Advanced Tech, Innovation, and AI
Maurices: A Partnership Driven by Performance
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When US-based retailer Maurices detected a decline in customer satisfaction scores (C-SAT) scores in 2010, they knew it was time to engage an external expert. They needed to improve C-SAT, as well as the overall customer experience (CX).
So Maurices partnered with Teleperformance to define a three-pronged approach to address these key challenges:
- Update the C-SAT review process
- Streamline the escalation process
- Introduce transformative technology through Training Arcade to target identified causal factors
Through weekly C-SAT deep dives, daily reviews of lines of business (LOBs), and gamified learning, weaknesses were identified and addressed proving that what can be measured can be improved.
Founded in 1931, Maurices, an American women’s clothing retail chain based in Minnesota, mirrors Teleperformance’s belief in putting people at the core of what they do. Today, Teleperformance manages 100% of Maurices’ contact center support in sales and customer service — a twelve-year partnership that continues to exceed expectations.
C-SAT dramatically improves every time a brand reduces or eliminates the customer’s resolution wait time.
Learn how the successful relationship between Maurices and Teleperformance was able to:
