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%.
>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.
>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.
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.