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):
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
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?
