2. CUSTOMER SERVICE
Healthy ready-made meals sold and delivered to end-users
across the USA, through a weekly subscription service.
Kitchens based in Maryland and Arizona produce around 1
million fresh and nutritious meals per week.
Exceptional customer service by dedicated teams working
A high-level understanding of the food industry in order to
offer customers a fully integrated omni-channel approach via
e-mail, chat and voice contact. Recruit, train and continuously
upskill associates in a shift-based environment. Hands-on
dedicated trainers and leadership assist associates with 3rd
party logistic queries.
Customer Satisfaction Achievement across skills:
225 emails a day @ a 90,6% CSAT (Customer Satisfaction) result
490 chats a day @ a 89,2% CSAT result
220 calls a day @ 90,6% CSAT result
Approximately 1000 interactions per day in a 24/7 channel @ a
90,45% CSAT result
Service Level Achievement across the skills:
Emails: 80,8% SLA (Service Level Agreement)
Chats: 91,4% SLA
Calls: 93,2% SLA
Agent capacity: 91,5%
Agent retention: 10 months