Case Study: Crate & Barrel improves customer experience with Support Services Group

Crate & Barrel cuts transfer rate to 13% with Support Services Group

Crate & Barrel, a major home furnishings retailer, faced challenges in delivering a quality customer experience due to an underperforming outsourced team and a difficult domestic labor market. They partnered with Support Services Group (SSG) to find a BPO partner with retail expertise that could provide well-trained brand ambassadors to represent their brand vision effectively.

Support Services Group launched a solution with 150 FTEs across two locations, implementing a strict screening process and comprehensive training. After an initial issue with a high transfer rate, SSG enacted new policies, conducted deep-dive analyses, and built new training modules. This resulted in the transfer rate falling to 13% (beating a 15% goal), a CSAT of 93%, and a quality score of 92%. The successful results led to the discontinuation of the previous BPO and plans to grow the partnership to 600 FTEs.

Crate & Barrel