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Retail – Online Optician

Multilingual Customer Service Solution
Europe’s leading omnichannel optician with e-commerce sites in 10 countries, over 30 company-owned stores in Germany, and a network of partner options across Europe.

Client Needs

Our client was looking to partner with an outsourcer for multiple reasons. Firstly, they wanted to enhance their customer service offering across the European market. To support their growth, this service would need to cover inbound voice and email communications in multiple languages, 7 days a week, 364 days a year. Moreover, the dedicated team would need to flex up and down to support seasonal demand, with the client seeing a spike during the summer months. The outsourced team would need to embrace the brand and seamlessly integrate with the client.
Excellent Customer service is vital for this online optician as they aim to build confidence in this new way of purchasing glasses. It is not simply a case of dealing with the occasional damaged item or delivery concern, but also prescription related questions which require a deeper technical understanding. To deliver this, the team naturally would need to be of high quality to handle these queries

It's a Success! FCR ^11%

Our Solution Summary

  • Provided multilingual services from our nearshore location.

  • Provided expert technical support that is expected of an online optician. Such as thickness of glasses, pupil distance measurements, and beyond.

  • Flexed to meet volume spikes and offer secure remote working.

  • Invested in qualified people in the eye-wear industry to better understand and support the end customers.

  • Delivered training on the client's premises for full brand immersion.

  • Managed the team over extended hours and days.

    • Key Success Points

  • Seasonal team that doubles in size.

  • Improved Trustpilot scores.

  • ^11%

    First Contact Resolution rate improved by over 11%.

  • Service Levels & KPI's consistently met.

  • QA Framework mutually developed.

  • Delivered complex query management.

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

    DDC Outsourcing Solutions Limited – Ltd No. 2151319