A U.S.-based fashion retailer saved $5 million in order entry costs while increasing cross-sells and upsells and maintaining high customer satisfaction. The retailer selected iQor as their first and only business process outsourcing (BPO) partner over a leader in Gartner’s 2022 Magic Quadrant for Customer Service.
A managed services provider of customer engagement and BPO integrated digital services, iQor provided a strategic outsourcing partnership that cultivated a world-class sales culture through selective staffing, customized training, and coaching informed by iQor’s proprietary AI speech and interaction analytics.
In Year One, the client enjoyed:
- Savings of $5 million in order entry costs.
- Cross-sells nearly 9% above goal.
- Upsells 12% over goal.
- Credit card signups 2% above goal.
- Average handle time reduced by more than 16%.
To learn more, view the retail strategic outsourcing case study.