Case Studies Archives - OP360 https://www.op360.com/insights/case-studies/ A better way to outsource Fri, 31 Oct 2025 12:52:18 +0000 en-US hourly 1 https://www.op360.com/wp-content/uploads/2024/10/OP_ico.ico Case Studies Archives - OP360 https://www.op360.com/insights/case-studies/ 32 32 Mastering Online Community Safety https://www.op360.com/case-studies/mastering-online-community-safety/ Fri, 26 Sep 2025 09:41:40 +0000 https://www.op360.com/?p=54288 Mastering Online Community Safety How OP360’s strategic partnership built community trust and enabled global scale Higher Efficiency vs Client Target 5 % Voluntary Attrition % Headcount Growth in 1 year 140 + The Challenge A global leader in the gaming and entertainment industry needed a content moderation partner to safeguard its massive online community. The […]

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Mastering Online Community Safety

How OP360’s strategic partnership built community trust and enabled global scale

Higher Efficiency vs Client Target
5 %
Voluntary Attrition
%
Headcount Growth in 1 year
140 +

The Challenge

A global leader in the gaming and entertainment industry needed a content moderation partner to safeguard its massive online community. The client required a solution that not only mastered complex online safety policies and exceeded strict KPIs but also built a resilient team to support strategic global expansion.

Solution

OP360 launched a team in Colombia with a “people-first” culture, achieving unprecedented stability. We developed a collaborative train-the-trainer model to rapidly launch a second global site in the Philippines, ensuring operational and cultural alignment.

We implemented a robust QA calibration process, achieving full scoring independence and exceeding client quality standards within 90 days. OP360 provided flexible staffing for additional languages, proving scalability and leading to a formal service expansion.

Results

  • 200% Headcount growth in 12 months
  • 38% Higher efficiency than client's target
  • 2% Voluntary attrition - exceptional team stability

We quickly established a new benchmark for trust and performance. Within the first year, our success in exceeding the client’s quality and scalability expectations led to a significant expansion of the relationship into new languages and geographies. This solidified our role as a trusted partner in the client’s global growth strategy.

Picture of Tom Moskal

Tom Moskal

Vice President of Global Client Services; Tom’s extensive experience in the customer service industry ensures that each and every client relationship at OP360 is successful and always equipped for growth. Tom’s career in outsourcing spans 17 years, throughout which he has held a number of roles, including Customer Service Representative, Supervisor, Contact Center Manager, and Account Manager, before heading OP360’s talented Client Services team.

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]]> No Investment. All Impact. https://www.op360.com/case-studies/no-investment-all-impact-8flow/ Mon, 22 Sep 2025 12:11:13 +0000 https://www.op360.com/?p=54247 No Investment. All Impact.​ How OP360 Delivered Tangible Results for a Leading National Sporting Goods Retailer with 8Flow increase in agent productivity + 5 % more chats resolved + 8 % manual hours saved 140 + Overview A Fortune 500 retailer partnered with OP360 to unlock greater agent efficiency and deliver faster customer resolutions—all without […]

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No Investment. All Impact.​

How OP360 Delivered Tangible Results for a Leading National Sporting Goods Retailer with 8Flow

increase in agent productivity
+ 5 %
more chats resolved
+ 8 %
manual hours saved
140 +

Overview

A Fortune 500 retailer partnered with OP360 to unlock greater agent efficiency and deliver faster customer resolutions—all without investing time, money, or IT resources. By deploying 8Flow, our AI-powered workflow intelligence platform, OP360 transformed frontline operations and delivered measurable results in just six weeks.

The Challenge

The client sought to improve productivity and customer experience without adding internal burden. Existing workflows created inefficiencies, with agents losing valuable time to manual processes, repetitive searches, and inconsistent use of the knowledge base. Leadership needed a hands-off solution that could quickly demonstrate impact.

The OP360 Approach

At OP360, we believe clients shouldn’t have to choose between innovation and simplicity. With 8Flow, we managed every step—from vendor contracting to frontline training and workflow redesign.

Zero Effort from the Client

No setup, no cost, no IT involvement required.

Hands-Off for the Client. Hands-On from Us

We took ownership of implementation, training, and optimization.

The OP360 Difference

We lead the technology so our clients can focus on results.

8Flow delivered:

Real-time workflow visibility

for Team Leads and WFM, driving live productivity interventions.

