Case study · Retail

How a Heritage Apparel Retailer Ramped 150 Agents in 8–10 Weeks for Peak Season

A U.S.-based heritage apparel retailer ramped up to 150 agents in an 8–10 week window with Fusion CX, protecting service quality through holiday peaks and moving to a cost-efficient 100-FTE steady-state model.
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Peak-season customer care team for a heritage apparel retailer, agents in headsets beside racks of coats and knitwear
100
FTE steady-state model
Client
U.S. heritage apparel retailer
Industry
Retail · Direct-to-consumer apparel
Services
Inbound voice, order entry and post-purchase support
Delivery
Offshore, inbound voice
The results

Holiday-ready, then built to last.

Measured outcomes across peak and post-peak periods.
150 | agents ramped for peak season 8–10 | week holiday ramp window 100 | FTE steady-state model
01Challenge

Holiday call surges were outpacing a traditional staffing model.

A U.S.-based apparel retailer with a long-standing direct-to-consumer business relied on inbound voice for order entry, catalog inquiries and post-purchase support. Call demand spiked sharply at Thanksgiving and Christmas, and keeping a large U.S.-based workforce year-round was not economically sustainable.

Seasonal volume surges

Thanksgiving and Christmas call demand rose sharply.

Rapid hiring window

Large cohorts had to be ready in 8–10 weeks.

Steady-state cost pressure

A year-round U.S. workforce was not sustainable.

Performance consistency

New agents had to match tenured staff quality.

02Solution

A structured seasonal scaling framework for peak and beyond.

Fusion CX combined accelerated hiring, standardized call handling and dedicated QA oversight to hold service steady through the Thanksgiving and Christmas peaks. Strong peak performance then led to a transition into a more cost-efficient, 100-FTE steady-state model.

Rapid peak scaling

Up to 150 agents ramped in 8–10 weeks.

Voice and order entry

Orders, status, returns and cancellations handled at peak.

QA and team leads

Oversight kept SLAs and quality at onshore parity.

Steady-state transition

A 100-FTE model replaced higher-cost U.S. roles.

03Impact

Peaks absorbed, costs down and a long-term partnership earned.

The ramp met peak holiday demand while maintaining high service levels. Call hold times dropped during peak periods, contributing to stronger CSAT, and the client achieved meaningful cost savings without compromising SLAs or KPIs.

Consistent performance earned Fusion CX the majority share of steady-state staffing, and the retailer now has a repeatable framework for the recurring peaks and valleys of apparel retail.

A strong peak season is the foundation for a lasting, steady-state partnership.

04Key insights

What other programs can take from this.

  • Seasonal retail brands need partners that can scale quickly without sacrificing service quality.
  • Accelerated hiring and structured onboarding are critical for meeting holiday demand windows.
  • Offshore delivery can drive significant cost efficiency while keeping parity with onshore performance.
  • Strong peak-season performance creates the foundation for long-term, steady-state partnerships.
  • Scalable CX models help retailers manage demand volatility while protecting revenue and brand experience.
Download the full case study

In this case study, you’ll see:

How seasonal capacity was ramped within an 8–10 week holiday window
The operating model, built on standardized call handling, QA governance and team lead oversight, that protected service consistency during peak sales periods
The measurable outcomes: up to 150 agents ramped in 8–10 weeks, lower peak hold times and a 100-FTE steady-state model
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Heritage Apparel Retailer
Case study · Retail

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    The Fusion CX‑factor

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    22years in CX
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