Online Catalog Retailer Success Story
The Challenge
A national retailer with a catalog operation needed a call
center outsourcer to supplement customer service support during the
holiday rush -- and fast. The company had only weeks to solicit
proposals, select a provider, and ramp-up a partner as an extension
of their brand before the start of the holiday season.
The Solution
VIPdesk answered this online catalog retailer's call for help
with a custom-designed Brand Experience Management solution. With
only a month to recruit and train 100 Brand Ambassadors for the
client, VIPdesk tapped into its proven virtual call center model to
build a dispersed team of highly skilled professionals who were
passionate about the client's brand. Within four weeks, VIPdesk
scaled seamlessly into place as the company's extra hands for the
expected spike in customer activity.
The Results
The results of VIPdesk's partnership with this online catalog
retailer were immediate and also long-lasting as the relationship
has grown. VIPdesk:
- Seamlessly managed the holiday season call volume spike of
216%, month over month
- Doubled Brand Ambassador staffing for the holiday surge in year
two
- Enabled consolidation of the client's in-house call centers,
handling 67% of peak volume traffic in year two.
- Answered more than 200% of forecasted volumes during seasonal
periods when weather stresses overtaxed the client's internal
center
- Beat upsell conversion goals by 50%.
- Reduced Average Hold Time (AHT) by 30% over the first year
- Reduced shrinkage by 14% over two months with the introduction
of performance-based scheduling
Today, VIPdesk continues to support this online catalog
retailer's customer service and sales via phone and develops
ongoing best practices for its customer service functions as the
only outsourcer with which the company has maintained an ongoing
partnership.