Actionable QA insights

by analyzing agent cohorts, revealing that 32% of flagged chats contained incorrect resolutions (often tied to KB issues), while 60% needed coaching to streamline lengthy responses.

Smarter coaching initiatives

that improved accuracy, shortened response times, and optimized KB usage.

Automation of high-frequency workflows

saves 1.33 hours per agent each week.

Result

The impact was fast and undeniable. Within just six weeks, OP360’s deployment of 8Flow drove a 14% increase in chats closed and an 11% lift in agent productivity, powered by real-time workflow visibility and targeted coaching. By automating repetitive, high-frequency tasks, we unlocked an average of 1.33 hours saved per agent each week, freeing frontline teams to focus on higher-value interactions. Deeper analysis revealed clear opportunities for improvement: 38% of chats were flagged for QA review, with coaching initiatives reducing lengthy responses in 60% of cases and correcting knowledge base misuse or inaccurate responses in 32% of cases. Together, these insights and actions translated into measurable efficiency gains, faster resolutions, and consistently better customer outcomes.

Why It Matters

By combining people-first support with cutting-edge automation, OP360 delivered all the outcomes—without the burden. The client’s team now benefits from more intelligent workflows, faster resolutions, and higher agent productivity.

Let’s Elevate Retail Together

Ready to see how we help leading retailers unlock efficiency, boost agent productivity, and deliver faster customer resolutions—without added investment? Learn more about our approach to retail outsourcing solutions and how we can create impact for your business.
Picture of Michael O'Neil

Michael O'Neil

Senior Vice President for Strategic Account; As an engineer with a consultative mindset, Michael brings a unique approach to problem-solving and client engagement. An effective and persuasive communicator with strong interpersonal and management skills, his career spans over 30 years, making him a recognized motivator and mentor in his field. His expertise focuses on developing solutions through innovative and imaginative strategies designed to achieve maximum benefits for his clients. When he isn’t busy helping companies thrive, Michael enjoys a good round of pickleball.

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]]> Increase Efficiency Reduce Spend https://www.op360.com/case-studies/transforming-complex-operations-for-a-national-law-firm/ Tue, 08 Jul 2025 15:49:47 +0000 https://www.op360.com/?p=52817 A leading national law firm partnered with OP360 to scale while achieving cost savings through strategic workforce optimization

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Increase Efficiency Reduce Spend

A first-time outsourcing success story that redefines what’s possible

annual savings
$ 0 M
FTEs across 28 lines of business
600
case volume growth
1000

The Challenge

A leading national personal injury law firm had built their success the traditional way—keeping their dedicated support team in-house. However, as their practice expanded, so did the challenges. They found themselves at a crossroads: continue scaling domestically with escalating overhead costs, or take a strategic leap into partnership.

When they first contacted OP360, outsourcing was uncharted territory for them. Yet they recognized that sustainable growth required a different approach. After careful consideration, they made the decision to entrust OP360 with their most mission-critical operations—spanning software development, data analysis, regulatory compliance, and financial accounting.

Solution

What makes this partnership work isn’t just cost efficiency—it’s adaptability. We developed a flexible staffing model that scales with their business rhythms, increasing capacity during peak periods and optimizing resources during slower times. Our collaborative training curriculum and comprehensive knowledge base system ensure that quality never wavers, regardless of volume.

From 10 FTEs, we grew to 1000+ across 28 lines of business.

Results

Scaling Legal Operations to New Heights

Optimization

The client saw a 1,500% increase in cases processed from March 2022 to March 2025, through efficient categorization of cases for in-house handling versus referral opportunities

Revenue opportunity

In personal injury law, referral fees typically range from 25-33% of attorney fees. When a single referred case can generate $25,000 to $33,000 in referral income, proper screening becomes a profit center worth millions annually.

Revolutionizing Demand Drafting Through Strategic Workforce Optimization

Cost savings

Annually, the firm saves $2.48 million in demand letter drafting work, as we manage 35 full-time employees delivering high-quality work at $15-$18/hour (vs the client’s case managers previous rate of $43-$52/hour)

Workforce efficiency

The clients’ case managers get to focus on what they do best—building client relationships and driving case strategy.

Reinventing IT Support

Reinventing IT Support

45% cost reduction on internal IT support: Previously set at $23.89/hour, this now runs at $13 per hour through our service desk team—without compromising response times or technical expertise.

