A growing regional e-commerce brand was struggling to keep up with customer demand. Seasonal spikes regularly overwhelmed a small in-house team, leading to long hold times, missed calls, and lost sales during the busiest periods.
The Challenge
Hiring and training seasonal staff was slow and expensive, and every missed call was a missed sale. The brand needed support that could flex with demand without ballooning costs.
What We Did
KCG set up a dedicated inbound and outbound team trained on the brand’s products, with overflow coverage during peak periods and after-hours support so no customer went unanswered.
The Results
Hold times fell dramatically, far fewer calls went abandoned, and sales previously lost to missed calls were recovered — all without the overhead of hiring and managing a seasonal workforce.
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