Case Study: Major E-Commerce and Catalog Retailer achieves 93% QM and 90% CSAT with Five9

Major Retailer Hits 90%+ QM and CSAT

A major, longstanding e-commerce and catalog retailer with more than 300 agents handling 3.9 million calls a year (and generating roughly 50% of revenue via inbound orders from its 88 million mailed catalogs) faced limitations from an on-premises contact center: no quality management system, no real-time performance insights, and a need to deliver true omnichannel customer experiences.

The company moved to the Five9 Intelligent Cloud Contact Center—deploying Global Voice, Five9 Email, Quality Management, Performance Dashboards, gamification and an Oracle adapter—to modernize channels, enable call recording/screen capture for coaching and troubleshooting, and give agents real-time KPI visibility. Within the first year it hit a 93% QM average, reached 90% CSAT, implemented omnichannel options, reduced attrition through agent engagement, and continues to expand capabilities (including planned chat).