Ecommerce Brand Handles Holiday Scaling with Outsourced Support
The Challenge
A fast-growing direct-to-consumer ecommerce brand experienced 400% call volume increases during the holiday season but could not justify year-round staffing at peak levels. Previous holiday seasons resulted in average response times exceeding 24 hours for email and 12 minutes for chat, leading to negative reviews, increased cart abandonment, and measurable revenue loss during their most critical sales period.
Our Solution
Call Center Communications connected the brand with an omnichannel contact center provider experienced in ecommerce retail support. The provider built a flexible staffing model with a core team of 20 year-round agents and the ability to scale to 80+ during peak periods. Agents were trained on the brand's product catalog, returns policy, and order management system. Live chat, email, phone, and social media support were unified into a single platform with consistent response standards.
The Results
“For the first time, our holiday season was not a customer service crisis. Our outsourcing partner scaled with us week to week, and our customers noticed the difference immediately.”
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