Case Study: a leading theme park and entertainment company achieves 300% ROI with Humach Live Agents

Leading Theme Park & Entertainment Company Delivers Huge ROI with Humach Live Agents

A leading theme park and entertainment company sought to improve its call center's agent performance and increase upsell revenue to achieve a better ROI. The challenge was exacerbated by the pandemic, which forced the closure of its in-house operations and a shift to an offshore BPO. The company engaged its trusted technology partner, Humach, to implement a pilot of its White Glove Live Agent service to address these issues.

Humach implemented its service with a dedicated focus on performance management, superior agent training, and KPI improvements. This approach resulted in a 300% ROI for the client. The measurable impacts included a 100% increase in upsell conversions, 60% more revenue per hour, a 20% increase in average transaction size, and a 15% increase in agent occupancy, far exceeding the performance of the previous provider.