West at Home provides ProFlowers with greater flexibility, better quality, reliability and value.

Objective:

ProFlowers, one of the nation's leading online providers of flowers and gifts, needed to outsource their seasonal call volume to a partner who could quickly ramp up to meet the increased demand without sacrificing quality and service.

Solution:

Currently, West at Home has over 1,200 trained agents to handle ProFlowers' steady-state volume. During the holiday seasons, West can average over 200 simultaneous agents handling ProFlowers' incoming calls, including; order placement, upsells, account management and customer service inquiries.

Results:

  • Quality scores are on average 10 points higher than most of ProFlowers' other outsourced vendors.
  • Consistenly hit service level objectives and average over 95% in staffing reliability, which is substantially higher than any other ProFlowers vendor
  • Ability to meet staffing needs which can often fluctuate from 8 agents to over 200, down to 50 agents and back up again to 200 in a very short period of time.
  • Helped company achieve a double digit increase in sales compared to the previous year's results.
  • This increase in sales combined with a reduced cost per call helps provide a significant return on investment for ProFlowers.

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"West at Home is a key strategic partner of ours and has become an extension
of our internal call center. This relationship has turned me from a skeptic to a believer in the home-based agent model."

JC Boissy - Senior Manager Outsourcing ProFlowers - Provide Commerce