Scaling A Sportswear Company

About The Client

Our client is an internationally-known American brand that manufactures outerwear, and gear for active, outdoor lifestyles fortified with industry-leading technologies.

Over the past 80 years, their family of brands has grown to more than 10,000 employees and proudly sells products in more than 100 countries. They are now known for their outstanding customer experience.

Challenge

Our client needed to rebuild lagging customer satisfaction. To accomplish this, there were opportunities to increase headcount in their contact centers, get better insights into their recruiting metrics, and bring on additional multilingual talent.

Impact of Data Insights on Customer Satisfaction

Providing an excellent customer experience is a top priority for the company. This extends beyond the storefront and includes the contact centers where customers reach out for help with their products.

The sportswear company engaged multiple vendors to support their contact centers, but they faced difficulties in finding appropriate solutions that could meet the client’s specific needs. As a result, their customer satisfaction scores suffered.

Solution

Within two years, Evergreen transformed the client’s operations, making this location the global brand’s top-performing contact center. Here’s how we did it:

Increased headcount 5x to meet daily demand and responded to seasonal needs fluctuations
Hired multilingual talent to serve a global customer base
Created a three-week training program for new hires
Hosted ongoing soft skills training including empathy-building customer care exercises—a type of training that can directly lead to higher customer satisfaction
Implemented performance scorecards so the team knew how they were positively impacting customer satisfaction

4.25x

The Industry-Standard CSAT Response Rate

98%

Average CSAT Score for Non-Policy Related Issues

91%

Schedule Adherence