Our Client
A multi-brand eCommerce retailer specializing in holiday and home décor, sold directly to consumers. Recognized as one of Forbes’s best small companies, they provide inbound sales and customer service support year-round.
Telecom’s Services
Provide inbound sales and customer service support throughout the year.
The Challenge
During peak months, customer support volume increases to 40 times the normal levels, necessitating scalable and efficient service solutions to meet sales goals and maintain service metrics.
Our Approach:
- Introduced an annual “forward-looking” strategy to identify resources required to support customer demand throughout the year.
- Developed business rules, training curriculum, and protocols unique to each brand supported by our team.
- Applied phone, chat, and email support teams to allow customers to contact our client via their preferred method.
- Developed supplemental, brand-specific training content to maximize average order size through up-selling and cross-selling offers.
- Maintained a small core service team year-round to stay close to customers and serve as resident experts and team leaders during peak seasons.
- Utilized workforce management tools applied to forecast data to determine staffing requirements.
- Initiated recruiting efforts one quarter before staffing demand increases.
- Increased marketing budget to support recruitment of seasonal staff.
- Provided C-level executive oversight.
Results
- We regularly achieve sales goals and meet or exceed customer service metrics, ensuring consistent performance and customer satisfaction.
- Our partnership with the brand has been ongoing since its launch, evolving over 15 years of dedicated service and collaboration.
- Throughout this time, we have maintained our preferred vendor status with the client, supporting the brand as it has grown to become the leader in artificial tree sales.