Case Study: Black Friday.Com boosts peak-period customer service with FM Outsourcing

Black Friday.Com - Customer Case Study

The customer, a major eCommerce and high street retailer, partnered with FM Outsourcing to manage the immense challenge of handling a massive spike in customer service contacts during the Black Friday peak period. The goal was to ensure high-quality service and maintain brand reputation during this stressful time.

FM Outsourcing's solution was to shift a significant volume of contacts from telephony to the more efficient webchat channel, which allowed advisors to handle multiple interactions simultaneously. This preparation paid off, as they smoothly managed 41,000 contacts over the week, a 149% increase over the yearly average. The results were outstanding, with advisor productivity increasing from 14 to 17 calls per hour and a 478% surge in 5-star customer reviews for the client.

Black Friday.Com

Black Friday.Com