Beyond Cost Savings: Strategic Partnership

This isn’t just a legal operations outsourcing success story—it’s a tale of transformation. We didn’t simply take over tasks; we reimagined processes, optimized workflows, and created new revenue opportunities. Our closing statements team now manages all firm financial documentation, providing the backbone for tracking and optimizing this substantial revenue growth. The key differentiator: our agile workforce model that scales specialized expertise up or down based on real-time demands, ensuring the firm always has the right technical and professional support exactly when they need it.

Picture of Tom Moskal

Tom Moskal

Vice President of Global Client Services; Tom’s extensive experience in the customer service industry ensures that each and every client relationship at OP360 is successful and always equipped for growth. Tom’s career in outsourcing spans 17 years, throughout which he has held a number of roles, including Customer Service Representative, Supervisor, Contact Center Manager, and Account Manager, before heading OP360’s talented Client Services team.

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]]> Cost-Cutting Without Compromise https://www.op360.com/case-studies/cost-cutting-without-compromise/ Mon, 05 May 2025 11:34:30 +0000 https://www.op360.com/?p=50380 BetterNight, a sleep health solutions provider, faced significant operational challenges with their previous customer service model.

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Cost-Cutting Without Compromise

35% – 45%

Cost Reduction

Moved US-based operations to the Philippines and Colombia

84%

Abandon rate reduction

For Voice calls

80%

Increase in capacity

For bilingual

(English/Spanish) support

BetterNight, a sleep health solutions provider, faced significant operational challenges with their previous customer service model. Looking to improve efficiency and scale their operations, they partnered with OP360 to implement an innovative approach in order to overcome critical staffing and operational challenges. 

The Challenge

BetterNight encountered significant obstacles with their previous staffing approach:

1

High onshore attrition: The company struggled with constant employee turnover in their US workforce. This created a persistent cycle

2

Bilingual staffing difficulties: Finding and retaining qualified bilingual (English/Spanish) staff was particularly challenging in the US market.

3

Business continuity issues: Their previous outsourcing relationship had deteriorated over time. With operations concentrated in congested urban areas like Manila, natural disasters such as typhoons could leave them short-staffed for extended periods, creating significant service backlogs.

4

Resource-intensive training: The constant need to train new employees was disruptive to BetterNight’s core operations, as it required substantial input from their onshore team.

 

The Solution

OP360 offered BetterNight a comprehensive solution with several key components:

1

Strategic location: Unlike traditional outsourcing providers, OP360 established call centers in less congested areas, minimizing disruptions from traffic and other urban challenges.

2

“Bench staff” model: OP360 implemented a staffing approach that maintained extra trained personnel ready to step in during periods of absenteeism, ensuring consistent service delivery.

3

Specialized teams across multiple locations:

  • A team in Colombia handling 100% inbound English and Spanish calls
  • A team in the Philippines primarily focused on back-office administrative tasks and data processing, with additional training to supplement inbound call handling when needed
  • Benefits verification services across locations

 

4

Robust implementation process: OP360 deployed a comprehensive implementation team with dedicated project managers who kept the transition on track, impressing BetterNight’s management team.

The Results

The partnership between BetterNight and OP360 delivered significant improvements in cost savings, productivity and scalability.

Savings:

  • 35% - 45% cost reduction achieved by transitioning from US-based operations to the Philippines and Colombia 
Productivity:
  • 35% increase in daily processing capacity for inbound referrals
  • 28% increase in answer rate for Voice
  • 26% increase in daily productivity due to supplemental staff (no need to over hire to cover for sick, vacation, etc.)
  • 84% reduction in abandon rate for Voice

Scalability:

  • Successfully expanded team from 0 to 20 staff members within 60 days, from hire to full productivity
  • Ability to handle 150% phone volume increases during peak times
  • Reduced internal trainers' time for new hires by transitioning training program to OP360
  • 80% increase in bilingual (English/Spanish) support capacity

“Implementation has really been a pain point for us in a lot of different areas–and my team was really impressed with OP360’s implementation process. You guys had an army, and they were really good. Project managers that kept everybody to task, and they did well.”

