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Case Study

Blooming to 20x Scalability for a US Flower and Gift Industry Leader

Relia group was flexible to adjust seasonal transactions of a US-based client. We succeeded in 20 times expansion in a short period for the booming demand for a special event with excellent quality.

Challenge

A US pioneer in direct marketing through a 24x7 toll-free number and e-commerce, our client, faces many ramp-ups yearly, especially during holidays. They needed an outsourcing partner to:
  • provide customer service and sales support during ramps
  • improve service delivery efficiency while maintaining customer satisfaction
  • reduce costs and support expansion

Solutions

To support the ramp — the scope of work includes inbound, outbound, and back-office support — we blended onshore, offshore, and virtual assets, enabling us to:
  • deploy a robust process for seasonal ramps, with all business support groups aligned end-to-end toward delivering the needed workforce and leadership
  • improve agents' call handling through streamlined systems for top CSI calls
  • initiate continuous improvement projects focusing on optimizing campaign sales metrics, back-office compliance, and fulfillment rate
  • maintain a Security and Compliance team to conduct audits that cover pre-employment requirements, training adherence to production information security, fraud prevention, risk mitigation, and elimination of non-negotiable agent behavior
  • design our training program to ensure flexibility in cross-skilling agents for all campaign channels, given the higher volume and new norm
  • adapt new tools and systems, such as Talent Acquisition for candidate engagement and account management, Learning & Quality for a scalable and friendlier LMS, and WFM for forecast automation and schedule creation
  • maintain a Security and Compliance team to conduct audits that cover pre-employment requirements, training adherence to production information security, fraud prevention, risk mitigation, and elimination of non-negotiable agent behavior

Results

The Relia group has enjoyed trusted partnership with this client for more than a decade, in which we have:
  • earned the Vendor Partner of the Year accolade — thrice — and the Stevie Awards for Outstanding Sales and Customer Service
  • proven scalability up to 20x steady state, with a record high of 1,700+ FTEs for Valentine's and Mother's Day 2019
  • substantially improved CSAT scores — we were the first partner to exceed a CSAT sales score of 9 on the Foresee platform
  • been instrumental in helping the client earn Stella Highlights for all channels and achieve Stella Elite Status for Chat
  • championed Lean Six Sigma projects that increased order fulfillment rate to 80% and reduced customer escalations by 47%
  • been the only partner to support all brands that have outsourced customer service, including the client's flagship and gourmet gifts brands, as well as Apple Business Chat
  • been the only partner with a Bridge team — to predict back-office queue, analyze trends, and devise workload management plans — as well as global central disaster recovery and emergency management across all delivery centers, including WAH (Work-At-Home)
  • successfully launched our 75% WAH and 25% WFS (Work-from-Site) blended solution in the COVID-19 new norm, achieving the highest scores across MDAY (Mother's Day) Conversion, CSAT Sales, and CSAT Service.

Related companies

Altius Inspiro, Inc. / Altius Infocom, Inc.
Altius Inspiro, Inc.
We mainly provide CRM service for North America and the Philippines by Altius Inspiro, Inc. and Altius Infocom, Inc. in the Philippines. We also provide support in Spanish at the Nicaragua site as well.

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