The client, a Fortune 500 leading sporting goods retailer, wanted to explore new business partners to help handle the challenges of an ever-expanding business model.
The client’s growing business required equivalent growth from their support teams and business partners. They needed to ensure expansion wouldn’t lead to erosion of their culture, and required a true teammate that believed in collaboration and strong bilateral communication. They sought a teammate who wanted to grow with them rather than a business associate who viewed their relationship as transactional.
Enter OP360, who was ready to answer the call after learning of the client’s challenges. OP360 faced significant competition and successfully secured approval to start a chat support group comprising 25 agents. This initiative, launched in the fall of 2023, included the client’s established partner as well as three other large BPO competitors. While some other challengers felt the need to staff from existing all-star agents on their roster, OP360 was confident that this was not necessary and staffed the pilot with carefully selected new hires that could demonstrate the results of the industry's best recruiting and hiring practices. To increase speed to proficiency, OP360 developed an innovative KPI dashboard using Power BI and collaborated with the client to ensure metric weighting was properly calibrated to their standards.
OP360 would be the last business partner of all challengers to go live and put heavy importance on shortening the learning curve and getting up to speed as quickly as possible. They were quickly able to match and exceed the performance levels of not only the existing partner but also the other challengers. By the end of the pilot, OP360 achieved the highest CSAT scores while utilizing appeasements and loyalty point giveaways at a lower percentage than any of the other partners. Also, it ranked #1 in Response Time and Volume Handled Per Agent. OP360 would be there when the client needed them most, and posted 100% attendance on Black Friday and Cyber Monday, answering more than 300% of standard volume by delivering overtime hours at no extra cost to the client. The client responded by authorizing additional headcount growth and is in discussion with OP360 to expand their footprint.
