Who is the client?
A fast-growing Australian online fashion retailer with 40 million dollars in revenue and 45% of sales occurring internationally.
The challenge
This was a case of becoming a victim of your own success. Our client was growing so fast that they started to face a major issue in handling all their enquiries in-house. This was the turning point when they decided to outsource all their customer support needs to us. What was the challenge about it? We needed to have a full team set up and running within 30 days. Spoiler alert, we nailed it!
What we did
Once we got the get go we had to figure out a way of putting together a team of 15 customer support agents in less than a month. This heavy duty team would handle all the inbound workload through email and voice channels. So our first step was to activate our in-house hiring team into sourcing the correct people and we also hired two recruitment agencies to speed things up. To get things rolling as soon as possible we sourced the first 5 agents from our own team, and started training them immediately. This group went live on the 3rd week while the whole team of 15 agents was up and running by the end of the 4th week. Just a month after going live we managed to refine the resources by working closely with the in-house team of our client. As we said before, we don’t deliver, we overdeliver!