Proven Track Record
The world’s top online auction retailer and e-commerce organization, which provides consumer-to-consumer (C2C) and business-to-consumer (B2C) sales services via the internet, tapped Sutherland to create transparent program operations and customer interaction orders and consolidate three main lines of business.
- Optimized service level performance; increased agent productivity; increased customer satisfaction (CSAT)
- Increased service level achievement through rigorous interval level staffing and real-time adherence management
- Increased operational flexibility and performance as a result of cross-skilling