Case Study

From Chaos to Clarity: How We Boosted CSAT by 30% & Cut Costs by 23% for a Fashion E-Commerce Giant

“Struggling with low CSAT and bloated call center costs? See how we transformed a 300-seat operation into a lean, high-performing team without sacrificing customer love.“

Situation

A leading multi-brand fashion e-commerce player faced:

Consistently missed CSAT targets despite a 300+ seat call center.
Misaligned teams: Quality, escalations, and frontline agents worked in silos, worsening inefficiencies.
Rising costs: Client needed to reduce manpower spend while improving customer experience.

Task

Redesign the entire support ecosystem to:

Hit CSAT targets within 6 months.
Cut operational costs without compromising service quality.
Align teams around clear deliverables.

Action

Excellential’s 3-phase turnaround plan:

Assessment Center (25 days):
- Evaluated agents on knowledge, behavior, and learning agility.
- Bucketized teams by strengths (e.g., technical support, empathy-driven chats).
Realignment (10 days):
- Reduced manpower by 23% by retaining top performers and role-mapping.
- Merged escalation & quality teams for end-to-end ownership.
Workshops & Refreshers (20 days + bi-weekly):
- Trained agents on ownership mindset and brand-specific customer empathy.
- Instituted 15-day refreshers to sustain momentum.

Result

CSAT targets achieved in 5 months (vs. 6-month goal).
23% reduction in manpower costs, without layoffs (attrition + role optimization).
Teams are 40% more aligned (measured via internal survey scores).
Faster resolution: Escalations dropped by 35% post-realignment.

Your call center shouldn’t be a cost center—it should be a growth engine. Let’s diagnose your team’s gaps and realign for higher CSAT, lower costs, and happier customers?

Contact us: support@excellential.com