Case Study: UncommonGoods achieves improved call-center performance and higher team engagement with Medallia Agent Connect

How UncommonGoods Uses Stella Connect To Measure and Improve Call Center Service Performance

UncommonGoods is an online marketplace celebrating makers and their work; its customer service team handles a high volume of phone contacts (about 70%) but previously relied on a weekly QA sampling process and memory to surface compliments or problems, leaving many phone interactions unmeasured and coaching delayed or incomplete.

To fix that they implemented Stella Connect in October 2015 to send post-call surveys and provide a real-time dashboard and daily digests. The immediate customer feedback boosted CSR engagement and morale (with public rewards like coffee/lunch/product incentives), freed QA to focus on email/chat coaching, highlighted training gaps, enabled escalation of product/shopping issues, and produced higher QA scores and lower attrition.

UncommonGoods

Jennifer Grim

Director or Customer Service