Case Study: Retail
Inspiring growth through retention, AHT, and CSAT wins
Fitness program leader expands geographically and increases revenue by investing in the CX
$6Min revenue growth in one year
2 new lines of business in the UK
46%overall improvement in AHTClient 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%
