Answer rate lifted to a near-perfect 99%.
Scaling inbound support for Powerlook across calls, email and returns, turning a high missed-call rate into near-perfect answering while quality climbed.
Omnichannel support
Omnichannel supportPowerlook is a direct-to-consumer fashion brand in India. As daily order and query volumes grow, its support runs across calls, email, returns and outbound at once.
Rising volume, and too many calls going unanswered.
Volume across every channel
Daily volume was climbing across calls, email, returns and outbound at once.
A high missed-call rate
Too many callers were leaving without ever reaching a resolution.
Dissatisfied customers
Unresolved queries were weighing on brand image and the customer experience.
WISMO and product cases
Where-is-my-order and product escalations needed accurate, timely answers.
Answer everything, fast, across every channel.
A scaling desk that picks up in seconds, resolves on contact, and closes returns properly.
Inbound query
Calls, email, returnsPicked up fast
Under 10 secondsService Provider
Resolves the queryReturns handled
RVP verified & closedEscalate when needed
Product casesAnswer rate climbs
Toward 99%Nobody left waiting, on any channel.
Near-perfect answering
A tight pickup model pushed answer rate to a near-perfect 99%, so far fewer customers hang up unheard.
Picked up in seconds
Call pick-up stayed under the 10-second target every single month.
Coverage across channels
One team across calls, email, returns and outbound, so no channel gets starved.
Quality that climbs
Quality rose from 73% to 91% in three months through coaching and feedback.
Returns closed properly
RVP cases are verified and closed on time, not left hanging.
Handle time, fully met
AHT targets were achieved across the board, without cutting resolution short.
Near-perfect answering, faster pickup, and quality climbing fast.
Answer rate rose from 87.5% to 99.0% in three months. Call pick-up stayed under the 10-second target every month with full AHT achievement, and quality climbed from 73% to 91%.
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