Case Study: Multinational Retailer improves attrition, flexibility and CSAT with Teleperformance Home Agents

Attrition, Flexibility and CSAT Improved with Home Agents for a Multinational Retailer

Teleperformance helped a multinational retailer with more than 650 physical and online stores across the U.S., Canada and Mexico address the challenge of consolidating three contact center facilities while retaining experienced labor and gaining the flexibility needed to support retail demand. The retailer was looking for a more efficient operating model, including a home-agent approach for customer care.

Teleperformance implemented its Work-at-Home Solution, supported by TP Cloud Solutions, to deliver customer care, back-office and fraud prevention services across voice, email, chat and IVR channels. The program produced strong results, including 1.9% attrition versus a 6% goal, average home-agent tenure of nearly three years, 50% better retention than on-site employees, CSAT of 72%–74% for professionalism and courtesy, and AHT improvements of 30–45 seconds compared with on-site agents.