Customer Service BPO: China's leading retail company × Retail Membership System

1. Business Background

・Client: Leading domestic retail chain with tens of millions of members, serving via phone / online / APP

・Pain points: Low answer rate, insufficient first-contact resolution rate, unstable satisfaction, difficult quality inspection

・Goal: Build exclusive 7×13-hour membership service to improve experience and loyalty

・Dedicated team: Over 60+ seats, including data, on-site, QA, and training roles

・Omnichannel integration: Unified CRM with interconnected tickets and shared data across phone / online / APP

・Service closed-loop: Pre-sales consultation → In-sales support → After-sales complaint → Proactive follow-up → Evaluation & maintenance

・Lean operation: Real-time monitoring of answer rate / resolution rate / satisfaction, weekly optimization, monthly review

・Answer rate 98% (target 95%), first-contact resolution rate 92% (target 85%)

・Customer satisfaction 94%, complaint processing efficiency improved by 50%

・Member repurchase rate increased by 12%, service reputation significantly improved

・Drive business growth through service quality and build a sustainable competitive advantage.

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