Championing Contact Center Innovation for eCommerce Leader 

Inspiro

Championing Contact Center Innovation for eCommerce Leader 

Championing Contact Center Innovation for eCommerce Leader 

As leading vendor, Inspiro earned trust to pilot CX programs for adoption across the Client’s provider network.

Incubation partner for automation and process improvement

 15% cost-to-serve reduction

 No. 1 vendor in price and performance

Background

To meet the demands of a growing customer base in multiple markets, a leading eCommerce company in Asia needed a partner to spearhead CX improvement initiatives, for eventual rollout to its network of CX providers.

How We Delivered

In line with the Client’s objective to connect buyers and sellers within one community, Inspiro:

  • Deployed a unified global structure — multi-site operations, single point-of-contact — complemented by a work-from-home (WFH) workforce, resulting in better client coordination on staffing requirements, ramp schedules, and sales/promo forecasts
  • Developed an automated Escalation Tracker, which was eventually adopted by the Client for enterprise-wide use
  • Deployed Simulate by Inspiro that provided agents with interactive training on the main tools used by the Client
  • Initiated contact reduction initiatives by establishing a chatbot and website FAQs 
  • Instituted monthly and quarterly recognition programs powered by a real-time productivity monitoring tool that tracked agent performance

Results

Inspiro grew the Client’s headcount, markets, lines of business — and continues to inspire and deliver value.

  • Chosen as incubation partner for automation and process improvement
  • Reduced cost to serve by 15%
  • Decreased invalid escalations at only 0.15% of total volume
  • Continuously exceeded targets for Voice and Chat CSATs
  • Ranked no. 1 vendor in price and performance
  • Achieved 9x FTE growth in three years

About Inspiro

Inspiro is the outsourcing specialist with a network of 32,000 customer champions across 51 strategic locations. We deliver multilingual, end-to-end, value-driven CX solutions to the world’s leading brands, enabling our clients to optimize processes, exceed metrics, and surpass overall customer satisfaction. 

Inspiro is owned by Relia, a member of Japan’s Mitsui Group.