Case Study: Decathlon achieves higher e-commerce service levels with Call Center Studio

Decathlon boosts service level to 96% with Call Center Studio

The customer, Decathlon, a major fashion e-commerce portal, was facing a poor service level due to an overburdened call center handling repetitive requests for order status, returns, and refunds. They were concerned about the budget required to hire more agents to manage the intense traffic. Call Center Studio advised them on an integrated self-service solution to eliminate these issues.

Call Center Studio implemented a Text-To-Speech IVR solution in a short period of time. This allowed the brand to deliver better customer service, achieving a 96% service level. The solution resulted in a minimal 50% increase in monthly earnings, raising them to $12,000, and a 33% increase in brand perception.

Decathlon