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Case Study

Driving Customer Service Excellence for a Parcel Locker Provider

Overview

This client is a fast-growing provider of affordable and eco-friendly parcel locker services across Europe. Their mission is to make online shopping more convenient for everyone. From deliveries to returns, their operating model has exceptional green credentials at its core. 15 years on, they continue to grow at a rapid rate, with over 16,000 parcel lockers across Europe.

Client Needs

This client began the search for an outsourced customer service provider, moving away from the current in-house team (managed by another entity in their group), to support their ambitious growth plans. The outsourced partnership would allow them to focus on the operation and wider requirements to achieve their targets, whilst knowing the challenges of growing the customer service team would be met elsewhere. It was also important that, as the team grew, the quality of service did not suffer, and moreover continued to improve.

As much of their customer base was in the retail sector, the client also had to consider the peak season over the holiday period (Nov-Jan). The outsourced partner would need to provide the flexibility to ensure the high service standards were met whilst providing additional support over this period. To further add to the challenge, this was to be undertaken at the early stages of the national lock-down.

Solution Summary

  • The service involved voice, email, social and back-office administration.

  • Hybrid operational delivery is provided remotely in the UK with a further team providing non-voice support in Bosnia, Sarajevo.
  • Offering flexible resource coverage to the growing parcel locker estate of this client, which has more than doubled since the beginning of the partnership.
  • An extended hours service over 363 days, available from 8am – 10pm weekdays and 8am – 8pm at the weekends.
  • Further, demand on the customer service team has grown with Q1 showing a 99% increase in the volume of parcels handled by the client.
  • Agile management of resources to handle the peaks and troughs of seasonal demand.

Key Success Points

401

Increase in the volume of calls handled since campaign launch

27

Improvement in inbound completion rates

87

Improvement in calls answers within 20 seconds

74

Reduction in abandoned calls

41

Improvement in team quality

48

Improvement in average handling time

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