Maximizing Cost Savings and Scalability: How a Global Retailer Optimized Customer Support in the Philippines
Industry: Retail
minutes
Key Takeaways
54% cost savings by transitioning customer support operations to the Philippines.
Exceeded forecasted outsourcing by 185% to account for unexpected surges.
Scaled operations from 107 agents to 1,103 agents for major retail promotion.
100% agent retention from roster to day 1 to certification.
A global retailer sought to enhance cost efficiency and scalability without compromising customer service quality. By transitioning support operations from the U.S. to the Philippines, the client achieved substantial cost savings while benefiting from a highly engaged, certified, and compassionate network of agents.
With a seamless ramp-up process, improved retention rates, and flexible outsourcing solutions, the transition exceeded expectations, particularly during high-demand retail events.
Key Challenges
One of the primary concerns this client faced was finding a more cost-effective way to scale their customer service operations without compromising service quality. Ensuring strong agent engagement during peak retail periods, such as Cyber Monday and major promotional events, was another critical challenge.
Additionally, the client needed to establish a consistent certification process across different geographies to maintain performance standards. Lastly, scalability was essential, requiring a flexible outsourcing model capable of handling sudden surges in customer inquiries without sacrificing service quality.
Key Takeaways
54% cost savings by transitioning customer support operations to the Philippines.
Exceeded forecasted outsourcing by 185% to account for unexpected surges.
Scaled operations from 107 agents to 1,103 agents for major retail promotion.
100% agent retention from roster to day 1 to certification.
Liveops Solutions
To address these challenges, Liveops implemented a strategic cost optimization plan, shifting customer support operations to the Philippines, which resulted in a 54% reduction in costs.
Additionally, Liveops introduced a tiered model, identifying top-performing agents. These top-tier agents played a dual role by both supporting fellow agents in real-time and managing escalations. With the tiered model, Liveops ensures smooth call handling with reduced wait times.
Scalability was another significant factor, and the retailer experienced an impressive expansion from 107 to 1,103 agents in just 3 weeks. In addition to scaling up to meet the clients’ anticipated influx of calls, Liveops also stepped up to help maintain service levels when unexpected surges came in by exceeding the forecasted outsourcing requirements by 185%. Filipino agents also demonstrated higher availability and commitment, with a 100% day 1 certification show rate and strong retention throughout the entire agent lifecycle.
The certification process in the Philippines was optimized for speed, with technology-driven solutions enabling dynamic agent deployment and efficient call routing. The combination of these factors ensured that service quality remained high while dramatically reducing costs.
Key Takeaways
54% cost savings by transitioning customer support operations to the Philippines.
Exceeded forecasted outsourcing by 185% to account for unexpected surges.
Scaled operations from 107 agents to 1,103 agents for major retail promotion.
100% agent retention from roster to day 1 to certification.
The End Results
This case highlights how Liveops’ call center solutions in the Philippines provide clients with both cost-efficiency and high-quality customer support. By leveraging a skilled network of Filipino agents, Liveops enabled the client to significantly reduce expenses while maintaining exceptional service standards.
Outsourcing to the Philippines with Liveops proves that businesses can enhance operations without compromising quality or customer satisfaction. With higher agent retention and engagement, the client gained a more stable and experienced support network, improving overall efficiency and customer experience.
Liveops is ready to meet the unique needs of every client with tailored solutions. Whether scaling for peak demand or optimizing operations, our flexible approach ensures outstanding customer experiences at every touchpoint.