Challenge
Solawave – one of the fastest growing direct to consumer beauty care product brands in the US – faced mounting customer service tickets and a litany of associated challenges:
- Hiring a full-team in the US was extremely costly
- Hiring seasonally for Black Friday / Cyber Monday and the holiday season within the US faced structural issues
- Finding a dedicated and accountable outsourcing partner with top-tier talent seemed daunting. Solawave cycled through outsourcing partners, unable to find a true partner
- Solawave was particularly interested in optimizing for amazing English – both written and verbal – but was having trouble finding a partner who could source such talent
Solution
Dedicated Staffing
- Recruited and hired 5+ customer service omni-channel agents with amazing English skills
- All agents passed a rigorous and custom 5-step interviewing processes
- Candidates were quizzed on Solawave specificities, given an aptitude test, interviewed by CustomerX US based management, and eventually interviewed by Solawave itself
White-Glove Commitment
- Only the best agents were chosen, and only the most driven agents were retained
- Unlike other partners in the past, CustomerX maintained a fluid and flexible approach to staffing levels with as little notice as two weeks
- Took complete ownership for hurdles along the way
Cost-Effective Scaling
- Delivered significant cost savings of over 60% per FTE compared to in-house staffing
- Created scalable framework for adding resources as practice grows
Results
With CustomerX as it’s partner, Solawave found its long-term “partner in customer service crime”
- For the first time, Solawave felt comfortable staffing non-US agents on the phone
- Created a true team-based dynamic with zero voluntary attrition throughout the Solawave-CustomerX partnership
- Finally found an outsourcing partner to rely on well into the future.
Key Differentiators
Hands-On Leadership
- Executive involvement in training
- On-site implementation support
- Direct participation in workflow analysis
Sustainable Staffing Model
- On-site management presence
- Built-in succession planning
- Continuous training programs
Cost-Effective Scaling
- Reduced operational expenses
- Flexible resource allocation
- Scalable implementation model
”"The CustomerX team is just delightful. They put in place an incredible layer of accountability, starting with their account management team that I can direct message within our shared Slack channel at any time. They are able to find the best agents because of the sheer amount of folks they interview. I have worked with several other outsourcing partners, and it isn’t close… CustomerX is the best by far. I couldn’t recommend them enough!”
Sherisse Amsterdam, SolawaveCustomer Service Lead
To learn more about how CatalyzeX can help your organization harness the power of AI and BPO, contact us today to schedule a free consultation.
With CustomerX, you gain access to a powerful combination of unmatched expertise, advanced technology, and exceptional talent – all working together to elevate your customer service to new heights. Trust us to be your partner in crafting customer experiences that drive loyalty, retention, and growth.
We’re a part of your team.
Commitment
We deliver the highest caliber talent and service. No exceptions.
Value
We take the time to understand your unique needs and craft customized solutions.
Resources
We focus on long-term success, not just short-term transactions with ongoing training and look for ways to optimize results.
