Recruitment

Huntswood Delivers a State of the Art Contact Centre and Operational Improvements for a Large Retailer

Resources

Case Study

Date

October 20, 2023

BACK TO ALL POSTS

Huntswood Delivers a State of the Art Contact Centre and Operational Improvements for a Large Retailer

Table of contents

  • Challange
A globally recognised takeaway delivery service was restructuring its business to manage seasonal peaks. To support its in-house team, the client sought an onshore telephony partner capable of handling inbound contact from both customers and restaurant partners.

The Challenge:

The client required a partner that could operate during non-standard hours and scale quickly to meet demand. They needed a motivated workforce, rapid deployment, and assurance that quality standards would remain high despite a compressed training schedule.

The Solution:

Huntswood delivered an engaged and flexible team from its Glasgow centre of excellence, deploying 84 FTE within six weeks. By targeting groups seeking evening and shift work, such as local university and college students, we ensured strong engagement and schedule alignment.

Our multi-skilled resource and bespoke training programmes enabled a shortened training schedule without compromising quality, bringing agents to full production in just nine days. Weekly governance sessions with the client ensured alignment on call scoring, achieving full calibration on quality and maintaining performance standards throughout.

The Results:

  • 84 FTE deployed in six weeks
  • Agents fully operational in nine days
  • Quality calibration within 2% of client scores
  • Outstanding KPI performance:
    • 90% Right First Time (target: 88%)
    • 94% Customer Satisfaction (target: 90%)
    • 8% Agent Downtime (target: 10%)
Skip to content