Case Study: TechStyle Fashion Group achieves nearly $1M in operating cost savings and major contact-center performance gains with NICE Systems' Workforce Management solution

TechStyle Fashion Group - Customer Case Study

TechStyle Fashion Group is a global subscription-based fashion retailer with 1,185 contact center agents across six sites in the Philippines, Mexico, Poland and Serbia, handling 8.7 million annual contacts. The company struggled with inefficient onboarding, siloed legacy workforce management, poor forecasting and static scheduling, which drove high overtime, absenteeism, attrition and inconsistent service during peaks.

TechStyle implemented NICE cloud-based WFM and CXone tools, consolidating brand teams into a Universal Agent model, introducing dynamic scheduling, remote work, an apprenticeship program and flexible retention initiatives. The changes drove nearly $1M in annual operating savings and measurable service gains: $0.22 lower cost per call, 42s reduction in AHT, 77s reduction in ASA, 10% higher answer rates, 43% less after-call work, 23% higher service levels, and major drops in overtime (86%), sickness (70%), unplanned absences (53%) and agent attrition (4%).

TechStyle Fashion Group

Damon Spurlock

Manager of GMS WFM & Command Center