Case Study: Swanson Health Products achieves real-time agent visibility and improved engagement across in-house and outsourced contact centers with Medallia Agent Connect

Swanson Health Products Uses Stella Connect to Monitor and Motivate Outsourced Contact Center Team

Swanson Health Products (SHP) is a leading online and catalog retailer of vitamins, supplements and organic foods that relies on a blended customer service operation combining in-house and outsourced agents. The company needed a reliable way to monitor individual agent performance across both teams and to motivate, coach and align outsourced staff with its service standards.

SHP implemented Stella Connect to collect immediate post-interaction feedback—achieving a 40% response rate with 66% of respondents leaving comments—giving granular, real-time visibility into agent performance. The insight lets SHP recognize and reward top performers, target coaching and training for agents who receive negative feedback, and spot variances between in-house and outsourced teams, improving engagement and service quality.

Swanson Health Products

Rex Dahl

Senior CSC Operations Manager