Case Study
Prominent European sports retailer enhances customer support with Ant’s omnichannel solution
Client overview
A prominent European sports retailer was looking to optimise their customer service operations. Following continued high growth, they recognised the need for a comprehensive scalable customer engagement solution that could meet the increasing demands of their diverse customer base across the UK and Europe.
Client challenge
The client faced challenges in efficiently managing omnichannel customer support across various languages and channels, including voice, email, and social media platforms. To address these challenges, they selected Ant through a comprehensive tendering process.
Our solution
Ant was chosen to revolutionise the client’s customer service operations. We devised an omnichannel approach to handle blended communications, leveraging our expertise in voice and email solutions.
- Native language speaking advisors – We initially deployed 15 native language speaking advisors to address the gap in service. The success of this initiative led to us being awarded the contract for both UK and European customer service operations.
- Rapid scaling – Within an impressive 8-week period, we expanded our team from 15 to 150 advisors. This expanded team efficiently handled customer and store communications across various channels, including voice, email, and social media platforms such as Facebook, Twitter, and Trustpilot.
- Phased transition – We meticulously planned and executed a phased transition of services. This involved providing comprehensive training on non-voice operations before extending to full omnichannel support.
Results
The collaboration between the client and Ant yielded remarkable results:
- Enhanced recruitment and retention – We facilitated faster recruitment of capable staff and significantly reduced attrition rates.
- Decreased handle time – Both phone and email handle times decreased, resulting in improved efficiency.
- Training success – 90% of new starters achieved a commendable 10 contacts (calls/emails) per hour after training.
- Client satisfaction – The client has consistently praised us, through an ongoing review process, for delivering against key performance measurements and our unwavering commitment to their brand.
Our omnichannel and multi-lingual customer support solution has not only met but exceeded the client’s expectations, showcasing the power of strategic outsourcing partnerships in enhancing customer service excellence.