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.

“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.

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.