Flower Delivery

INDUSTRY:

Retail, Flowers, Gifts

SITUATION:

The worldwide leader in online flowers delivery was looking for an experienced contact centre partner to provide Tier 1 Customer Care and Sales Support for its customers throughout North America, for it’s various seasonal ramps throughout the year.

CAMPAIGN:

Customer Care, Sales, Inbound (Voice)

OBJECTIVE:

Provide exceptional Customer Care support for customers and increase overall Customer Satisfaction levels (CSAT)

KPI TARGETS:

Service Level, CSAT, FCR, NPS, Quality, Credits

RESULTS:

Within the first 12 months of the project launch, we were able to exceed the KPI performance of the incumbent vendors and ramped up to an overall team of 700 agents.

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