Client Background

Client: World’s Largest e-Commerce Company

Industry: e-Commerce

Products or Services: Customer Service

Geography or Areas of operations: India

Challenge: 

• Inefficiency in handling spikes despite multiple vendors
• Lack of a strategic partner with a wide geographical presence and regional language capabilities
• Inability to transition during seasonal ramp ups
• Challenges in meeting peak season variations
• Customer experience hampered during seasonal spikes
• Business disruption risks due to pandemic

Solution:

• Wipro provided quick enablement of scalable infrastructure to support the volume variations
• Quick go live by seeding of resources
• Implemented flexible staffing for ramp-ups during peaks, and post peak ramp downs, by hiring a combination of tenured permanent and contractual employees
• Smooth movement from WFX to WFO by ensuring infrastructure and systems readiness in-keeping with all pandemic measures

Business Impact:

• ~400 FTEs on-boarded in 4 weeks
• Faster go live in 8 weeks
• Movement from WFX to WFO in 3 days
• Ramp of 400+ FTEs for seasonal spike
• 90% CSAT achieved
• Metrics Performance: 
• PRR: >85.68%
• RAP: >75.37%
• Offer rate: >90.95%
• Other SLAs include AHT and NPS, which are specific to processes