Highly flexible solution helps HSN easily handle fluctuating call volume.
Objective:
HSN, one of the world's largest multi-channel retailers, sought a cost-effective and flexible contact solution that would allow them to scale up or down quickly with high quality agents.
Solution:
HSN utilized West at Home to provide them with better educated agents and increased staffing flexibility during peak calling periods such as seasonal activity or special programming.
Results:
- Average over 1,900 trained home-based agents with over 190 simultaneous agents during staffed hours.
- Program was up and operational within a 6 week period.
- Ability to ramp up within a matter of hours from a state of “zero need” to more than 500 agents.
- West at Home has consistently met or exceeded HSN's goals for total call volume handling and up-sell conversions.
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