Crafting a Trendsetting High-touch to Touchless Transition for a leading E-commerce giant Crafting a Trendsetting High-touch to Touchless Transition for a leading E-commerce giant

Crafting a Trendsetting High-touch to Touchless Transition for a leading E-commerce giant

Our client is an American multinational giant that focusses on direct e-commerce sales and also acts as the facilitator between other retailers and their customers. When the pandemic struck, they rose to the occasion by increasing the range and scale of their services.

The client sought Hexaware’s aid in contact-less movement, efficient contact center operations, service deliveries facilitation and positive customer-employee experiences. Other requirements included:

  • Managing increase in peak call volumes
  • Helping them address the potential staffing requirements
  • Facilitating aggressive hiring to meet the surge of requests

Hexaware helped future-proof the client’s IT operating model to maximize operational efficiency through contactless transitions and improve user experience. The primary business benefits gained included an efficient, secure and sustainable, work from home delivery model for contact center employees with experienced resource staffing as well as:

  • Effective remote screening and on-boarding
  • 300 staff on boarded within 7 weeks of initiation
  • 9 weeks end-to-end transition timeline
  • 90% certified OJT to BAU and many more

Every outcome starts with a conversation

Ready to Pursue Opportunity?

Connect Now

right arrow

ready_to_pursue
Ready to Pursue Opportunity?

Every outcome starts with a conversation