Next-Gen Offshore Outsourcing Provider
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Outsourcing
Outsourcing
Glass‑box
Outsourcing
Outsourcing
From Planning to Performance:
plus-size e-shop's flawless start
Client:
E-commerce, Plus-size outdoor apparel;
Melbourne, Australia
Melbourne, Australia
Service:
7-agent omnichannel desk covering consultation, returns, and appointments
Results:
Returns ↓50%
Conversion 27%→42%
CSAT 4.9/5 | Chat 35s
Email 11min
Conversion 27%→42%
CSAT 4.9/5 | Chat 35s
Email 11min
Client faced a perfect storm of operational risks that threatened their customer experience and bottom line
The business challenges
With size-related returns affecting margins, the company needed proactive consultation to reduce returns before they happened. In the plus-size outdoor segment, where fit anxiety is three times higher than in standard apparel, each missed size recommendation leads to lost revenue and trust.
Unable to predict where demand would spike—consultations, returns, or appointment bookings—the Client risked overstaffing and burning budget, or understaffing and losing customers. Their 4 PM to 8 PM AET peak window was especially volatile, with unpredictable surges across all channels.
With a team of only seven agents, even one absence could jeopardize SLAs. Traditional BPO models charge premiums for backup coverage, raising economic concerns. The company needed reliability without extra costs for unused capacity.
After years of in-house support, the Client worried about losing the personalized approach crucial to body-positive customer relationships. The risk was agents giving general service to customers who need a specialized understanding.
Targeted solutions to meet challenges
The Stakes: Miss these targets and face cascading failures—poor CSAT driving more returns, more returns driving higher costs, higher costs preventing growth investment.
Vetting & Pre-Training
Before the Client's training even began, we deployed our Pre-Training Orientation:
- Niche Immersion: Plus-size customer psychology and fit anxiety patterns
- Cultural Calibration: Australian consumer expectations and communication style
- Language Assessment: Custom-designed case studies testing English proficiency in context-specific scenarios
- Technical Baseline: Pre-tested typing speed (60+ WPM) and existing skills with similar platforms
Buffer Staff
We provided 2 FTE buffer agents for the first month, then 1 FTE on an ongoing basis. The economics were transparent:
- Free when idle: No charges for standby time
- Paid when deployed: Coverage for illness, resignation, or coaching billed at the standard rate
- Surge option available: the Client could request buffer deployment during demand spikes (paid)
Coverage Design
In the first week, we worked with the Client to identify real demand patterns and adjust shifts. Instead of fixed roles, we maintained flexible coverage to respond quickly. Buffer agents always helped where demand was highest, ensuring no service gaps during sudden rushes.
TL's focus
Since the Client prioritized reducing returns and keeping customers happy, we made sure our Team Lead focused on these goals. By working closely with the client and running coaching sessions as needed, we beat in-house results for returns and customer satisfaction in just 1.5 months. By month three, returns were down 50% and CSAT reached 4.9.
The team’s strong performance also helped more consultations turn into orders, rising from 27% to 35% in the first few months. After we hit our primary targets, the Team Lead focused on improving conversions. With more training, the rate kept rising each month, reaching 42% for a 55% overall improvement.
The team’s strong performance also helped more consultations turn into orders, rising from 27% to 35% in the first few months. After we hit our primary targets, the Team Lead focused on improving conversions. With more training, the rate kept rising each month, reaching 42% for a 55% overall improvement.
Surges handling
We organized the Client's support channels into three streams: Consultation, Returns, and Appointments. Each agent learned all three but focused on one per shift. This helped agents get up to speed 40% faster and stay focused, even during busy times. Weekly rotation kept skills fresh.
Speed to Excellence:
Time-to-Value Milestones
Time-to-Value Milestones
Week 2. Achieved target response times (Chat: 60s, Email: 18min) — dedicated focus vs. in-house multichannel juggling
Month 1.5. Exceeded in-house CSAT and returns performance
Month 3. Reached peak stable metrics exceeding all KPI targets
Zero-Defect Delivery
- No unplanned downtime across entire engagement
- No coverage gaps despite 2 staff rotations
- Buffer staff absorbed all volatility seamlessly
- 100% candidate graduation rate (thanks to vetting & pre-training)
Quality Consistency
- Month-over-month CSAT never dropped below 4.8
- Returns reduction sustained at 50% after month 3
- Conversion rate showed continuous upward trend
Before → After Comparison
Let’s see the results
Metrics
Marke.tel
(month 3+)
(month 3+)
In-house (before)
Improvements
Chat First Response
Email Response Time
CSAT Score
Returns Rate
Consultation → Order
RMA Resolution Time
Coverage Gaps
35 seconds
60 seconds = target
42% faster
11 minutes
20 minutes = target
45% faster
up to 11% of all
50% cut
27-35%
Matching target score
30%
Zero incidents
<48 hours
4.86 / 5
4.61 / 5
Top-tier performance
48-72 hours
Up to 33% faster
Frequent during peaks
100% reliability
up to 50% cut
Client got enterprise-grade front-office metrics from a 7-agent team at SMB prices, with zero operational headaches.
Why it works for SMB e-commerce?
Small Team Delivery Specialization
Definition:
Rather than having generalists handle everything, a small team of specialists rotating through clear roles brings real expertise.
Result:
Your customers get help from people who know their stuff, not just someone reading a script
Pre-Training = Faster Start
Actions:
We cover a 6-hour pre-training at no extra cost
Result:
This way, when your training starts, agents pick things up twice as fast. You still train your team, but they start with a stronger foundation.
Buffer Without Bloat
Problem:
Most of small businesses can’t afford extra staff just in case
Solution:
With our free buffer agents during downtime, you get reliable enterprise-like coverage, but only pay when you actually need the extra help.
Focus on Specific Goals
Strategy:
Choosing the right team goals, one step at a time, is the key to long-term
Results:
Client's 50% drop in returns and 55% boost in conversions show how your front office can drive profits, not just costs.
You don't need 20+ agents to deliver enterprise-grade support metrics
- Faster response timeswith properly sized outsourced teams vs understaffed in-house operations.
- Higher CSATthan typical outsourced teams or virtual assistants.
- 50% return reductionthrough proactive consultation and attention to customer request details.