From 89% to 98.5% CSAT: How BPO Transformed an E-Commerce Marketplace

A Canada-based marketplace faced the challenge of transitioning from a brick-and-mortar to a hybrid e-commerce and classifieds giant. Kelly® delivered a strategic workforce solution that enabled rapid expansion to 200 customer support agents, increasing CSAT from 89% to 98.5%.

The challenge: Transitioning from physical operations to a competitive digital platform and scaling to 200 agents.

>In 2010, Kelly formed a long-term partnership with an online marketplace to drive its evolution into a leading hybrid e-commerce and classified business. Starting from a modest brick-and-mortar footprint, the company needed an enterprise workforce partner to manage complex growth, offer bilingual support, and maintain exceptional customer service quality while scaling operations.

The solution: Agile, hybrid business process outsourcing (BPO) model offering 24/7 customer service.

>Kelly delivered an integrated BPO solution, combining best-in-class technology, bilingual agents, and deep expertise in the automotive industry to ensure seamless 24/7 support — all delivered by a 100% Canadian-based team. By implementing an innovative hybrid workforce model, Kelly elevated the customer experience and enabled the client to expand into new digital markets with confidence.

The results: 99% fraud prevention and CSAT from 89% to 98.5%.

Kelly met the challenge head-on demonstrating their ability to navigate the ever-evolving landscape of online marketplaces, implementing innovative strategies that resonate with users and drive unparalleled success.

• 99% fraud prevention: Strategic approach achieved 99% freedom from fraud, safeguarding users and securing the platform against scams.

• Cost Savings: Optimizing processes and implementing technology achieved significant cost savings and increased profitability.

• CSAT 98.5%: Kelly's support team increased the customer satisfaction score from 89% to 98.5%, solidifying the marketplace as a customer delight powerhouse.