Highly flexible solution helps HSN deliver exceptional customer service.

Objective:

HSN, one of the world's largest multi-channel retailers, sought a cost-effective and flexible contact solution that would allow them to scale up or down quickly with high quality agents.

Solution:

HSN utilized West at Home to provide them with better educated agents and increased staffing flexibility during peak calling periods such as seasonal activity or special programming.

Results:

• Averaging 92% in customer satisfaction ratings consistently exceeding HSN's goals.
• Ability to ramp up within a matter of hours from a state of “zero need” to more than 500 agents.
• Delivering average upsell conversion rates of 24% outperforming HSN's internal call centers.
• Average over 1,300 trained home-based agents with over 175 steady-state agents.
• Program was up and operational within a 6 week period.

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