Transforming the Customer Service Center into a Profit Center with an Insight-Led Voice Program for a Leading US Retail & E-Commerce Brand

We implemented an insight-led Customer Care Voice program that transformed customer service into a scalable, revenue-generating operation while improving experience and controlling costs. Analytics-driven insights, optimized delivery, enhanced agent training, and streamlined processes delivered sustained gains across CSAT, revenue, and operational efficiency.

About the Client

A U.S. based retail and e-commerce brand known to deliver a digitally driven, customer-centric shopping experience across online channels and select physical touchpoints.

Business Challenges

The client struggled with low CSAT, weak cross- and up-selling performance, and rising costs, prompting the need to transform customer operations from a cost center into a revenue-generating function.

100% increase in sales conversions. Increase in conversions from 12% to 25%.

Business Solution

IGT Solutions implemented an insight-led Customer Care Voice program that transformed the client’s customer service into a scalable, revenue-generating operation while improving experience and controlling costs. Through analytics-driven insights, delivery optimization, enhanced agent training, streamlined workflows, and a continuous improvement framework, the program delivered sustained gains across CSAT, revenue, and operational efficiency.