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Case Study

Achieving 99% Omnichannel Quality Scores for a Global Retailer
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New Era Cap

A global headwear and apparel manufacturer and retailer across the USA, Canada, Europe, Asia, and Australia, which has been operating since the 1920s. Their success has led to them being the first brand in sports history to have exclusive on-field, sideline, and on-court headwear rights globally for all three major U.S. leagues simultaneously.

They emphasize authenticity, quality craftsmanship, and storytelling. It has evolved from a family-run business into a lifestyle brand that resonates with fans, athletes, and creatives worldwide. 

Our Client's Needs

Over five years ago, New Era Cap began the search for an outsourcing partner capable of managing multilingual customer service demands and handling spikes in contact volume.

At the time, customer issues were being managed by in-country account managers, which often resulted in missed communication and diverted attention from their core responsibilities. As a customer-centric brand, they decided to move to an outsourced customer service model with The DDC Group.

 

The client's objective was to create a centralized team that could manage customer inquiries across five markets and languages, ensuring timely responses and a consistently high-quality experience for both customers and the business. This strategic move not only enhanced service delivery but also allowed for a long-term partner who would maintain brand integrity and deliver exceptional service qualities they found in The DDC Group.

Solution Summary
Multi_Lingual-WB

Branded Multilingual Support

A dedicated team of bilingual agents delivering a branded experience across all European markets, supporting in five key languages. Despite operating as a lean team, they provide a personalized and consistent service that reflects the brand’s identity and values, ensuring every customer interaction is authentic.

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Scalable & Agile Operations

The team is highly experienced in managing seasonal peaks and unexpected surges in demand, thanks to scalable resources and agile processes. This adaptability ensures that service leads remain consistently high, even during periods of peaked activity driven by market trends. 

IT Outsourcing-WB

Omnichannel Customer Engagement

The team meet the customers where they are, all communications channels are open, email, chat, and social media. Ensuring a consistent, friendly, and brand-aligned experience across every touchpoint. 

Fulfillment-WB

Performance Excellence & Trustpilot Recognition

The team consistently exceeds service level agreements (SLA’s) and has earned top Trustpilot scores. Their ‘one team’ approach fosters collaboration and accountability, resulting in exceptional service that customers frequently praise in reviews. 

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A Partnership Built on Trust

This success is rooted in a strong, transparent partnership with the client by aligning closely with the client’s goals and values, the team delivers meaningful results and supports long-term growth. 

Key Success Points

99

quality across all channels & languages

98

Calls answered

98

live chats answered
identify-sources
Identified by Trustpilot as a high performer due to the significant improvement in review score.
Bilingual Support
Bilingual agents drive value by reducing headcount needed to support many markets.
All Targets
All targets exceeded

What Our Clients Say

“We’ve been working with The DDC Group for the past few years, and they’ve consistently delivered exceptional service. Their team is highly professional, reliable and always quick to respond to our customers with care and efficiency. We truly value the great work they’ve done for us over the years.”

Head of E-Commerce

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