With a network reach of approximately 77 million households in the United States, the retail network sells inventory in a reverse auction format. The channel primarily sells jewelry, along with fashion accessories such as scarves and handbags.
OP360 outperformed all of the other support centers including the client’s internal domestic center and two nearshore vendors located in Mexico and El Salvador. Key operational and quality SLAs were achieved within the first 90 days with their average QA score of 90% exceeding the other sites by 20%.
OP360’s ability to rapidly build a hybrid pool of remote and onsite talent skilled in both retail Customer Service and Sales expertise not only enabled an accelerated ramp timeline but also minimized the learning curve. Workforce management processes and rigor also ensured that all agents maintained a schedule adherence >95% while supporting 24/7 operations.
Through a combination of OP360’s proprietary Performance Learning and Capability Advance (CAP) coaching methodology and a real time management plan with closed loop feedback process, Customer Service, sales, and registration training and nesting time were reduced by 30% while enabling agents to exceed average handle time (AHT) SLAs within 90 days.
In 2020, COVID-19 pushed more consumers to online retail because of store closures and shoppers’ fear of contracting coronavirus in public. This surge in sales volume and consumer interaction required this retailer to increase its customer support capabilities
to meet the demand.
In addition to requiring a robust PCI compliant solution with industry knowledgeable agents, it was critical that the BPO partner was able to rapidly implement while staying in compliance with strict COVID-19 health protocols.
As a result of OP360’s consistent performance excellence, they remain the premier partner entrusted to support this client’s social media email and outbound voice customer escalation channel.
