Case Study: an American luxury department store chain achieves higher CSAT and faster handling times with Inktel

American Luxury Department Store Chain boosts CSAT by 5 points with inktel

The American Luxury Department Store Chain, a national upscale retailer, faced challenges in its contact center operations, including inconsistent service quality and inefficient collaboration that did not meet its high-end brand standards. The company partnered with Inktel to implement a white glove call center solution to transform its customer support and deliver a consistently premium experience.

Inktel deployed a multi-faceted strategy that included revamped customer experience training with 1:1 coaching and AI-driven business support, such as automated call summaries and real-time analytics. This solution resulted in a 5-point increase in CSAT scores, a 9% reduction in average handling time, and the implementation of 24-hour performance coaching to ensure service consistency.