Now Hiring: Are you a driven and motivated 1st Line IT Support Engineer?

Pharma-Based Retailer

screen-shot-2012-04-30-at-15-17-10

Scalable Contact Center Deployment

Overview

Large Pharma Based Retailer Seeks Scalable Contact Center Deployment

Client

/ 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.

Challenge

Solution

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.

Results:

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

How our services bring about success