Search

Distribution – Parcel Locker Service Provider

Customer Life-cycle Solution
This client is a fast growth provider of affordable and eco-friendly parcel locker services, operating across Europe. Their mission is to make online shopping more convenient for all. From deliveries to returns, their operating model has exceptional green credentials at its core. 15 years on and they continue to grow at a rapid rate, with over 16,000 parcel lockers across Europe.

Client Needs

This client began the search for an outsourced customer service provider, moving away from the current in-house team (managed by another entity in their group), to support their ambitious growth plans. The outsourced partnership would allow them to focus on the operation and wider requirements to achieve their targets, whilst knowing the challenges of growing the customer service team would be met elsewhere. It was also important that, as the team grew, the quality of service did not suffer, and moreover continued to improve.
As much of their customer base was in the retail sector, the client also had to consider the peak season over the holiday period (Nov-Jan). The outsourced partner would need to provide the flexibility to ensure the high service standards were met whilst providing additional support over this period. To further add to the challenge, this was to be undertaken at the early stages of the national lock-down.

It’s a Success! 87% improvement in calls answered within 20 seconds (average wait time).

Our Solution Summary

  • The service involved voice, email, social and back-office administration.

  • Hybrid operational delivery is provided remotely in the UK with a further team providing non-voice support in Bosnia, Sarajevo.

  • Offering flexible resource coverage to the growing parcel locker estate of this client, which has more than doubled since the beginning of the partnership.

  • An extended hours service over 363 days, available from 8am – 10pm weekdays and 8am – 8pm at the weekends.

  • Further, demand on the customer service team has grown with Q1 showing a 99% increase in the volume of parcels handled by the client.

  • Agile management of resources to handle the peaks and troughs of seasonal demand.

    • Key Success Points

  • 401%

    increase in the volume of calls handled since the start of the campaign.

  • 27%

    improvement in inbound completion rates (72.7% to 93%).

  • 87%

    improvement in calls answered within 20 seconds (average wait time)

  • 74%

    reduction in abandoned calls.

  • 41%

    improvement in team quality

  • 48%

    improvement in average handing time

  • Partnered with the client to test and implement multiple initiatives

    • Start Your Project Now
    Our Solutions

    Customer Experience Related

    Case Studies

    Utilities – Energy Provider

    Telecoms – Broadband (& Multi-Utility) Provider

    Utilities – Industry Operations

    Distribution – Parcel Locker Service Provider

    Utilities – Energy Sector

    Finance – Financial Services
    Who We Are
    What We Do
    Sectors
    The DDC Group
    DDC-OS-LogoInverse-01-1

    DDC Outsourcing Solutions, Manton Wood Enterprise Park, Worksop S80 2RT

    DDC Outsourcing Solutions Limited – Ltd No. 2151319