Missguided Case Study
“Becoming A First Choice Sales Solution”
Introduction
Missguided is a UK-based, multi-channel fashion retailer which seeks to differentiate itself from competitors through exceptional levels of 24/7 customer service. In order to ensure that customer satisfaction was remaining at their stringently high levels, they needed to engage in a comprehensive bench-marking exercise.
Actions & Results
At Intelling, we have developed a particular expertise in designing matrixes with which we can accurately process and analyse data to create clear representations. For Missguided, we developed bespoke, performance framework measuring metrics such as:
- Number of e-mails processed per hour
- Proportion of issues resolved by the first company contact
- Cost to the company per hundred enquiries
Going Forwards
The results of the exercise demonstrated that Intelling’s Contact Centre BPO staff were able to outperform both Missguided’s in-house teams and an auxiliary offshore provider, both in terms of performance and cost.
As a consequence, we entered into a contract with Missguided whereby all customer service activity was outsourced to Intelling.
