Case Study: Leading Member based Retail Club boosts loyalty and satisfaction with STARTEK member care solutions

Leading Member based Retail Club - Customer Case Study

Leading Member based Retail Club, a large member-based retail club with nine million members across more than 15 states, needed a better way to manage growing member inquiries as its business expanded. Its internal teams were struggling with rising contact volumes, manual processes, limited reporting, and no centralized contact management system to capture customer insight or support a more personalized member experience. STARTEK was selected as the outsourcing partner, bringing customer lifecycle management and member care capabilities.

STARTEK implemented a comprehensive member care solution that included contact management, knowledge management, priority care, fulfillment, quality assurance, reporting, and IVR self-service. The program gave the retailer a single view of members, faster issue resolution, and better visibility into service performance. Results included a 94% customer care satisfaction rate, 89% average first call resolution, more than 820 million calls handled, 380,000 emails answered, and over 630,000 journal and coupon requests fulfilled, while reducing cost to serve and improving the overall member experience.