The Challenge
A Canadian eCommerce brand needed to establish an offshore customer support team but had faced previous challenges with offshore hires failing to meet their specific brand tone and North American customer expectations. The key need was for agents with high empathy and excellent communication skills.
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The Solution
Offshore Elevate developed and deployed a tailored recruitment strategy specifically designed to address the client’s cultural fit concerns. This included specialized cultural fit assessments during the vetting process and customized training modules focused on North American customer service standards and brand tone. We successfully placed four remote customer experience agents who demonstrated exceptional English proficiency and a shared understanding of the desired customer interaction style.
The Result
The strategic approach resulted in a highly effective and culturally integrated CX team:
90% Customer Satisfaction (CSAT) achieved within just one month of the team’s deployment.
24/7 coverage for customer support, delivered through cost-effective shifts.
Consistently positive feedback from customers regarding the team’s brand tone and empathy.
A scalable team with built-in training support, ensuring long-term adaptability.
