Case Study: TechStyle Fashion Group cuts operating costs to under 3% and boosts service metrics with NICE Systems' Cloud Workforce Management

TechStyle Fashion Group - Customer Case Study

TechStyle Fashion Group is a global e‑commerce fashion retailer with more than four million members, operating 24/7 contact centers across multiple countries and handling about 6.8 million contacts annually with 680–800 agents. Rapid growth exposed weaknesses in its legacy, Excel‑based and multitenant WFM tools—real‑time intraday stats, stable agent monitoring, detailed reporting and accurate forecasting were unreliable—forcing some outsourcing and limiting scalability, workforce optimization and employee engagement.

TechStyle adopted NICE’s cloud‑based Workforce Management and inContact suite (ACD, Quality Management, Recording) for a stable, low‑footprint hosted solution with richer analytics, global scorecards and advanced forecasting/scheduling (including anomaly tagging). The implementation improved efficiency and service: operating costs fell to under 3% of net revenue (from 5.15%), answer rates rose to 97%, ASA improved by 75% (to 32s), AHT dropped by 2 minutes, occupancy reached 75%, ESAT averaged 3.64/5 and attrition declined to 4.65%.

TechStyle Fashion Group

Shannon Nowell

Senior Manager of WFM Optimization & Analytics