Outsourcing Case Study #3

Industry: Food and Beverage – Ontario’s Largest Pizza Delivery Chain

Situation:

A growing pizza delivery chain with over 500 locations across Canada was looking for a partner to handle Level 1 Order Taking and Level 2 Customer Service calls on their behalf in both English and French.

Campaign: Order Taking, Customer Care, Inbound

(Voice)

Objective

Provide an exceptional Customer Experience for customers and increase overall Customer Satisfaction levels (CSAT)

Duration:

October 2003 – Present

KPI Targets:  Average Talk Time, Average Revenue Per Call, Error %

Results:

Over the past 11 years, we have grown to be the premier outsourcing partner for both Level 1 and Level 2 streams of support. We have grown to over a 175 CSRs resulting in an 875% increase in overall scope. We pioneered a model that included a blend of onshore, nearshore and offshore support which translated into a 20% decrease in overall costs.