Client
Vivobarefoot
Sector
eCommerce Online Retail
Service
Contact Centre Sourcing
Stepping in with a 134 second AHT reduction and stepping up with a CSAT rating of 96%.
Vivobarefoot operates within the fast growing niche of the sustainable footwear market, they have increased focus on technology and automation and needed a partner to accompany them on their journey.
Challenge
CCP were approached as Vivobarefoot wanted to move away from their current provider, they were looking for:
- Stronger cultural alignment
- Ability to digitise customer support function
- More cost effective
- Less UK centric provision
Solution
We initially wanted to understand why it wasn’t working. We ran an interactive workshop with the key stakeholders, identified key business objectives and proposed immediate actions that would enable Vivo to get the most from their current provider.
It became clear that the team wanted to move provider, we therefore proposed partners who could:
- Provide a cost effective solution
- Utilise technology to improve service
- Aligned to future growth markets in DACH and US
Outcome
Further to the initial implementation the team migrated and established a multilingual service for the DACH region. Common direction was established and developed through the implementation of a joint incentive scheme.
AHT across all channels has reduced by 134 seconds and in the first 6 months of the service customer satisfaction ratings reached 96%.