– Robert Bovee, VP, Operations, BetterNight

Picture of Tom Moskal

Tom Moskal

Vice President of Global Client Services; Tom’s extensive experience in the customer service industry ensures that each and every client relationship at OP360 is successful and always equipped for growth. Tom’s career in outsourcing spans 17 years, throughout which he has held a number of roles, including Customer Service Representative, Supervisor, Contact Center Manager, and Account Manager, before heading OP360’s talented Client Services team.

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]]> CX Excellence Cost Efficiency https://www.op360.com/case-studies/transforming-customer-experience-for-a-multi-state-medical-aesthetics-company/ Wed, 05 Feb 2025 14:19:01 +0000 https://www.op360.com/?p=47923 OP360 solved several operational challenges for a large personalized aesthetic services company in North America, impacting their growth and market leadership.

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CX Excellence Cost Efficiency

Reduction in Average Handle Time (AHT)​
Increase in Conversion Rates from Q1 to Q4 2024​

The Challenge

Key challenges included managing high call volumes with inconsistent customer handling during consultations; inefficient lead management processes; and the need to reduce average handling time (AHT) without compromising the quality of customer interactions. Additionally, maintaining consistent quality assurance (QA) across teams proved challenging as the business scaled.

Solution

In partnership with OP360, the company implemented a comprehensive transformation strategy focused on three key areas:

Team Optimization​

Dedicated Aesthetic Advisor (AA) teams were formed and specifically trained to handle inbound consultations and lead qualification. They were complemented by specialized Dialer and Concierge teams that streamlined appointment scheduling and follow-up processes, ensuring a seamless customer journey.​

Process Improvements​

OP360 developed customized call scripts that perfectly aligned with the client’s brand voice while implementing enhanced training programs focused on empathetic and effective client interactions. A real-time QA feedback system was established to continuously align performance with Ideal Image’s strategic goals.

Technology Enhancements​

The solution integrated advanced CRM systems, providing agents with comprehensive visibility into lead and client information. These sophisticated analytics tools enabled data-driven tracking of call performance and identified precise coaching opportunities for continuous improvement.

The Results

The most striking outcome was the dramatic improvement in conversion rates, which more than doubled from Q1 to Q4 2024. This achievement resulted in an increase in the client’s revenue by 233%–demonstrating the effectiveness of the optimized sales approach and enhanced customer engagement strategies. ​

 

Through careful script optimization and process improvements, the partnership achieved a remarkable 50% reduction in AHT. Additionally, streamlined communication between internal and external teams significantly reduced escalations, leading to more efficient operations overall.

 

Looking ahead, the client is exploring opportunities to further leverage OP360’s capabilities for outbound sales across multiple languages. OP360 is positioning AI-driven solutions to accelerate sales performance and optimize cost management, ensuring continued growth and efficiency improvements. The partnership maintains a steadfast focus on enhancing customer engagement and boosting retention rates, with both organizations committed to driving continued success in the aesthetic services market.​

Picture of Tom Moskal

Tom Moskal

Vice President of Global Client Services; Tom’s extensive experience in the customer service industry ensures that each and every client relationship at OP360 is successful and always equipped for growth. Tom’s career in outsourcing spans 17 years, throughout which he has held a number of roles, including Customer Service Representative, Supervisor, Contact Center Manager, and Account Manager, before heading OP360’s talented Client Services team.
Book a Discovery Call

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]]> Scale Smarter Dual-Site Delivery https://www.op360.com/case-studies/enhancing-efficiency-through-dual-site-solutions/ Tue, 22 Oct 2024 08:14:34 +0000 https://www.op360.com/?p=45905 How we helped the largest US restaurant association improve service levels and exceed customer expectations.

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Enhancing Efficiency Through Dual-Site Solutions

Performance Rate vs 80% Target
CSAT vs 90% Target
QA vs 85% Target

The Challenge

The largest restaurant business association in the US struggled with consistently low service levels that failed to meet customer expectations–hence the need for the group to have a strategic partner that could enhance their customer service operations while maintaining cost efficiency. The situation demanded immediate intervention to improve service delivery, optimize operational costs, and establish reliable support infrastructure.

Solution

OP360 designed and implemented a comprehensive solution that began with operations in Barranquilla, Colombia. The initial focus was on achieving an 80% Service Level Agreement through intensive training programs. Following successful implementation, OP360 expanded its role by taking over training responsibilities from the client’s in-house team, introducing a specialized three-day customer experience bootcamp focused on soft skills, positive positioning, and active listening.

