Case studiesBPOOrtigas Center, Metro Manila
Scaling DTC E-commerce Customer Experience for a US Consumer Brand
92%
Customer Satisfaction (CSAT)
6.2 min
Average Handle Time
78%
First Contact Resolution
18%
Agent Attrition (annualized)
The challenge
- CSAT stagnant at 71% under the previous US-based vendor, materially below D2C category benchmark of 88%
- Average handle time averaging 14 minutes per contact against a category benchmark of 6 to 8 minutes
- First contact resolution rate stuck at 42%, driving repeat contact volume and cost
- Agent attrition exceeding 45% annually with the incumbent vendor, causing continuous re-training overhead
- Q4 peak season volume 3x baseline, consistently overwhelming the incumbent's static staffing model
The Corpshore approach
- Migrated the queue mix from voice-heavy to omnichannel, transitioning to 65% chat, 25% email and 10% voice based on customer preference analytics
- Deployed COPC-certified Team Leads and a three-layer QA framework covering peer, senior and adversarial review
- Built a proprietary 340-article internal knowledge base with tagged escalation routing, cutting research time per contact
- Designed a Q4 peak-season surge team of 22 cross-trained backup agents ready to activate within 72 hours of demand signals
- Instituted weekly performance reviews with client CX leadership and monthly QBRs with executive sponsors
Results and impact
| Metric | Before | After | Change |
|---|---|---|---|
| Customer Satisfaction (CSAT) | 71% | 92% | +21 points |
| Average Handle Time | 14.0 min | 6.2 min | -56% |
| First Contact Resolution | 42% | 78% | +36 points |
| Agent Attrition (annualized) | 45% | 18% | -27 points |
| Cost per Contact | Baseline | -34% | 34% reduction |
| Q4 Peak SLA Attainment | 62% | 98% | +36 points |
The Corpshore Manila team feels like part of our own operation. Their proactive escalation and Q4 peak preparation completely changed how we approach seasonality.