An e-commerce company faced an overwhelming influx of orders, leading to a backlog of unresponded emails spanning over seven months. Their existing Customer Service (CS) team was overworked, leading to exhaustion and a decline in Quality and Customer Satisfaction Scores (CSAT). The company needed a solution to regain control of its customer experience while preparing for continued growth. Recognizing the urgency, the company consulted Abound Ph to craft a sustainable and effective solution.

Abound Ph partnered with the company’s Analytics Team and key stakeholders to thoroughly assess their situation. By analyzing future sales trends, we forecasted sustained growth in customer inquiries. With this insight, we implemented a two-pronged approach: Strategic Staffing: Project-Based Employees: Focused solely on clearing the backlog of unresponded emails. Permanent Employees: Dedicated to addressing new customer queries while supporting the project-based team in resolving the backlog. Training and Quality Support: To ensure service excellence, we recommended the appointment of a Training & Quality Manager. This role was crucial for: Championing Customer Service best practices. Delivering consistent training programs to upskill the team. Maintaining high-quality standards and customer satisfaction metrics.

The collaboration with Abound Ph led to transformative results: Backlog Stabilization: The backlog of unresponded emails was resolved, restoring operational harmony. Enhanced Workforce Efficiency: 80% of project-based employees were absorbed as permanent team members, ensuring stability and consistency. Improved Work-Life Balance: The team regained balance and morale, fostering a positive and productive work environment. Sustained Customer Satisfaction: With a strengthened workforce and improved processes, Quality and CSAT scores significantly improved from 45% to 85%.

This case study demonstrates how our flagship service delivers comprehensive, end-to-end customer service solutions tailored to meet the unique challenges of growing businesses. By leveraging our supplementary services, we ensured seamless implementation and sustained success: RPO+ (Recruitment Process Outsourcing): Identified and deployed the right talent for both project-based and permanent roles, ensuring the team had the manpower to meet immediate and long-term needs. Streamlined recruitment processes to minimize downtime and maximize efficiency. Integrated Learning: Delivered customized training programs to equip the team with skills for resolving the backlog while maintaining high CSAT scores. Empowered employees with ongoing upskilling initiatives, ensuring consistent quality in every customer interaction. Optimix (Process Optimization): Conducted a thorough analysis of customer service workflows to predict future demand and design a scalable manpower solution. Recommended operational improvements, including the addition of a Training & Quality Manager, to enhance team performance and customer satisfaction.