Walking in (TOMS) Shoes for Better CX and Greater Savings
93%
First call resolution YOY
30%
Savings on original support costs
By embracing TOMS One-for-One promise, Sitel Group helped customer worldwide enjoy a happy holiday season experience with the brand
The Challenge
TOMS Shoes, a U.S.-based company that donates a pair of shoes to a person in need for every pair it sells, wanted to improve CX and reduce operating costs, while effectively handle heavy seasonal volumes with high quality.
Our Solution
We designed, implemented and administered post-call satisfaction surveys and scaled 200+ agents steeped in the TOMS brand culture for holiday, seasonal support. As a result, we improved the brand’s post-call survey completion rate and scored a 70 Net Promoter Score month over month.
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