Delivering £5M in Savings While Transforming Digital Contact Center Operations

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Delivering £5M in Savings While Transforming Digital Contact Center Operations

Discover how EXL helped a leading retailer transform its customer service. Download the full case study today.

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Intro

Transforming customer service operations is no longer just a strategic initiative; it is a critical component for enhancing the customer experience while driving significant cost efficiencies. For a leading retailer, achieving these outcomes required leveraging innovative digital transformation strategies within their contact center operations. By partnering with EXL, the retailer not only optimized its customer service processes but also delivered £5 million in savings, demonstrating the tangible impact of intelligent operational transformation.

The challenge

A multinational retailer with a vast network of physical stores and a robust ecommerce operation faced critical challenges in their customer service operations. They needed to deliver an exceptional contact center experience across multiple channels and languages to meet customer preferences—all while cutting costs. Seasonal fluctuations in staffing requirements, particularly during the holiday season, added complexity to achieving these goals.

The solution

EXL leveraged its expertise in digital solutions and contact center operations to tackle these challenges head-on. Here’s how we made it happen:

01
<p><strong>Improved Customer Experience:</strong> Advanced digital tools boosted service quality and customer satisfaction.</p>
02
<p><strong>Process Automation:</strong> Automated key processes to handle 7+ million interactions annually with ease.</p>
03
<p><strong>Smart Staffing:</strong> Analytics-driven staffing scaled 200+ employees in 3 months for peak demand, cutting costs while maintaining quality.</p>

Outcomes

Through this partnership, EXL and the retailer achieved remarkable, quantifiable outcomes, including:

£5M

<p>in savings through cost-efficient operations.</p>

+92%

<p>Customer Satisfaction Score (CSAT), reflecting enhanced customer experiences.</p>

90%

<p>resolution rate, ensuring swift and effective issue resolution.</p>

Why EXL?

Partnering with EXL means staying ahead of the curve. With our expertise in AI, natural language processing, and advanced digital solutions, we help retailers future-proof their customer service operations and drive continuous innovation. The transformation is just the beginning—EXL is your trusted partner for long-term success.

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Take the Next Step

Want to learn more about how EXL delivers exceptional results like these?

Download the full case study