Case Study: a leading retailer achieves £5M in savings with EXL's digital contact center transformation

Leading Retailer saves £5M with EXL

EXL partnered with a leading retailer that was facing challenges in its digital contact center operations. The retailer needed to enhance the customer experience across multiple channels and languages while also reducing costs, a task complicated by seasonal demand fluctuations.

The solution involved EXL implementing advanced digital tools, process automation, and analytics-driven smart staffing. This transformation resulted in £5 million in savings, a customer satisfaction score increase to over 92%, and a 90% resolution rate for the retailer.