{"id":177467,"date":"2026-01-21T10:29:45","date_gmt":"2026-01-21T10:29:45","guid":{"rendered":"https:\/\/www.igtsolutions.com\/?page_id=177467"},"modified":"2026-01-21T14:37:15","modified_gmt":"2026-01-21T14:37:15","slug":"transforming-the-customer-service-center-into-a-profit-center-with-an-insight-led-voice-program-for-a-leading-us-retail-e-commerce-brand","status":"publish","type":"page","link":"https:\/\/www.igtsolutions.com\/thought-leadership\/case-studies\/transforming-the-customer-service-center-into-a-profit-center-with-an-insight-led-voice-program-for-a-leading-us-retail-e-commerce-brand\/","title":{"rendered":"Transforming the Customer Service Center into a Profit Center with an Insight-Led Voice Program for a Leading US Retail & E-Commerce Brand"},"content":{"rendered":"
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Transforming the Customer Service Center into a Profit Center with an Insight-Led Voice Program for a Leading US Retail & E-Commerce Brand<\/h1><\/div><\/div><\/div>
CASE STUDIES<\/span><\/div><\/div><\/a><\/div><\/div><\/div><\/div>
\"Image\"<\/span><\/i>Download<\/a><\/div>
We implemented an insight-led Customer Care Voice program that transformed customer service into a scalable, revenue-generating operation while improving experience and controlling costs. Analytics-driven insights, optimized delivery, enhanced agent training, and streamlined processes delivered sustained gains across CSAT, revenue, and operational efficiency.<\/div>

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About the Client<\/h1>\n A U.S. based retail and e-commerce brand known to deliver a digitally driven, customer-centric shopping experience across online channels and select physical touchpoints. <\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

Business Challenges<\/h1>\nThe client struggled with low CSAT, weak cross- and up-selling performance, and rising costs, prompting the need to transform customer operations from a cost center into a revenue-generating function.<\/span><\/div><\/div><\/div><\/div><\/div><\/div>
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0<\/span>%<\/span><\/div>
100% increase in sales conversions. Increase in conversions from 12% to 25%.<\/div><\/div><\/div><\/div>
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Business Solution<\/h1>\nIGT Solutions implemented an insight-led Customer Care Voice program that transformed the client\u2019s customer service into a scalable, revenue-generating operation while improving experience and controlling costs. Through analytics-driven insights, delivery optimization, enhanced agent training, streamlined workflows, and a continuous improvement framework, the program delivered sustained gains across CSAT, revenue, and operational efficiency.<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

Business Results<\/h1>\n<\/div><\/div><\/div>
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~7% <\/h3>\nlower AHT<\/span><\/div><\/div><\/div><\/div>
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~96% <\/h3>\nSLA<\/span><\/div><\/div><\/div><\/div>
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Improved Quality <\/h3>\nScores to 95%<\/span><\/div><\/div><\/div><\/div>
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Improved <\/h3>\nCSAT to 95%<\/span><\/div><\/div><\/div><\/div>
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Upsell lifted <\/h3>\nto ~35%<\/span><\/div><\/div><\/div><\/div>
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Productivity<\/h3>\npeaked at ~116%<\/span><\/div><\/div><\/div><\/div><\/div><\/div>

Tools Partner\n<\/h1>\n<\/div><\/div><\/div>\"Image\"<\/span><\/div><\/div><\/div><\/div>

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Transforming the Customer Service Center into a Profit Center with an Insight-Led Voice Program for a Leading US Retail & E-Commerce BrandCASE STUDIESDownloadWe implemented an insight-led Customer Care Voice program that transformed customer service into a scalable, revenue-generating operation while improving experience and controlling costs. Analytics-driven insights, optimized delivery, enhanced agent training, and streamlined processes delivered sustained gains across CSAT, … <\/p>\n

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