Project Description

E-Commerce Retail – Email

A popular know social media marketing retail company required fast growth in a short period leading to an upgrade in internal systems and 70% seasonal ramp.

Launch Date:

October 2017

B2C

Problem
Fast growth in a short period of time leading to upgrade in internal systems and 70% seasonal ramp.
Solution
Worked directly with the vendor on the new system upgrade and built reports to increase visibility and streamline processes. Our workforce team utilizes historical data to forecast upcoming volume increases to plan ahead so that we always meet the demand while meeting month over month KPIs.

  • Highlights

  • Ranks # 1 in Performance across the network.

  • Led a collaborative team of client, PWC, and Collective Solution leadership to support the client transition from Zendesk to Salesforce, which included streamlining processes and building new reports.
  • A seasonal ramp of at most 70% of steady state FTE.
  • Cross-Sites services for 24/7 customer support.
  • Multi-Channel support (Email/Chat/Voice).

Performance

We worked directly with the vendor on the new system upgrade and built reports to increase visibility and streamline processes.  Our workforce team utilizes historical data to forecast upcoming volume increases to plan so that we always meet the demand while meeting month-over-month KPIs.

  • Month over month over delivery on Key Performance metrics

We seamlessly enhance your enterprise.

Collective Solution, founded by entrepreneurs, provides a personalized call center experience tailored for business growth. With nearly two decades in operation, we simplify scaling customer service by managing complex operations. Our seasoned, dedicated team delivers cost-effective solutions without compromising operational excellence. We seamlessly integrate with our clients’ company culture, prioritizing high-quality service and fostering confidence. Ensuring a consistently positive experience for both clients and their customers is vital to our success.

  • Tailored Solutions For Every Client – We provide tailored customer service and revenue growth strategies, specifically crafted to address the individual requirements of every enterprise.

  • Entrepreneurial Mindset – Our entrepreneurial mentality ensures that we tackle every client’s obstacles with ingenuity, innovation, and a resolute drive for success.

  • All-Hands Approach – Utilizing an all-hands approach, our entire team is devoted to delivering outstanding customer service and fueling revenue growth for our clients.

Inbound

Our inbound customer care provides responsive solutions for all business sizes. Prioritize client needs with dedicated or shared agents delivering exceptional call experiences. Focus on meeting customer demand as we seamlessly extend your business.

Outbound

Our outbound customer service empowers businesses to improve relationships and sales. We collaborate to fortify customer bonds, drive sales, and elevate service reputation, treating clients as our own.

Back Office

Our Back Office support optimizes operations and productivity by managing contracts, invoices, payment tracking, and verifying online applications. We handle crucial tasks, letting businesses focus on core objectives and success.

Human-Assisted AI

With Human Assisted AI, we merge AI and human expertise, streamlining operations and decision-making. Services include NLP, predictive analysis, RPA, chatbots, and contract/information management for business growth and success.