Case Study: a major fashion e-commerce company improves service level with Call Center Studio

How we have assisted businesses around the world in order to deliver superior class communication experiences that drive business growth

The customer, a major fashion e-commerce company, faced a challenge where 80% of its call center traffic was for order status and returns, leading to a poor service level. Management was concerned about the budget required to hire more agents and wanted to utilize their existing staff for sales. To address this, they partnered with vendor Call Center Studio for an integrated self-service IVR solution.

Call Center Studio implemented a Text-to-Speech IVR that integrated with the customer's CRM to automatically provide order status updates. This solution automated 80% of the related inquiries without a live agent. The results were significant, improving the service level from 68% to over 96% and generating calculated financial benefits of approximately $12,000 per month.