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Our client is a renowned footwear manufacturer celebrated for its innovative casual footwear. Since 2018, ResultsCX has assisted the client in providing seamless customer support.
Client’s distribution centers encountered logistical challenges, leading to delayed deliveries and order backlogs, in turn triggered a substantial increase in inbound customer contacts to the client’s global customer support desk, overwhelming the support staff. The surge represented approximately 400% of the forecasted volume, posing significant challenges in scaling up operations promptly, compounded by constraints in language proficiency and pay scales.
Furthermore, the client operated under a billing model where they were charged for every successful contact, with the supplier billing a minimum of 95% of the forecasted volume. As the contract approached renewal, in line with our commitment to driving client success, we presented a data-driven solution aimed at reducing costs and fostering sustained growth for the footwear manufacturer.
Our Workforce Management (WFM) Staff Planning Practice experts devised a comprehensive four-part solution. First, conduct a thorough analysis of volume to supplement the client’s forecasting methodology, aimed at mitigating the cost impact of the Minimum Billing Guarantee (MBG) stipulated in the contractual agreement, which had persisted over an extended period. Second, capitalize on our global footprint by deploying surplus staff from other programs or lines of business (LOB), implementing cross-training initiatives, and facilitating temporary staff exchanges to bolster the client’s workforce and manage their considerable volume efficiently. Third, address any further staffing shortfalls by employing various hiring strategies, including flexible part-time contracts, short-term temporary contracts, and hybrid staffing models. Lastly, during off-peak seasons, reassign personnel to prioritize training and development, ensuring our teams remain well-prepared to deliver exceptional service during periods of increased demand.
Following this plan, our team forecasted staffing needs and mobilized a team of 50 full-time equivalents (FTEs) in Alaskaland, Philippines as a top priority–despite the annual IT hard freeze. This was achieved through internal resource reallocation from other client accounts undergoing ramp-down phases that coincided with the footwear manufacturer’s needs and external hiring. Additionally, workload prioritization based on site-specific skillsets and proficiencies for offline and live channels enabled us to effectively manage the volume spike. Utilizing offline channels helped alleviate the burden of live contacts, enhancing our capacity to manage the backlog efficiently and effectively.
The footwear manufacturer successfully cleared their backlog of orders, cancellations, refunds, etc., accomplishing this feat in just two months. Our robust forecasting and strategic staff augmentation enables the client to operate with agility and flexibility, effortlessly adjusting to fluctuating demands and effectively eliminating MBG costs, resulting in a substantial $1.4 million savings.
Thrilled with our ability to address their critical staffing needs while prioritizing their objectives, the client expressed their satisfaction by renewing our contract for an additional three years.
