Case Study: Leading Furniture Retail Company achieves improved customer experience and reduced delivery & return issues with ETech Global Services

Leading Furniture Retail Company - Customer Case Study

Leading Furniture Retail Company faced a surge of service issues—high volumes of delivery confirmations, incomplete or damaged orders, returns, and repeat contacts—that drove poor customer experience and elevated agent effort. They engaged ETech Global Services to apply its next‑generation BPO and enterprise AI/contact‑center analytics (speech transcription, VOC analytics, workforce management and coaching) to diagnose root causes and prioritize improvements.

ETech Global Services reviewed 6,108 in‑scope interactions (July–Aug 2022), identified top drivers (Confirmation 47%, Delivery Confirmation 39%, Complaints 30%), and delivered targeted fixes including improved call flow, QC checkpoints, metadata enrichment, agent coaching and hold/silence‑time reduction. ETech quantified outcomes (overall VOC Index 4.8; Delivery Issue VOC 2.4; Return/Replace VOC 1.7), flagged a 14% repeat‑contact rate, and estimated a 25% reduction in silence time would save ~6,185 man‑hours per year, enabling prioritized operational and CX improvements.