When customer satisfaction directly impacts brand loyalty in the competitive food and beverage retail space, contact center performance becomes mission critical. This case study explores how Qualfon’s quality assurance expertise helped a leading online grocery retailer overcome performance challenges and achieve measurable improvements that strengthened their customer relationships.
The Challenge
A prominent online grocery retailer specializing in sustainable food solutions was experiencing concerning trends in their contact center performance that threatened their customer experience goals.
Performance Inconsistencies: Weekly quality scores were showing unpredictable fluctuations, making it difficult to maintain consistent service standards across their contact center operations.
Resolution Effectiveness Concerns: The “Attempt to Fix” metric, a critical indicator of how well associates resolve customer issues, had plateaued despite ongoing improvement efforts. This stagnation was particularly concerning given its direct impact on customer satisfaction and operational costs.
Business Impact: Unresolved interactions were creating additional contact volume and potential customer frustration, while also generating unnecessary operational expenses that could impact the bottom line.
These quality challenges require immediate attention to prevent broader performance deterioration and protect the client’s reputation in the competitive online grocery market.
Our Approach
Qualfon took a proactive stance in addressing these quality challenges. Rather than waiting for performance to decline further, our quality assurance team conducted a comprehensive analysis to understand the underlying issues affecting contact center effectiveness.
Strategic Partnership: We collaborated closely with the client’s Operations and Learning & Development teams to ensure our improvements would be sustainable and aligned with their broader business objectives.
Focused Intervention: Our specialists developed targeted strategies that addressed the specific performance gaps identified through our assessment, creating solutions tailored to the client’s unique operational environment.
Implementation and Results
Over seven months, Qualfon’s quality assurance support delivered significant measurable improvements:
Overall Performance Enhancement:
- Quality scores improved from 92% to 93.5%, reaching a peak of 94.76%, the highest performance recorded in over six months
- Tier 2 operations achieved their highest quality score in 24 weeks at 98.6%
Resolution Excellence:
- The critical “Attempt to Fix” metric rose from 83.7% to an average of 85.7%
- Peak performance in this area reached 90.3%, well exceeding the target goal of 80%
“The team at Qualfon has been effective at looking beyond just a checklist to evaluate the practical quality of a resolution. They are a dependable and competent partner, and we're so glad for all of their hard work to achieve success.”
-Rhiannon, L., Online Grocery Retailer
Expanded Partnership
The success of our quality improvements led to increased client confidence in Qualfon’s capabilities. Based on the measurable results and strong collaborative relationship, the client has now entrusted us with supporting the rollout of their AI chatbot initiative, asking us to provide performance feedback and assess its impact on customer experience.
This expansion demonstrates how an effective quality assurance partnership can evolve into broader strategic collaboration.
The Qualfon Advantage
This engagement highlights key differentiators in Qualfon’s approach to quality assurance:
Proactive Problem-Solving: We identify and address performance challenges before they impact customer satisfaction, rather than simply responding to existing issues.
Sustainable Results: Our improvements are designed to last, creating long-term value rather than temporary performance spikes.
Collaborative Partnership: We work as an extension of your team, ensuring our solutions align with your operational realities and business objectives.
Measurable Impact: Every intervention is designed to deliver quantifiable improvements that directly support your business goals.
Transform Your Quality Performance
Whether you’re experiencing inconsistent contact center performance, stagnant resolution metrics, or customer satisfaction challenges, Qualfon provides the expertise and partnership approach needed to achieve sustainable quality improvements.
Our team combines deep industry knowledge with proven methodologies to deliver customer care solutions that strengthen customer relationships and support business growth. We work within your existing operational framework while driving the measurable improvements your business demands.
Partner with Qualfon to transform your quality performance and create customer experiences that build lasting loyalty. See how we’ve helped other retail & eCommerce clients achieve similar results.
