Citrus gift company squeezes out more productivity and cost

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If your contact center staffing levels fluctuate, should you pay for the highest capacity year-round? Many businesses have seasonal fluctuations in call volume, but traditional solutions lack the ability to scale services in response to volume changes while continuing to offer the same powerful capabilities.

Citrus retailer Southern Fulfillment wanted the ability to scale their call center and customer service operations to deliver the highest levels of service during the peak holiday season without investing heavily in infrastructure and fixed costs. An antiquated phone system and customer contact center technology stood in the way of meeting these goals.

Read this case study to understand how Southern Fulfillment's hosted contact center allows the company to:

  • Provide a consistently superior customer experience throughout the year, with high first-call resolution, low wait time and low call abandonment
  • Keep its technology costs aligned with rollercoaster-like swings in volume
  • Constantly adapt staffing levels to support an average of 260,000 calls per year, ensuring the ultimate customer experience during the peak holiday period or off-season

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