Retail E-commerce — Call Center Case Study
Mid-size online home goods retailer with high SKU count and seasonal peaks. US • B2C • Retail.
A home goods e-commerce brand routed support calls to warehouse staff during peaks — killing conversion. We stood up a dedicated inbound team with scripts, CRM pop-ups, and callback queues that raised phone order conversion 2.5x.
Results
- 85% — Answer Rate
- 30 sec — Average Speed to Answer
- 2.5x — Phone Order Conversion