OCG had an internal team of 4 who had been working on the campaign for quite some time in the Philippines. Their work included answering emails and sometimes interacting with the fulfillment and production teams overseas using WeChat.

This wasn’t your standard, simple customer service role for eCommerce companies – this was a bit more involved. It included handling different areas in the pipeline for merchandise, as well as customer-facing.

OCG was noticing some underperforming customer service reps while evaluating their internal team and told us clearly what we needed to beat.

We set some KPIs, actively monitored them, and compared our agent’s work to their own internal team. This was the only true way to measure the quality of service we were delivering in comparison to the underperforming internal team who had worked on this campaign for years while we were barely getting started.

We’re perfectly comfortable being told KPIs that we need to meet or beat, including ones that involve beating your current customer support team, whether it’s an internal team or a remote company.

We’ve been sized up across many of our competitors and done better in all areas including customer satisfaction ratings, accuracy scores, and reliability.

We’re always up for the challenge and we’re perfectly comfortable with tasks that don’t fit the average customer service role either. When you have an underperforming internal team coupled with a harder-to-do eCommerce customer service role than the average duties, that’s where we step in to bring up that customer satisfaction while doing the extra work.