Case Study: Sweaty Betty achieves 97% adherence and clears backlog with Peopleware

Sweaty Betty - Customer Case Study

Sweaty Betty, a global activewear brand, faced significant challenges in its customer contact center during a period of rapid sales growth. With only 13 agents initially handling queries, the team used shared Excel files for scheduling and became overwhelmed, leading to a backlog of 12,000 unanswered emails and poor customer service. The vendor Peopleware was brought in to implement its workforce management (WFM) software to address these issues.

Using Peopleware's cloud-based WFM solution, Sweaty Betty gained real-time intraday management insights and the ability to measure agent productivity and adherence. The results were dramatic: the massive email backlog was eliminated in under two months, and agent adherence reached a near-perfect 97%, far exceeding the industry average of 85%. The Peopleware solution also supported the contact center's scaling from 13 to 145 agents while improving both operational efficiency and agent work-life balance.

Sweaty Betty

Sayeed Chowdhury

Senior WFM Manager