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Pharma-Based Retailer


Scalable Contact Center Deployment


Large Pharma Based Retailer Seeks Scalable Contact Center Deployment


/ Confidential
A Fortune 500 pharmaceutical retailer with headquarters in the USA and over 8,000 locations across the country sought a new communications solution that enabled their contact centers to scale with customer demand.



Large seasonal spikes made scaling of staff/agents difficult and expensive.
Implemented scalable call center solution which could adjust to seasonal volume. Fast on/off boarding.
Low CSAT scores.
Consistency across outsource and WFH agents, call routing standards.
Large WFH population.
Deployed a Contact Center solution to 500+ agents and staff.


Flexed solutions 40% over anticipated peak in minutes. 91% CSAT score achieved. Exceeded aggressive CSAT goals by 6%

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