Case Study: Retail

Inspiring growth through retention, AHT, and CSAT wins

Fitness program leader expands geographically and increases revenue by investing in the CX

Overview

The client, a leader in health and wellness subscriptions and retail, had clear and aggressive growth plans but understood that the desired level of growth could be achieved only by providing an unforgettable, highly satisfying customer experience (CX). The client turned to HGS to reduce average handle times (AHT), improve customer satisfaction (CSAT), retain existing customers, and facilitate unparalleled growth in current and new geographies.

$6Min revenue growth in one year

2 new lines of business in the UK

46%overall improvement in AHT

Client background

The client is a leading provider of fitness, nutrition, and weight loss programs. Mention the name of this client, and you’ll be met with a healthy respect for its fitness expertise.

Business challenge

The client was looking to scale to reach 20 million-plus customers worldwide. With 800% growth in a single year and a committed focus to transform lives with a commitment to health, this market leader was looking for a business process management (BPM) provider as dedicated and fierce as the fitness products themselves. The client was looking for a like-minded partner that set the standard for excellence equally high and a partner that could help to scale the business without necessarily incurring costs/expenses at the same rapid rate.

The solution

This client’s products are delivered on a subscription basis, and B2C and B2B customers have to call in if they want to delay shipment or cancel an order.

The client engaged HGS to provide voice, chat, and email customer care; on-demand video support; as well as technical support services for US, Canadian, and UK customers from the Philippines and Jamaica. HGS’s large, distributed team of brand ambassadors provide support for 6+ lines of business to bolster this company’s vibrant retention and CX program and to inspire customers.

Whether they pertain to NPS®, CSAT, or revenues, HGS’s meetings with the client occur weekly, monthly, quarterly, and annually to ensure that we stay in lock-step with the clients goals, objectives, and ambitious plans for expansion.

HGS forged a close partnership with the client to deliberately enhance performance efficiencies, such as:

Proactive, real-time AHT monitoring
Skills-based routing
New account look-up process
Screen pops
Oracle policy automation
Daily huddles and coaching

Staffing and training follow a proven blueprint that ensures agents are matched with the roles that best suit their skills and personalities.

Multiple levels of call listening sessions — backed up by metric achievement, data analysis, and agents’ manual tracking — form the bases of all action plans.

A recognition program for brand ambassadors, call modelling sessions, and manager touch-base sessions are also in place to optimize results.

Results

HGS consistently meets and exceeds the AHT targets and has become the client’s leading partner for retention, growth, and revenue generation. HGS has enabled the client to scale, without making significant new investments in labor.

$6Min revenue growth in one year

2 new lines of business in the UK

46%overall improvement in AHT

34% retention rate for the save-the-sale target

8.95CSAT score versus client enterprise CSAT of 8.88%

Global locations

USA • UK • Canada • UAE • India • Philippines • Jamaica