Case Study: Leading Online Retailer achieves six-fold agent growth and 95% retention with [24]7.ai Agent Services

Online Retailer Succeeds with Offshore WFH [24]7 Agent Services

This leading online-only retailer, a [24]7.ai client since 2005, faced a sudden crisis when the pandemic forced hundreds of US contact-center agents to work from home just as orders tripled. A successful December 2019 pilot that introduced 50 offshore voice agents proved the model, but the company still struggled to recruit locally and needed rapid, scalable solutions and better self-service to handle the surge.

[24]7.ai ramped voice support aggressively—expanding agent capacity nearly six-fold from April to July and a further 50% during the 2020 holiday season—adding two offshore sites and growing headcount nearly 300% to 750+ digital and voice agents across India, Guatemala, and the Philippines. The team handled roughly 30,000 calls, 14,700 SMS, and 5,000 emails per week, maintained more than 90% WFH participation, achieved 95% agent retention and 97% metric attainment, and delivered consistently high NPS, FCR and other CX performance measures.