak seasons
OneBPO has proven to be a dependable outsourcing partner, enabling the client to maintain high standards of service and customer satisfaction, even during peak periods.
#CustomerSupport #OutsourcingSolutions #RetailSuccess #PeakSeasonReadiness #CXExcellence #LeadGeneration #BPOPartnership #CustomerSatisfaction #BusinessGrowth #OneBPO