This marketplace rapidly grew to pass the billion-dollar value mark just under two years after they launched, and currently operates in thirty-six countries around the world. This gave them the coveted label of “Unicorn”, as well as the accompanying concerns of sustainability and scaling efficiently to accommodate growth.
Doing it fast and furious was not the answer
The client had been challenged in past holiday seasons with the limited timeline for staffing which had resulted in being flooded with unanswered calls, chats, and emails resulting in lost sales, revenue, and customer dissatisfaction. They needed 2016 to be a success.
The client projected they would require approximately two hundred new associates to come onto their platform, learn the systems, study problem resolution, and apply everything in a manner and standard consistent with their existing approach. The new associates must do all of this during the busiest retail period of the year. In addition, the client also needed to add seventeen personnel for a copy editorial department.
BTW…we need it all accomplished in 45 days!!!
Addressing the scaling and timeline challenge
Not only did OPSIFY meet the base requirements that the client had contracted for, the company created a robust support system as well. The system and processes created are based on TQM, LEAN, Six Sigma and COPC standards. Building customer touchpoint data capture and deep dive analytics allowed OPSIFY to rapidly improve their operational efficiency, as well as the customer contact experience. We identify the root causes of process inefficiencies and upstream errors that can lead to customer dis-satisfaction as well as lost revenue and profits for the client.The client turned to OPSIFY for assistance. OPSIFY has significant experience successfully supporting seasonal spikes in volume for industry leaders such as HR Block, Sprint, Gateway, Best Buy and others across the retail, communications, technology and financial services industries. The client reached an agreement with OPSIFY to accomplish their goals in September 2016. In order to be successful OPSIFY needed to meet three key requirements to support the client’s operations during the seasonal increase:
Hire multi-skilled agents and supervisors with the flexibility to move across multiple lines of businesses in time for the seasonal ramp-up.
Develop leaders that would train and supervise incoming associates regarding the client’s methodologies, and expectations in time for the ramp-up.
Implement a plan to ensure the necessary coaching and development was conducted in order to achieve client goals and standards during the ramp and the key holiday season.
Installing the complete OPSIFY package
The client made the decision to contact OPSIFY not only for their experience but also for their flexible, nimble, efficient and comprehensive response strategy. OPSIFY understood that It was not just about hiring the required number of trained and skilled associates, the strategy needed to include installing a foundation and the processes that included:
Developing a quartile management process to ensure improvements in operations productivity could be sustained beyond the ramp-up and throughout the holiday season.
Implementing apprenticeship programs for workforce management, quality assurance, and training departments to provide an “accordion strategy” of proper associate-support assistance ratio and a pipeline of high-potential associates.
Creating a dynamic and flexible work force management and scheduling framework that would allow associates to seamlessly move through different business lines, schedules and multiple worksites to accommodate rapidly changing client business needs.
OPSIFY was not only able to achieve the aggressive timeline, they were able to excel in the required areas of productivity and quality. OPSIFY ranked first in four key productivity and quality metrics. These metrics are:
Average Handling Time (AHT)
Chats per hour
Emails per hour
Voice Customer Satisfaction
Based on this success OPSIFY has continued to grow support across the client’s multiple lines of business and geographies.
Additionally, OPSIFY was the only one of the three suppliers the client partnered with that was able to meet the client’s need for qualified copy editorial personnel within the limited timeline. This has resulted in OPSIFY expanding the in language editorial team to support the US, UK, Japan and APAC.