Project Description

E-Commerce – Email And Voice

An online marketplace of premium design goods  required a Q4 seasonal ramp between 600 to 1000% of non-seasonal core team and continue to meet KPIs.

Launch Date: May 2016

B2C

Problem
Q4 seasonal ramp between 600 to 1000% of non-seasonal core team and continue to meet KPIs.
Solution
Core team allocated as leaders to onboard and drive performance of seasonal agents to ensure strong leadership support to the team.

  • Highlights

  • Over the last three years, seasonal ramp between 600% to 1000% of steady state.
  • Able to support multiple projects aside from customer service both with core and seasonal teams.

  • Core team able to flex to leadership and support roles during ramp season

Performance

Core team allocated as leaders to onboard and drive performance of seasonal agents to ensure strong leadership support to the team.

  • Quality and CSAT are consistently above client expectations

  • SLA for different channels consistently above 98% target.

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.