West at Home provides ProFlowers with greater flexibility, better quality, reliability and value.
Objective:
ProFlowers, one of the nation's leading online providers of flowers and gifts, needed to outsource their seasonal call volume to a partner who could quickly ramp up to meet the increased demand without sacrificing quality and service.
Solution:
Currently, West at Home has over 1,200 trained agents to handle ProFlowers' steady-state volume. During the holiday seasons, West can average over 200 simultaneous agents handling ProFlowers' incoming calls, including; order placement, upsells, account management and customer service inquiries.
Results:
- Quality scores are on average 10 points higher than most of ProFlowers' other outsourced vendors.
- Consistenly hit service level objectives and average over 95% in staffing reliability, which is substantially higher than any other ProFlowers vendor
- Ability to meet staffing needs which can often fluctuate from 8 agents to over 200, down to 50 agents and back up again to 200 in a very short period of time.
- Helped company achieve a double digit increase in sales compared to the previous year's results.
- This increase in sales combined with a reduced cost per call helps provide a significant return on investment for ProFlowers.
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