Growing Seasonal Sales for a Leading US Floral Retailer
Overview
Amid the pandemic, Inspiro met the seasonal surge in volume by transitioning to a hybrid delivery model.
Case Background
With most US states in lockdown, the Client needed a robust outsourcing partner who could weather the pandemic along with the anticipated seasonal surge in orders.
How We Delivered
Inspiro overhauled its recruitment and delivery strategies, including a massive shift from an 11-yearbrick-and-mortar delivery model to a hybrid model with 75% of agents working from home (WFH) and 25% working onsite.
- Ramped our digital recruitment efforts and Talent Acquisition team to process 15,000+ applicants, ultimately hiring 1,600 agents that meet client requirements.
- Deployed Inspiro@Home, our scalable and secure work-at-home solution.
- Used a real-time productivity monitoring tool that provided hourly updates on WFH agents to maintain performance standards, while a buddy system paired new hires with tenured agents to ensure consistent service levels.
Results
Inspiro’s efficient adaptability delivered multiple positive outcomes.
- Increased Client transactions by 40% compared to the previous year, despite the pandemic.
- Acclaimed best of three providers for the seasonal ramp and the only one to meet the FTE requirements.
- Awarded more than 50% of work volume—versus the agreed 35%—as well as a three-week work extension, due to excellent performance.
Contact Us
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Industries today face a common challenge: delivering unmatched customer experience (CX) amid rapid digital transformation. This daunting task can overshadow your core business focus, but Inspiro can help! We transform challenges into CX successes, earning us decades-long partnerships with some of the world’s leading brands.