To enhance business continuity and disaster recovery capabilities, operations were extended to the Philippines five months later. This strategic expansion enabled a tiered pricing structure that optimized costs while maintaining service quality. The solution evolved further with the launch of Tier 2 support and the implementation of additional communication channels including chat and SMS support services.

The Results

The partnership has delivered remarkable improvements across all key metrics. Service levels have consistently exceeded the target of 80%, reaching a sustained 89% performance rate. Customer satisfaction (CSAT) is at 94%, while Quality scores are at 89%. The implementation of the dual-location strategy has proven highly successful, with attendance reliability maintaining above 92%.

Cost efficiency has likewise been a significant achievement, with average costs remaining at or below monthly estimates. The implementation of tiered pricing has contributed to substantial cost savings, without compromising service quality.

Picture of Tom Moskal

Tom Moskal

Vice President of Global Client Services; Tom’s extensive experience in the customer service industry ensures that each and every client relationship at OP360 is successful and always equipped for growth. Tom’s career in outsourcing spans 17 years, throughout which he has held a number of roles, including Customer Service Representative, Supervisor, Contact Center Manager, and Account Manager, before heading OP360’s talented Client Services team.
Book a Discovery Call

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]]> Achieving First Call Resolution Excellence https://www.op360.com/case-studies/achieving-first-call-resolution-excellence/ Tue, 22 Oct 2024 06:41:30 +0000 https://www.op360.com/?p=45867 Meal kit service improves first-call resolution performance and achieves consistent FCR targets.

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Enhancing First Call Resolution: Overcoming Challenges and Achieving Success in Open Web Messaging

A meal kit delivery service needed to address issues surrounding adherence to its First Call Resolution (FCR) targets, as well as achieve consistent FCR performance across different brands.

Next

Back to Landing

First Call Resolution
vs 86% target
0 %
Drop in Repeat
Contacts
0 %
annual cost
savings
$ 0
Book a Discovery Call

Challenge

The client faced low First Call Resolution (FCR) in its Open Web Messaging line of business, which failed to meet the target of 86% due to issues such as disconnection, inactivity, and product delivery problems. Additionally, there is a need to achieve consistent FCR performance across different tenure groups and contact drivers.

Solution

To address the client’s challenges, OP360 implemented a comprehensive solution that included structured macros and spiels to effectively address frequent customer concerns and reduce return contacts. An FCR Dashboard was created to enhance the visibility and monitoring of performance metrics.

Additionally, the team focused on targeted coaching and feedback sessions for agents scoring below 80% in FCR. To further improve outcomes, return interaction audits were conducted to identify and address specific drivers of low FCR

Results

The team successfully met the First Call Resolution (FCR) target for four consecutive weeks; by week 39, the team had reached 88% for Open Web Messaging. Notably, when excluding disconnects and inactivity, the adjusted FCR was an impressive 92%. This enhanced performance has also led to cost reductions for the client, with a 2-3% drop in repeat contacts, saving them $50,000 annually.

The use of structured macros and spiels has proven itself effective in addressing common customer concerns and preventing return contacts. The FCR Dashboard plays a crucial role in performance management, helping the team prioritize areas that require improvement. Additionally, focused agent support through coaching, feedback, and targeted action plans—derived from data gathered during return interaction audits—ensures that agents are equipped to enhance their performance and improve overall FCR metrics.

Picture of Tom Moskal

Tom Moskal

Vice President of Global Client Services; Tom’s extensive experience in the customer service industry ensures that each and every client relationship at OP360 is successful and always equipped for growth. Tom’s career in outsourcing spans 17 years, throughout which he has held a number of roles, including Customer Service Representative, Supervisor, Contact Center Manager, and Account Manager, before heading OP360’s talented Client Services team.
Book a Discovery Call

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]]> AI Transforms Workforce Management Success https://www.op360.com/case-studies/ai-transforms-workforce-management-success/ Tue, 11 Jun 2024 06:09:21 +0000 https://www.op360.com/?p=40570 Online retail leader leverages AI solutions with OP360 to transform workforce management into a competitive advantage.

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Adaptive Workforce Management Solutions

AI-powered solutions from OP360 and Alvaria transform workforce management challenges into operational highlights for online retail leader.

