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Retail – Photo Products

Customer Experience & Back Office
This world-renowned client has the important task of taking precious customer photos and turning them into beautiful gifts – anything from canvases to photo books, mugs, and phone cases. Being the European market leader in photo products with millions of customers across the globe, they wanted an experienced, reliable outsourcer to manage their frontline customer services – covering multiple languages – as well as some of their back office functions.

Client Needs

The client wanted to consolidate their outsourcing to a single provider that could still deliver on their multilingual demands – streamlining their global service centres. It was no easy task with 10 languages required across 12 markets.
DDC was selected as the outsourcer of choice as a customer experience, back office and multilingual expert. As is the DDC way, we were able to tailor a solution to their needs and financial requirements. Moreover, our ability to flex with their supply and demand (which tends to be unpredictable) was a major contributor in the decision-making process. Due to their exceptional language capabilities, our nearshore hubs of Bosnia and Serbia were chosen to deliver this project.

DDC has exceeded the client's expectations, and developed a rewarding partnership of equal measure which is exactly what the Client Service Director was looking for.

Our Solution Summary

The team are fundamental to the success of this solution; they utilize their experiences, talking to the customers first-hand to offer suggestions and feedback that help our client provide the best CX possible.

  • A multilingual multichannel solution delivered 364 days of the year.

  • Supporting customers through email, chat, social, and voice across 10 languages.

  • A dedicated team covering all voice and non-voice customer service activities.

  • Supported the successful implementation of new software.

  • Flexed resources to support variable demand.

    • Key Success Points

  • Agile workforce that adapts to demand.

  • 91,000+

    calls taken in 6 months.

  • Equal partnership.

  • 10

    languages delivered.

  • Provided a quality expert to implement strategic insight.

  • 44,000+

    emails handled.

  • System integration.

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    Our Solutions

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    Who We Are
    What We Do
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    The DDC Group
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    DDC Outsourcing Solutions, Manton Wood Enterprise Park, Worksop S80 2RT

    DDC Outsourcing Solutions Limited – Ltd No. 2151319