CASE STUDY

Employee Experience and CX Services for a Retail Sports Brand

Employee Experience and CX Services

Client Overview

Retail Brand Customer Success Story

Our client is a sports clothing and equipment brand that partners with schools to ‘elevate the student experience’ by removing the hassles related to purchasing uniforms, equipment and spirit wear, and anything else their athletic program may need.

The Challenge

Experienced outsourcer required with the ability to blend their employee experience programme and best practices directly into the client’s operation, ensuring to ‘elevate the student experience’

The client needed a seamless extension of existing service provided
A need for expert customer service associates with multiple disciplines/skill sets

The Solution

Step 1

Large scale customer service operation established in South Africa

Step 2

28+ associates servicing the clients customers in support of:

Step 3

Items ordered, Processing and management of refunds, Tracking of orders & Facilitation of replacements for damaged items

Customer experience services including:

The Results

98%

Exceed 98% SLA month on month with 0.1% as abandoned calls

95.5%

Quality Score of 95.5% YTD

20

Ramp up of additional 20 agents underway in preparation for peak season