Case Study: Wholesale Club achieves lower cost to serve and higher service levels with STARTEK

Wholesale Club Expands Member Care without Growing the Budget or Impacting Quality

Wholesale Club turned to STARTEK to help manage rising member care volumes without increasing its customer care budget. The membership-only retailer, with more than 200 locations, needed to maintain a high-quality member experience across multiple channels while scaling support for growing inbound interactions. STARTEK provided an end-to-end customer engagement solution including contact management, knowledge management, priority care, fulfillment services, quality assurance, analytics, and reporting.

STARTEK improved efficiency by analyzing and streamlining high-volume processes such as easy-renewal credits, cancellations, gift card requests, and returns, reducing unnecessary touches and rework. As a result, STARTEK helped Wholesale Club lower phone cost to serve by 22%, reduce average handle time by 25%, improve phone service levels by 9% with speed to answer dropping from 109 to 99 seconds, and increase first contact resolution by 10 percentage points in both email and phone channels.

Wholesale Club