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Retail Company Exceeds KPI Goals through the Holiday Season

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Retail Company Exceeds KPI Goals through the Holiday Season

Retail Company Exceeds KPI Goals through the Holiday Season

Retail Company Exceeds KPI Goals through the Holiday Season

Industry	Retail
Desired Call Center Location	United States
Annual Inquiries	262,000
Existing Technology	Magento & Zendesk

The Challenge

After poor performance from an outsource call center partner over a busy holiday season, a major retail company reached out to Outsource Consultants in early Q1 to secure a more reliable partner for the coming year.

Like most retail organizations, their top concern was finding BPO support to maintain exceptional customer service through the inevitable Q4 spike.

Results

Increase in inquiry volume

SLA in November

QA in December

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