Case Study: TechStyle Fashion Group achieves real-time visibility and boosts outsourced CX performance with Medallia Agent Connect

How TechStyle Supercharges the Performance of its Outsourced CX Teams by Utilizing Real-Time Visibility with Stella Connect

TechStyle Fashion Group, the Los Angeles–based online retailer behind JustFab, Fabletics, ShoeDazzle and FabKids, serves millions of members worldwide and runs five outsourced contact centers across the Philippines, Mexico, Serbia and Poland. Corporate leaders needed deep, real-time visibility into agent performance to ensure consistent, on‑brand service across continents, but traditional QA and low-response member surveys left gaps — forcing a choice between adding dozens of on‑site employees or adopting a realtime feedback platform.

TechStyle chose Stella Connect, which boosted survey response rates to roughly 30% and delivered live customer feedback that enabled in‑the‑moment micro‑coaching, integrated star ratings into QA, and introduced leaderboards to drive friendly competition. The result was clearer performance insight without hiring dozens of staff, stronger agent ownership and engagement, more meaningful QA conversations, and steadier improvements in service quality and member satisfaction.

TechStyle Fashion Group

Omar Recendiz

Senior Manager, Global Member Services Training & Communications