BACKGROUNDOPSIFY recently was engaged by an ecommerce retailer to provide sales and service support during their key sales season.
THE CHALLENGEThey need it quickly. They don’t have accurate WFM data. They need 120 Agents to support multiple channels. Oh…you need to ramp up and back down in just 60 days. Additionally, the agents needed to understand a product that was of extreme importance to the Client’s customers from both an emotional and relationship perspective. We were competing against both in-house and an entrenched incumbent supplier and only had 45 days to recruit, train, ramp up and perform. Then efficiently ramp down.
THE APPROACHNO PROBLEM!
OPSIFY pulled the Project Team together and working with the Client developed the solution that resulted in:
- Achieving the staffing requirements, including the use of an “accordion strategy” of flex scheduling across multiple facilities enabling resources to rapidly move to meet customer contact demands.
- A compressed learning curve, which included OPSIFY completely redeveloping training materials and creating immersive cultural training to provide an expert consultative customer experience.
- Our WFM used analysis of prior years’ call arrival patterns, marketing spend and product delivery data to determine Enterprise wide forecasting for peak seasonality as well as full year steady state staffing projections. Our forecast accuracy exceeded the separate incumbent offshore supplier resulting in more efficient support of this key selling season.
THE RESULTSThese actions resulted in OPSIFY outperforming the existing supplier and being awarded sole sourcing provider. Our forecasting accuracy resulted in OPSIFY also replacing the offshore shared services supplier for WFM.
The transition from the existing supplier was seamless and OPSIFY now consistently performs equal to the Client’s US-based in-house center in the key performance indicators of average handle time (AHT) and first contact resolution (FCR)
OPSIFY, has now completed four Holiday Ramps for this Client in which we go from our steady state support of 25 Agents to over 200 agents in a 10 day period.
Through the use of our 3P and 5 Why analytics we are constantly refining and improving our recruitment, training, scheduling and operations practices to ensure that each Holiday is more efficient than the last. Fast, Flexible and Nimble solutions that meet the demands in today’s fast paced and dynamic global marketplace.