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Schedule adherence improvement
0 %
Hours of agent call time boost
0 +
Increased productivity, up 39 bps
0 %

Next

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How AI-driven WFM technologies revolutionize operations

Online retail leader partners with OP360 to deploy cutting-edge AI solutions from Alvaria, turning workforce management headaches into a competitive advantage.

Background

A leading online retailer sought to leverage AI to optimize agent staffing, increase efficiency, and enhance the customer experience through improved agent availability.

Challenge

As agent staffing grows, so does the complexity of ensuring optimal staff availability to meet customer needs. The retailer recognized that efficient staff scheduling and attendance management, powered by AI, were critical to delivering exceptional customer service. They turned to OP360, a leader in AI-driven operational management, for a solution.

Solution

OP360 swiftly implemented Alvaria's AI-powered, out-of-the-box solution addressing employee scheduling, labor forecasting, attendance monitoring, performance management, and labor law compliance. Alvaria's Real Time Optimizer, functioning as a real-time virtual agent assistant, completed activities that positively impacted key performance metrics:

- Automatically monitored agent idle time and delivered training, coaching, and off-phone tasks when service levels could best accommodate, streamlining communications.

- Boosted agent morale with automated delivery of surprise breaks and wellness breaks, increasing agent satisfaction and engagement.

- Automatically found the right time to connect agents with supervisors, ensuring individual coaching was completed while protecting service levels.

- Consistently prompted agents with a helping hand when they exceeded thresholds for talk, hold, or after-call work times, enhancing call handling.

Results

OP360 implemented an AI-driven Adaptive Workforce Management (WFM) solution, powered by Alvaria, which significantly enhanced their contact center operations. The solution streamlined real-time adherence processes, ensuring agents remained focused on their tasks and received proactive support during difficult calls. Additionally, the AI-powered historical performance monitoring resulted in a 3.3 hour increase in daily call handling efficiency and a 91% schedule adherence rate, representing a 31% improvement from the initial implementation. These enhancements demonstrate the effectiveness of the AI-driven WFM solution in optimizing agent performance and overall contact center productivity. The AI-optimized forecasting and minimized agent downtime resulted in a 90% agent productivity, reducing costs. Agents appreciated the AI-enabled self-service capabilities, providing positive feedback on ease of use, flexibility, schedule and performance visibility, and enhanced planning abilities.

Picture of Tom Moskal

Tom Moskal

Vice President of Global Client Services; Tom’s extensive experience in the customer service industry ensures that each and every client relationship at OP360 is successful and always equipped for growth. Tom’s career in outsourcing spans 17 years, throughout which he has held a number of roles, including Customer Service Representative, Supervisor, Contact Center Manager, and Account Manager, before heading OP360’s talented Client Services team.
Book a Discovery Call

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]]> First Outsource Exceptional CX https://www.op360.com/case-studies/first-time-outsourcer-achieves-contact-center-excellence/ Tue, 21 May 2024 04:47:01 +0000 https://www.op360.com/?p=38918 Self-storage leader turns to outsourcing for the first time in 50+ years to control costs amid growth.

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First Outsource Exceptional CX

Top self-storage company explores outsourcing options for the first time in its 50+ year history to help control costs during continued growth. OP360 shows how out-of-the-box thinking can unpack greatness.

Above CSAT Expectation
30 %
Beat

on-shore call center reservation rates by month one

Reduce Cost vs. onshore agents
40 %

A large self-storage company faced rising costs and complexities associated with their growing service support operations.  The client was unsure that they could find a business partner that matched their passion for high-quality customer interactions and had the ability to simplify their business instead of adding more to their “to-do” list.

The Challenge

As the client became increasingly burdened by the need to grow their customer service contact teams, they began considering new options for how to keep up with demand. They needed help from an operational expert and sought a partner to help carry the load of their business needs. The perfect partner would be a champion of CSAT with experience in thinking of solutions that hadn’t occurred to the client before. They needed innovative scheduling to prioritize staffing in the first and last weeks of each month when volume spikes by up to 40% before dropping mid-month. Additionally, they sought help with developing new-hire training curricula and ongoing agent education.

