The Client

Industry: Retail - Headwear / Apparel

Solution: Multi-lingual Customer Lifecycle 

The Challenge

New Era Caps relied on in-country account managers to handle incoming emails, calls and chats. However, this was not their core function, resulting in missed communications with customers, leading to negative feedback. As a customer-centric brand, New Era Caps made the decision to move to an outsourced customer service team.

They were looking for a central customer service team managing all customer contact across five countries and languages. This would ensure that customer queries are picked up and resolved in a timelier manner, resulting in better customer experience. Further, giving the Account Managers time to focus on their core tasks.

“Hiring an in-house team was considered but does not give room for flexibility during low and peak periods, so I set out my mission on finding a partner who could provide us with a multilingual flexible solution.” Trish Freeborn, Head of Customer Service EMEA, New Era Caps.

The Solution

DDC Outsourcing Solutions UK (DDC OS), were the ideal partner to deliver a multilingual contact centre.  We implemented a team of six agents, all skilled in at least two of the languages required, with some able to work over four of them. The team is currently utilising two key agents dedicated full time to the project, with four supporting during busy periods and providing cover for absence. This model enables the variations in volume, common in retail, to be handled with ease. 

The solution involves handling inbound customer contact via calls, web chat and email, in English, German, French, Spanish and Italian. As a provider of omnichannel customer services, we have been able to identify further tasks in which to support New Era Caps with, adding value to the project through continuous improvement. 

The New Era Caps brand is core to the organisation, it is internationally recognised, and therefore the customer experience must be an extension of the brand values. Through a range of product training and brand orienteering exercises, the team have become an extension of the New Era team and are a true reflection of the brand. This gives New Era Caps the peace of mind that their brand is in safe hands, without the overheads of an internal customer service team.

The Benefits

  • Customer satisfaction scores have significantly increased with percentages increasing week on week. 
  • There has been an increase in customers leaving feedback and providing comments about the level of service that they are receiving. 
  • Significant decrease in the amount of missed correspondence. 
  • Response times drastically improved. 

Summary

“I knew when the campaign brief arrived with us that we could really deliver their requirements to a high standard and offer a fit with their branding and vision. The team really embraced New Era and exceeded expectations even before we officially went live, their enthusiasm for the project is amazing.” DDC OS

“Within the first few weeks of go live, our satisfaction scores went up! Not only these results improved, but also our response rates to queries. SLA’s were being achieved within the first 2 weeks of go live! The team picked all the training up very quickly and were excited to get started. 

The DDC team have not only influenced our end consumers, but also our whole customer service team. The B2B team have time to focus on their daily account management tasks, and also provide a better service to our B2B accounts.

Our end consumers are now receiving a great service, and so are we. It has been a great start with DDC, and we look forward to what the future brings.” New Era Caps.

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Customer Lifecycle Solution

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