Fortune 500 Fashion Brand Scales Support by 150% During Peak Season with Baja Call Center

About the Brand:

The brand is a globally recognized fashion company, renowned for its stylish and iconic collections. This company operates in the fast-paced retail environment, with customer expectations and inquiries peaking during high sales periods like the holiday season. To maintain service excellence, they needed a partner capable of providing flexible, scalable support.

The Need:

Scaling for Peak Season:

During off-peak months, this fashion brand handles around 11,500 customer interactions monthly (via calls, chats, and emails). However, in December, this volume spikes to 25,000-30,000 interactions. They required a customer support team that could seamlessly scale up to meet these demands while maintaining high service standards.

Focus on Customer Satisfaction:

As a customer-first brand, they needed to ensure that the surge in demand wouldn’t affect their satisfaction ratings. Maintaining a consistent and premium customer experience was critical.

Workforce Management:

Effective workforce management and forecasting were crucial to predict the surge in inquiries and align staffing levels accordingly. The company needed to handle a significant increase in both volume and complexity of interactions.

In 2019, they turned to Baja Call Center for help.

The Solution:

Baja Call Center provided the fashion brand with a dedicated team of bilingual agents, starting with 30 agents during the regular season and ramping up to 75-80 agents during peak periods. Our agents are skilled in handling common retail inquiries, such as orders, returns, and customer account support. Through weekly training sessions and process optimizations, we ensured our agents embodied the brand’s voice and values.

Additionally, Baja Call Center provided multilingual support, ensuring the brand could effectively cater to its diverse, global customer base.

Key Results:

• Customer Satisfaction (CSAT): Maintained above 94%, outperforming the average CSAT for the retail industry.
• Inbound Answer Rate: Achieved a 96.80% answer rate, ensuring customer queries were handled promptly, improving satisfaction and retention.
• Average Handle Time (AHT): Improved AHT by 46%, with the current AHT at 8 minutes for calls, ensuring customers received quick and efficient service.
• After Call Wrap (ACW): Reduced ACW by 80%, from 5 minutes to just 1 minute, enhancing overall efficiency.
• Complaint Reduction: Reduced BBB complaints by 94% since the partnership began in 2019.
• Support Coverage: Baja Call Center handled 100% of chat and call volume, along with 70% of email volume.

In 2024, the partnership expanded to include internal activities such as VIP Queue management, claim fulfillment, and billing cases.

"First and foremost, I want to express my gratitude for the longstanding partnership we have enjoyed with Baja Call Center Inc. over the past almost five years. The relationship has been invaluable to our operations, and we truly appreciate the commitment to delivering high standards of service."

Get Started with Baja Call Center:

Baja Call Center provides flexible and scalable customer support tailored to meet your business’s needs. Whether it’s handling eCommerce queries, providing live chat and voice support, or ensuring a seamless ramp-up during peak seasons, we are here to help. See how we can elevate your customer experience or request a quote today.