Client Success -
Retail
Improving CX with a Flexible Workforce for a Global Athletic Apparel Company
300%
Flexibility
23%
Increase CSAT
5-yr
Partnership
Share
Overview
One Fortune 100 athletic apparel company was struggling to meet customer expectations, especially during peak seasons and unplanned surges.
Relying on a brick-and-mortar contact center, they faced major service challenges due to unpredictable demand, the impact of the Great Resignation, and operational disruptions caused by the COVID-19 pandemic. They needed a solution that could scale quickly while maintaining exceptional customer interactions.
Key Challenges
Scaling Customer Support During High-Traffic Periods
A strong brand presence brings high customer expectations. During peak seasons, such as the holidays, the company’s traditional brick-and-mortar contact center struggled to keep up. Limited flexibility made it difficult to adjust staffing in real time, leading to long wait times and inconsistent service quality.
Rigid Staffing Models That Hindered Growth
Traditional contact centers require advanced hiring and training cycles, making it nearly impossible to scale quickly for unexpected surges. Hiring and onboarding employees take weeks or months, leaving brands vulnerable to service disruptions. Additionally, maintaining high headcounts year-round proved costly and inefficient when demand dropped.
Operational Disruptions Due to the Pandemic
When COVID-19 hit, in-house contact centers faced significant challenges. Many locations were forced to close, and those that remained struggled to transition to remote work. Despite available technology, most companies were not equipped to implement a remote solution quickly. This left customers waiting, service levels declining, and the brand reputation at risk.
The Liveops Solution
By tapping into our extensive remote network of experienced agents, the company was able to scale its customer support without the constraints of a brick-and-mortar model. This allowed them to respond effectively to unexpected call spikes and maintain service quality.
Navigating the Great Resignation with a Nationwide Talent Pool
While traditional contact centers struggled to retain employees, our approach aligned with the evolving workforce preference for flexible opportunities. This allowed the company to access a nationwide pool of customer service professionals who were eager to engage with the brand.
Streamlined Remote Learning for Faster Ramp-Up
Onboarding and training were critical for maintaining service quality. The company leveraged award-winning distance learning programs, ensuring agents were fully prepared to represent the brand. This included:
- Custom training modules tailored to the brand and its products.
- Interactive role-playing and gamification elements to boost engagement.
- Continuous development programs to enhance product knowledge and customer service skills.
Fostering Brand Affinity for Stronger Customer Interactions
Agents within our vast remote network were passionate about the brand, making them natural ambassadors. Liveops implemented peer mentorship programs, connecting experienced agents with new ones to share best practices and enhance the overall customer experience.
The End Result
By integrating a scalable, remote-first model, the company achieved remarkable improvements in its customer support operations. Service levels during the holiday season improved significantly, rising from 52% to 86%. The company also saw a reduction in average speed to answer (ASA), decreasing from 45 seconds to 28 seconds year-over-year, while customer satisfaction (CSAT) improved by 8% compared to all other support partners. Additionally, CSAT saw consistent monthly improvements ranging from 4% to 10% year-over-year between 2021 and 2022, totaling a 23% increase since the initial launch in 2020.
The ability to scale operations enabled the company to manage intraday spikes of up to 300% of forecasted volume, ensuring customers received timely support even during peak traffic. The company’s commitment to maintaining quality customer interactions paid off, with Liveops ranking as the top-performing outsourced provider. As a result, the company expanded its partnership by 11% year-over-year, solidifying its confidence in our scalable and efficient approach to customer service.
Why Choose Liveops for Retail?
1000%+
AI Customer Insights
analyzed thousands of interactions to enhance customer service and training.
28%
Key Takeaways
Scalable Staffing
Ability to meet fluctuating demand, including up to 300% of forecasted volume.
Enhanced Efficiency
Achieved a 34% reduction in average handle time (AHT) and a 30% reduction in customer abandonment rate (CAR).
Access to Skilled Talent
A vast remote network of experienced agents ensured quality connections with customers.
Rapid Deployment
The company launched in just two weeks to address urgent needs.
Improved Performance
Customer satisfaction (CSAT) improved up to 10% year over year.
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