Staffing flexibility helps ShopNBC generate over $26 million in additional revenue.

Objective:

ShopNBC, currently the third largest television home shopping network in the United States, was searching for a highly flexible solution that could deliver adequate staffing levels and effectively handle extreme variations in call volume.

Solution:

West's solution featured a large and highly skilled agent pool comprised of both home-based agents and call center agents. This allowed West to quickly adjust staffing levels to meet the fluctuating call demand, making it possible to handle more calls and maximize sales conversions for the shopping network.

Results:

• Average over 1,800 trained home-based agents with over 250 full-time positions combined with over 270 brick-and-mortar agents.
• Handled 28% more order capture calls than forecasted, resulting in over $26 million in additional revenue for ShopNBC.
• More than a quarter of all daypart intervals generated greater than forecasted volume, yet West was still able to abandon fewer than 3% of all order capture calls.
• West's agents consistently met or exceeded order conversion goals.
• West was able to deliver quality scored in the mid-nineties for both customer care and order capture calls.

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