Challenge:
A leading retail chain in the USA faced customer satisfaction issues due to long call wait times, inconsistent service quality, and low first-call resolution rates. This resulted in declining CSAT scores and increased customer churn.

Solution:
OutsourceCX deployed a customer experience team trained to handle high-volume inquiries across phone, email, and chat. AI-powered analytics were used to track sentiment and optimize agent performance, while a proactive retention strategy was introduced to enhance customer loyalty.

Impact:
 Call resolution time reduced by 38%, leading to a smoother customer journey
 CSAT score jumped from 62 to 85 within 90 days
 Repeat customer rate increased by 22%, boosting revenue and brand loyalty