Client
Bella & Duke
Sector
Customer Service Multi-channel Offshore Transition Online Retail Subscription
Service
Contact Centre Sourcing
How finding the right fit partner supported the brand, increased customer retention and supported business growth.
Bella & Duke produce natural raw pet food designed by nutritionists and approved by vets. They pride themselves on carefully sourcing the best ingredients from British & Irish farms, only adding an ingredient if it enhances nutritional value.
Challenge
Following significant growth, the Bella & Duke in-house contact centre needed capacity. We were asked to work with them to provide solutions which addressed:
- Limited recruitment availability
- Providing scale and flexibility
- Managing cost to serve
- Capability for transition to offshore
- Maintaining high levels of customer service
- Alignment to internal business culture.
Solution
We reviewed contact reasons, service level requirements, processes and technology. Using our proven processes we proposed best of breed outsourcers who could deliver the requirements locally or globally before supporting the team throughout the selection and onboarding process.
Outcome
Throughout the selection process we provided Bella & Duke with the tools and support to make informed decisions, they selected a partner aligned to their current requirements and their longer term ambitions.
Contact centre panel remained on hand providing ongoing support as needed.
Tushar Kaul, Chief Marketing Officer, Bella & Duke“Customer Contact Panel were instrumental in helping us identify experienced and agile contact centre agencies.
They supported in educating the agencies with our brief and shortlisting the final three. Their inputs throughout the process were most valuable to Bella & Duke as it helped shape our decision of selecting the ideal partner for us.”
