Flexibility for aMulti-national fashion giant

OUR CLIENT

Building the foundations of our partnership.

Our client, a multinational clothing retail company, decided to outsource part of their customer service operations for the first time. The client was especially interested in Webhelp’s INVIRES Home Ofiice solution and the benefits this would offer.

THE CLIENT’S NEED

Growth, flexibility and scalability.

“We are looking for a reliable partner who can provide scalable solutions and support us to globally increase our footprint through efficient customer service centers in countries where we have a strong customer base”
Our client needs a partner who can meet the challenges of delivering several peak periods during the year. This includes delivering over 150 home office service specialists within two weeks to meet a major service ramp up. Achieving this requires the right recruitment processes, training capabilities and coaching skills.

HELPING THE CLIENT

Establishing and expanding the service.

Launching at first in the German market we quickly set up the service with 90% of our people working from home and 10% based at our Leipzig site. Because of our high performance service delivery, and the outstanding engagement of our people, the client decided to expand the partnership further. This led to the introduction of new teams in Prague supporting the Czech, Slovakia and Croatia markets.
We quickly followed this with a new customer service center in Bucharest serving the Hungarian and Romanian markets with 50% of our people work from home and 50% working at the office.

RESULT

Success!

400

Customer Service Specialists recruited and trained in Germany, Prague and Romania ready for go live.

We’ve created a fully flexible and dynamic service operating across six countries. Flexible working boosts our employee engagement helping to create a better service for customers. Highly flexible recruitment processes means our client can react quickly and effectively to any spikes in demand.
Our people are doing an amazing job taking care of our client’s customers on all channels. Our client is now looking at extending virtual working into other markets in Denmark, Spain and Asia.

RESULT

Success!

400%

Customer Service Specialists recruited and trained in Germany, Prague and Romania ready for go live.

We’ve created a fully flexible and dynamic service operating across six countries. Flexible working boosts our employee engagement helping to create a better service for customers. Highly flexible recruitment processes means our client can react quickly and effectively to any spikes in demand.
Our people are doing an amazing job taking care of our client’s customers on all channels. Our client is now looking at extending virtual working into other markets in Denmark, Spain and Asia.

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