Case Study: Leading General Merchandise Retailer achieves secure work-from-home operations and business continuity with [24]7.ai

Work-from-Home and Geo-balancing Preserve Retailer’s Ability to Serve Customers During Pandemic

[24]7.ai, a long-time BPO partner to a well-known general merchandise retailer with 1,900+ U.S. stores, helped the company respond when COVID-19 closed stores and drove online demand up 100% in two months. The retailer needed to keep customers served while protecting employees, but security and service-quality concerns slowed an immediate move to work-from-home (WFH) for its contact center staff.

[24]7.ai expanded secure offshore WFH operations, shared its WFH governance model, compliance scorecard, and operational best practices, and guided the retailer in shifting its own teams to home workspaces. Within two months 40% of operations were remote; geo-balancing maintained capacity during regional outbreaks, employee satisfaction rose and attrition fell, and service quality was preserved.