About the project
The VELTUFF® brand delivers workwear tailored to real-world demands. Their collections encompass a variety of choices, from durable workwear to high-visibility apparel, safety footwear, and personal protective equipment (PPE).
In terms of workflow, VELTUFF® is:
A dedicated team of 200+ professionals across Europe.
Operating through 12 offices in 7 countries.
Processing over 1,000 orders each day.
What we worked on
A worldwide online retailer partnered with Resolvio to establish a customer contact center. This center tasked agents with offering customer guidance, managing orders, coordinating deliveries, and offering warranty and service support.
Our objective was to ensure that a minimum 30% of sales came through the inbound line.
Key demands
Ability to efficiently manage a high influx of inquiries
Adeptness in product knowledge, including technical intricacies
Proficiency in navigating and explaining warranty and service terms
Competence in addressing a diverse range of customer requests
Expertise in handling a substantial request load
A comprehensive grasp of the product's technical specifications
In-depth knowledge of warranty and service policies and conditions
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