| 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. |