Solution

OP360 would quickly get to work on a collaborative effort to build a new hire training curriculum by deploying existing experienced training resources to team up with client subject matter experts. To address ongoing agent educational needs, OP360 helped build and implement a knowledge base article system with available reporting that would help the client understand what types of information agents searched most frequently so that additional training could be provided proactively. Staffing challenges would be solved by hiring new agents who understood they would work a flexible schedule featuring 50+ hours in the first and last week of each month and 24-30 hours in the middle two weeks. Roughly 25% of the staff would still work standard schedules, and this combination of standard and flex schedules would perfectly match expected call arrival patterns.

Result

The client immediately saw the benefits of bringing an expert on board and was pleasantly surprised to see OP360 matching and exceeding the performance of their existing internal team within the first few months of production, all while cutting agent costs in half. Monthly CSAT scores average 83% or better vs. a client expectation of 60%, and within 30 days of going live, OP360 has matched or outpaced the client’s internal teams in reservation rate, quality assurance, and productivity statistics, among others. The knowledge base resource was released for internal and OP360 usage and has been received very well. It averages over 30,000 views monthly, has over 450 articles published in less than a full year of operation, and has been extremely valuable in providing management with information about the most frequently searched topics. Agents have given positive feedback about flex scheduling and enjoy the freedom of having reduced schedules mid-month while earning overtime hours in the first and last weeks of each month. As a result of this successful pilot, the client has made the strategic decision to continue expanding its outsourcing footprint and has continued to draw down its internal staff to simplify their overall business model. OP360 stands ready to assist with additional staffing and support channels to meet the client’s ever-evolving needs.

Picture of Tom Moskal

Tom Moskal

Vice President of Global Client Services; Tom’s extensive experience in the customer service industry ensures that each and every client relationship at OP360 is successful and always equipped for growth. Tom’s career in outsourcing spans 17 years, throughout which he has held a number of roles, including Customer Service Representative, Supervisor, Contact Center Manager, and Account Manager, before heading OP360’s talented Client Services team.
Book a Discovery Call

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]]> CX Champion: Ensuring Business Success https://www.op360.com/case-studies/cx-champion-ensuring-business-success/ Thu, 29 Feb 2024 06:19:39 +0000 https://rrstage.op360.com/?p=35934 Fortune 500 athletic goods retailer seeks a new teammate to help transform their customer service experience.

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How to find a championship partner from a field of challengers

Fortune 500 athletic goods retailer seeks a new teammate to help transform their customer service experience. OP360 answers the call, steps up to the plate, and hits a home run.

Back to Landing

First Response SLA, OP360 #1 Pilot Challenger
> 0 %
CSAT, OP360 #1
Pilot Challenger

> 0 %
Loyalty Point
Issuance, OP360 #1 Pilot Challenger
< 0 %

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Background

The client, a Fortune 500 leading sporting goods retailer, wanted to explore new business partners to help handle the challenges of an ever-expanding business model.

Challenge

The client’s growing business required equivalent growth from their support teams and business partners. They needed to ensure expansion wouldn’t lead to erosion of their culture, and required a true teammate that believed in collaboration and strong bilateral communication. They sought a teammate who wanted to grow with them rather than a business associate who viewed their relationship as transactional.

Solution

Enter OP360, who was ready to answer the call after learning of the client’s challenges. OP360 faced significant competition and successfully secured approval to start a chat support group comprising 25 agents. This initiative, launched in the fall of 2023, included the client’s established partner as well as three other large BPO competitors. While some other challengers felt the need to staff from existing all-star agents on their roster, OP360 was confident that this was not necessary and staffed the pilot with carefully selected new hires that could demonstrate the results of the industry's best recruiting and hiring practices. To increase speed to proficiency, OP360 developed an innovative KPI dashboard using Power BI and collaborated with the client to ensure metric weighting was properly calibrated to their standards.

Results

OP360 would be the last business partner of all challengers to go live and put heavy importance on shortening the learning curve and getting up to speed as quickly as possible. They were quickly able to match and exceed the performance levels of not only the existing partner but also the other challengers. By the end of the pilot, OP360 achieved the highest CSAT scores while utilizing appeasements and loyalty point giveaways at a lower percentage than any of the other partners. Also, it ranked #1 in Response Time and Volume Handled Per Agent. OP360 would be there when the client needed them most, and posted 100% attendance on Black Friday and Cyber Monday, answering more than 300% of standard volume by delivering overtime hours at no extra cost to the client. The client responded by authorizing additional headcount growth and is in discussion with OP360 to expand their footprint.

Book a Discovery Call

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