Charming Shoppes’ choice to have Global Response as their cross-channel call center leads to an increase in e-commerce sales
Over the years, Global Response has been improving companies’ call flow and product sales for an abundance of retailers. Over the span of thirty years, there are some exceptional cases that show just how much marketing and customer satisfaction can be affected by choosing the right call center.
In a recent case study conducted by business magazine, Integrated Solutions for Retailers, Global response was featured providing specialty retail giant, Charming Shoppes, improved customer satisfaction and an increase in sales. Like other large specialty retailers across the nation, Charming Shoppes- parent company of Lane Bryant, Fashion Bug, Catherine’s, Lane Bryant Outlets, Cacique, and Charming Direct, decided in late 2010 to start outsourcing their call-centers following the sale of their catalog center. They then started to look for a call center where there was flexibility around email, and the ability to add live chat to their already extensive customer service regimen, while still keeping their costs low. After carefully reviewing candidates with experience in multiple brands, they decided to go with the only choice that made sense. That choice led them to us, at Global Response, having the honor of servicing the customers of one of the world’s biggest retailers.
Here at Global Response, we can handle all call orders and inquiry calls related to both web and brick-and-mortar stores as well as email and live chat support. Susan Palumbo, director of business operations at Charming Direct, explains that “Although we needed to make sure our contact cost were in budget, our primary reason we chose Global Response was the way they would handle our customer. Their call center associates understood our different Web Platforms as well as the varied nature of incoming customer calls.” Palumbo was also attracted to our multiple call center locations around the United States. “Having alternative call centers gives us peace of mind that we have a backup in case of disastrous weather, which Florida is known for.”
Palumbo also deemed the move to Global Response to be a successful one; stating that Charming Shoppes has experienced improvements in both call talk time and average hold time, leading to a 38% sales increase. We thank you Susan for choosing Global Response as your call center and hope to continue making your business our pleasure….
A link to the PDF can be found here