Improving FCR with CX Services for a Leading Online Optician

Our client sought an outsourcing partner to achieve several critical objectives. Primarily, they aimed to elevate their customer service across the European market. This required a comprehensive solution capable of managing inbound voice and email communications in multiple languages, operating seven days a week, 364 days a year. Additionally, the team needed the flexibility to scale up or down to meet seasonal demands, particularly during the peak summer months. Seamless integration with the client’s brand and culture was essential.

As an online optician, exceptional customer service is the cornerstone of their mission to instill confidence in this innovative approach to purchasing glasses. Their customer support goes beyond resolving occasional issues like damaged items or delivery delays; it also involves handling complex, prescription-related inquiries that demand technical expertise. To meet these high standards, the outsourced team needed to be not only skilled but also deeply aligned with the brand's values and expectations.