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Case Study

Achieving 99% Quality Scores for Global Retailer
New Era

Summary

New Era, a leading global headwear and apparel brand, has crafted quality products since the 1920s. Operating across the USA, Canada, Europe, Asia, and Australia, New Era made sports history as the first brand to secure exclusive on-field, sideline, and on-court headwear rights for all three major U.S. leagues simultaneously.

Client Needs

Over five years ago, New Era set out to find an outsourcing partner capable of managing contact spikes across multiple languages. Previously, in-country account managers were handling customer issues, which often led to missed communications and a lack of focus on core responsibilities. Recognizing the need to prioritize both efficiency and their customer-centric values, New Era transitioned to an outsourced customer service model with The DDC Group.

Their goal was to establish a centralized customer service team to handle all customer inquiries across five markets and languages. This approach ensured swift responses while enhancing the experience for both customers and the business. By outsourcing, New Era also freed up their account managers to dedicate their time to core activities. They sought a true partner, committed to a long-term collaboration that upheld brand consistency and delivered high-quality service.

Solution Summary
  • Bilingual agents supporting diverse international markets
  • Scalable resources to manage demand surges seamlessly
  • Language options: English, German, French, Spanish, Italian
  • Handle inbound customer interactions via voice, chat, and email
  • Maintain brand consistency and tone of voice, including onsite "store" communications

Key Success Points

99

quality across all channels & languages

98

Calls answered

98

live chats answered

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