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Case Study

Improving FCR with CX Services for a Leading Online Optician

Overview

Europe's top omnichannel optician, operating e-commerce platforms across 10 countries, over 30 company-owned stores in Germany, and a wide network of partner opticians throughout Europe.

Client Needs

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.

Solution Summary

  • Provided multilingual support from a nearshore location
  • Scaled seamlessly to handle volume spikes and enabled secure remote work
  • Delivered on-site training for full brand immersion
  • Provided expert technical support on key topics like lens thickness and pupil distance measurements
  • Hired qualified professionals in eyewear to enhance customer support
  • Managed an extended-hours team to ensure consistent service

Key Success Points

11

improvement in first contact resolution

2

growth in team size seasonally
Goals Achieved

Driving Team Growth and Elevating Customer Experience

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Successfully scaled a seasonal team, doubling its size to meet demand

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Consistently achieved service levels and KPIs

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Boosted Trustpilot scores through improved customer satisfaction

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Co-developed a comprehensive QA framework with the client

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Increased first contact resolution rate by over 11%

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Effectively managed complex query resolutions to enhance customer experience

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