Large Pharma Based Retailer Seeks Scalable Contact Center Deployment

A Fortune 500 pharmaceutical retailer with headquarters in the USA and over 8,000 locations across the country sought a new communications solution that enabled their contact centers to scale with customer demand.

• Large seasonal spikes made scaling of staff/agents difficult and expensive
• Low CSAT scores
• Large WFH population

• CANDID’s team deployed a Contact Center solution to 500+ agents and staff
• Efficient agent desktop solutions
• Provided fast on/off boarding
• Call routing/standards for outsourced agents
• Consistency across outsource and WFH agents

• Flexed solutions 40% over anticipated peak in minutes
• 91% CSAT score achieved
• Exceeded aggressive CSAT goals by 6%