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Virtual Back Office Support for an E-commerce Company

Connect Wireless is an online retailer of smartphones, parts, and accessories. They offer a range of accessories like chargers, cases, and cables. Their collection suits various lifestyles, serving both customers and suppliers.

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Case Study

Finding the Ideal E-commerce Back Office Support

The client came to us through a referral. They are looking for a third-party company to help them with their customer service needs.

The client came to us through a referral. They are looking for a customer support company to help them with their customer service needs. The company received around 500 requests daily across voice, email, and chat. Aside from these requests, they also work on processing orders, tracking deliverables, and cancellations. The client is looking for a cost-effective way to scale their customer service and improve customer satisfaction.

Additionally, the client asks for assistance designing a customer care workflow that includes multi-channel communication and establishing KPI (key performance indicator) metrics to assure ROI (return on investment).

Due to the COVID-19 downturn in retail engagement, the Connect Wireless team wanted geo-redundancy and a global team environment to ensure a virtual and remote team insulates their operations from any unforeseen disruption in the future.

Establishing a Virtual Back-office Admin Team

Unity Communications helped build a virtual back office admin team of 5 people and a team leader who will oversee the operation.

Hiring Back Office Support Team from the Philippines.

Working closely with the client, our recruitment-sourced customer support specialist in the Philippines. We looked for tech-savvy individuals and people with a background in mobile sales, helpdesk, and technical support. The main goal is not only to cut the time for training and onboarding but also to make it easier for them to provide quality support.

Working with Virtual Assistants

The team would be responsible for processing requests and answering inquiries across voice, email, and chat using Salesforce. They will also perform order processing, tracking, cancellations, and upselling. A team leader will oversee the operation, monitor the quality of work, and track attendance.

Unity Communications helped design a customer care workflow structured to support voice, chat, and email. We established KPI (key performance indicator), including CSAT (Customer Satisfaction), AHT (Average Handling Time), First Call Resolution, Call quality, and attendance.

Results

A Global Admin Team that Deliver Results

Unity Communications managed the admin team’s daily operations with the team leader in charge of tracking attendance, monitoring schedule adherence, and facilitating training and coaching. Training and onboarding took about a week, and after a month, we recorded the following results:

  • AHT: 6 minutes(360 seconds)
  • Call Quality: 92%
  • First call resolution: 80%
  • Attendance and adherence: 95%
  • CSAT (Customer Satisfaction): 90%

By outsourcing its customer care operation to Unity Communications, our client increased its profit margin in two ways: by reducing labor costs and increasing revenue through upselling and quality of support. By building a virtual back-office admin team in the Philippines, they were able to save up to 80% on labor costs allowing them to allocate their budget to other areas of the business. The team also contributed to increased revenue through upselling and enhancing overall customer satisfaction.

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Need Similar Results?

The sales representatives of the web design company experienced a remarkable transformation as they were provided with a substantial number of qualified leads. This influx of high-quality leads resulted in a significant boost in sales, surpassing their quotas with ease for the year 2017.

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