How did a leading retailer achieve over $10 million in savings?

Based on the client’s situation, Foundever® proposed a multifaceted approach to rebuilding its CX operations that would realize initial quick wins — to lower the total cost of ownership, unlock efficiencies and protect the client’s financial position — while delivering long-term improvements and additional value through the application of data analytics and automation.

Cost savings

By developing a comprehensive workforce forecasting and scheduling system, we gained a thorough understanding of the client’s staffing needs. Using those findings, we organized a team that was primarily offshore and complemented with nearshore and work-at-home agents. This approach ensured smooth scaling during seasonal fluctuations while delivering significant cost savings through labor arbitrage. Being able to deliver part of the solution through our network of work-at-home agents also meant the client had access to talent closer to its retail and operations locations as needed.

Error rates

Using CX analytics, we identified common reasons for contact and issue scenarios, uncovering training gaps and areas for improvement. We delivered a calibrated Learning Management System (LMS), modernizing training and coaching that enabled performance improvement for agents. We achieved this by using customer insights to determine which courses and modules to prioritize. The LMS allowed us to cut existing training time by 10%.

Integration

We provided the client with our adaptable platform that combines a unified agent desktop (for a single view of each customer regardless of channel or query type), CRM functionality, cloud telephony, knowledge base, and IVR, which crucially integrates with existing applications, including the client’s instance of Zendesk and other related CRM tools.

Analytics

Through our suite of CX analytics, we initially identified all common contact drivers and secondary intentions. As data volumes grew, we were able to automate customer sentiment categories and build out proactive agent coaching dashboards — for upselling and cross-selling, as well as faster issue resolution. This has enabled the client to reduce AHT by 305 seconds for voice calls and 442 seconds for chat sessions.

Automation

Initial data and insights collection guided the deployment of an IVR that had an immediate positive impact in automating the resolution of 5% of phone calls into the contact center. Over 18 months, this reduced costs for voice contact by $2.2 million.

We added to this success with the development and deployment of a chatbot aimed at further lowering live chat contact volumes without lowering CX levels during peak demand. It could handle many common customer queries, provide recommendations and allow users to cancel orders. It’s currently handling 66% of chat sessions and to date has returned $5.3 million in cost savings.