ARC Business Process Outsourcing

BACKGROUND

Please describe your company and position.

I am the Head of Customer Service of an ecommerce company

Describe what your company does in a single sentence.

Hybrid tech/ecommerce

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ARC Business Process Outsourcing to accomplish?

• Outsourcing of CS team
• Multilingual agents

SOLUTION

How did you find ARC Business Process Outsourcing?

Online Search

Why did you select ARC Business Process Outsourcing over others?

Company values aligned

How many teammates from ARC Business Process Outsourcing were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

• Customers Interactions: Front-line representation of our company on EMEA markets and interactions via Webform, Emails, Live chat, Social Media and Reviews 
• Issue Resolution: Level 1 and Level 2 queries and troubleshooting. 
• Product Knowledge: explain in depth products and services to end-customers + Upsell/Cross- sell Team Collaboration Multilingual and multi channels

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Overall satisfaction: Decrease on FRT and AHT + increase on Csat and AOV on the specific markets

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Everything was dealt with according to plans with a great professionalism and flexibility. I can only recommend Anya's leadership. Very pleased to be working with them.

What was your primary form of communication with ARC Business Process Outsourcing?

Virtual Meeting

What did you find most impressive or unique about this company?

They have great company values.

Are there any areas for improvement or something ARC Business Process Outsourcing could have done differently?

none