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Case Study

Elevating Customer Experience for Europe’s Leading Omnichannel Optician 

Client Overview

Europe’s leading omnichannel optician, founded in 2007 and headquartered in Berlin, places customer experience at the heart of its operations. The company offers a seamless and personalized eyewear journey, combining the convenience of a sophisticated online platform with the reassurance of physical retail stores. 

Through user-friendly digital experiences, expert virtual consultations, and in-store services, the client ensures tailored support at every step. While Germany remains the primary market, their commitment to high-quality service and innovation helps build a loyal customer base across Europe. 

The Challenge

To elevate customer service across Europe, the client sought a strategic outsourcing partner as a leader for growth.  One that offered both operational efficiency and enhanced customer experience.  

  • Multilingual support across voice, email, and chat 
  • Scalable operations during seasonal peaks 
  • Technical expertise to handle complex, prescription-related queries 
  • Seamless alignment with brand tone, values, and service ethos 

As an online optician, trust and precision are critical. The client needed a team that could go beyond basic support, resolving issues like damaged items or delivery delays, while confidently managing technical inquiries requiring optical expertise. 

The Summary

The DDC Group delivered a highly skilled, multilingual support operation that runs seven days a week, 364 days a year, ensuring consistent coverage without overstretching internal resources. 

To ensure brand alignment, DDC provides immersive training led by in-house subject matter experts. Agents are equipped with both customer service skills and technical knowledge specific to the optical industry, enabling them to resolve complex queries confidently. 

During peak periods, such as summer campaigns, DDC rapidly scales the team, doubling capacity when needed, while maintaining quality and responsiveness. 
  • Multilingual omnichannel support (voice, email, chat) 
  • In-house brand immersion training 
  • Expert handling of prescription-related and technical queries 




 
  • Flexible scaling to meet seasonal demand 
  • Co-developed quality assurance framework 
  • Continuous monitoring and performance optimization 

The Outcome

95

Consistent QA score performance

50

Chat volume increases, with 100% reachability maintained

11

Improvement to First contact resolution
The Impact

Driving Team Growth and Elevating Customer Experience
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Agents consistently deliver high-quality interactions across all channels 

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Customers receive faster, more accurate resolutions to complex queries 

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The client maintains a consistent brand experience across markets 

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Internal teams are freed up to focus on innovation and strategic initiatives 

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The outsourced team becomes a trusted extension of the client’s brand 

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Trustpilot scores show a noticeable uplift 

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Service levels and KPIs are consistently met or exceeded 

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CSAT scores reflect stronger customer satisfaction and loyalty 

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