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.
This website stores cookies on your computer. These cookies are used to collect information about how you interact with our website and allow us to remember you. We use this information in order to improve and customize your browsing experience and for analytics and metrics about our visitors both on this website and other media. To find out more about the cookies we use, see our Privacy Policy.
If you decline, your information won’t be tracked when you visit this website. A single cookie will be used in your browser to remember your preference not to be tracked.
