Case study · E-commerce

Maximizing ROI During Seasonal Surges for A Leading E-commerce Brand in the US

A Vermont-based eCommerce brand scaled from 5 to 50+ FTEs for holiday peaks, hit a 90% QA benchmark and saved on in-house hiring with Fusion CX’s multi-channel team in Jamaica.
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Maximizing ROI During Seasonal Surges for A Leading E-commerce Brand in the US
90%
quality assurance benchmark achieved
Client
Vermont-based eCommerce brand selling under several brand umbrellas
Industry
E-commerce · Gifts and fashion essentials
Services
Inbound sales, order entry, customer service, order tracking, returns, email and chat
Delivery
Nearshore, Jamaica
The results

Scale for every holiday, quality all year.

Outcomes of a seven-year partnership.
10x | FTE scale, from 5 to 50+ at peak 90% | quality assurance benchmark 7 | years of partnership
01Challenge

Not one holiday rush, but many.

The client faced escalating volume spikes around Christmas, Valentine's Day, Easter, Mother's Day and Sweetest Day, and needed a partner proficient in multi-channel support across its diverse lines of business.

Multiple holiday peaks

Several surges every year, not just Christmas.

Diverse lines of business

Different brands and product lines to support.

Multi-channel needs

Phone, email and chat in one program.

Hiring pressure

Avoiding costly in-house seasonal hires.

02Solution

A holistic program from Jamaica.

Operating from its service delivery hub in Jamaica, Fusion CX tailored a holistic approach to the client's multifaceted needs.

Team formation

New recruits integrated with seasoned professionals.

Hybrid training

Virtual sessions plus onsite mentoring for rapid scaling.

Broad service scope

Inbound sales, orders, tracking, returns, email and chat.

Team leader support

Extra TL support for the client's internal teams.

03Impact

10x scalability and a 90% QA benchmark.

Fusion CX consistently met key performance metrics, including a 90% quality assurance benchmark, and scaled from 5 FTEs to 50+ during peak seasons, reducing the client's need for in-house hires.

The client gained substantial cost savings from Fusion CX's efficient operating base, while onsite training and hands-on management streamlined workflows.

The client praised the management approach, agent caliber, training and the ability to scale fast and extend hours.

04Key insights

What other programs can take from this.

  • Blending new recruits with experienced agents speeds up seasonal ramps without losing quality.
  • Hybrid virtual and onsite training lets programs scale quickly for every holiday peak.
  • A nearshore base can replace seasonal in-house hiring and lower costs.
Download the full case study

In this case study, you’ll see:

The challenge of handling volume spikes across Christmas, Valentine’s Day, Easter, Mother’s Day and Sweetest Day
How blended teams, hybrid training and team leader support enabled rapid scaling
The cost savings and 10x scalability delivered from Jamaica
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Vermont-Based eCommerce Brand
Case study · E-commerce

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    The Fusion CX‑factor

    40+delivery locations
    13countries
    28languages supported
    22years in CX
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