eBags.com Proving Insourcing American Jobs Works
Online Retailer Saves Money Returning Call Center to USA
(firmenpresse) - DENVER, CO -- (Marketwire) -- 01/10/12 -- Leading online retailer, eBags.com, announced they were able to reduce fourth quarter customer care expenses by 34% versus the same period last year. During this same period, the company's sales increased 27% over last year.
Insourcing their customer call center from the Philippines to America was one of eBags' key improvements in 2011. At its peak during the 2011 holiday season, the company had 38 customer call center representatives, all located in the USA. Average order value increased 11% in 2011 with those orders handled by the American customer care team. Contacts per order, a key customer service metric, has fallen almost 30% since bringing operations to the United States. In addition, first call resolution rate climbed to 80% in the fourth quarter of 2011 versus 69% in the prior year with overseas operations.
Said Rob Cassidy, vice president of operations for eBags, "We made the decision to insource our call center because we felt it was the best customer experience and more in line with the eBags brand. We were pleasantly surprised to realize positive financial benefits as well. To have sales increase 27%, lower customer care costs by 34%, and increase overall customer satisfaction demonstrates the strength of our internal team and validates our decision to move our call center operations to the United States."
eBags earlier announced that sales in 2011 were up 26% over the prior year, resulting in an all-time record. The company hired 22 full-time employees in 2011, a 24% increase in headcount. In addition, December 2011 was the most profitable month in the company's twelve year history.
About eBags.com
eBags.com is the world's leading online retailer of luggage, handbags, business cases, backpacks and accessories. With over 13 million bags sold and 2.3 million unbiased customer reviews, eBags.com features 42,000 products from over 550 brands such as Cole Haan, Fossil, JanSport, Kenneth Cole, MICHAEL Michael Kors, Nike, Samsonite, The North Face, Tumi, and Vera Bradley. eBags is a proud supporter of the fight against breast cancer and has donated over $650,000 to breast cancer research, education, screening and treatment. For more information, please visit .
eBags Contact:
Peter Cobb
Email:
Phone: 303-967-2202
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Datum: 10.01.2012 - 18:45 Uhr
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News-ID 1071773
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