Client Background
颁濒颈别苍迟:听World鈥檚 Largest e-Commerce Company
Industry:听别-颁辞尘尘别谤肠别
Products or Services:聽Customer Service
Geography or Areas of operations:听滨苍诲颈补
颁丑补濒濒别苍驳别:听
- Inefficiency in handling spikes despite multiple vendors
- Lack of a strategic partner with a wide geographical presence and regional language capabilities
- Inability to transition during seasonal ramp ups
- Challenges in meeting peak season variations
- Customer experience hampered during seasonal spikes
- Business disruption risks due to pandemic
Solution:
- 91快活林 provided quick enablement of scalable infrastructure to support the volume variations
- Quick go live by seeding of resources
- Implemented flexible staffing for ramp-ups during peaks, and post peak ramp downs, by hiring a combination of tenured permanent and contractual employees
- Smooth movement from WFX to WFO by ensuring infrastructure and systems readiness in-keeping with all pandemic measures
Business Impact:
- ~400 FTEs on-boarded in 4 weeks
- Faster go live in 8 weeks
- Movement from WFX to WFO in 3 days
- Ramp of 400+ FTEs for seasonal spike
- 90% CSAT achieved
- Metrics Performance:聽
- PRR: >85.68%
- RAP: >75.37%
- Offer rate: >90.95%
- Other SLAs include AHT and NPS, which are specific to processes
