Case Study: Lane Bryant achieves a contact-center sales transformation (OCT up from 3% to 36%) with Medallia Agent Connect

How Lane Bryant Built a Sales Machine

Lane Bryant’s contact center once lived “hidden in a financial spreadsheet” as a cost center: handling roughly 850,000 contacts a year with high agent churn and a narrow focus on speed and efficiency rather than sales or customer outcomes. Leadership recognized that the operation wasn’t realizing its potential and needed a strategic shift toward driving revenue and better service.

Using insights from StellaService audits, AVP Stan Lucas and Director Bruce Pullens held open summits, reset goals, introduced new metrics (notably offer-to-complete-transaction, OCT), and invested in training and agent empowerment. The simple ask—offer to complete the transaction at the right moment—plus ongoing coaching and transparency transformed the culture: OCT climbed from 3% to 36% in two years, conversion rates, order values and completions rose, churn fell, and the contact center became a sustained profit center that now drives more sales than any store.

Lane Bryant

Bruce Pullens

Director of Customer Service, Strategy and Customer Insights