Customer Service

How BPO is saving money, driving efficiency and delivering excellent customer experiences

Wine Country Gift Baskets is tapping a BPO partner to provide call center customer service and reaping greater rewards than expected.

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April 12, 2022

Wine Country Gift Baskets was facing more than a few customer service challenges when the pandemic hit: hiring for in-house call center staff, how and where to house additional seasonal agents given COVID-19 safety requirements, and determining the best way to scale up customer service response during peak sales times.

One strategy has proved to solve all those issues and is driving drive revenue forward as well as enhanced customer experience.

The retailer partnered with Fusion BPO and enlisted its outsourcing operations. The partnership has exceeded expectations, according to Jeff Fawcett, director of call center and training at Houdini Inc. and Wine Country Gift Baskets.

Fawcett shared how technological advancements made BPO much easier than when the retailer initially tapped outsourcing years ago and how Fusion BPO's capabilities are working extremely well for the retailer's needs.

"It worked really, really well. The agents capture our culture and do a fantastic job with customers and we received customer feedback indicating how well their experiences go," Fawcett shared in a free one-hour webinar, "How retailers can meet high-scale demands with exceptional customer experience."

The webinar was sponsored by Fusion and hosted by Retail Customer Experience. It was moderated by Retail Customer Experience Editor Judy Mottl, and also includes insight from Peter Giglio, director of sales at Fusion and Topaz Tolloti, vice president, client services at Fusion.

Learn more about Wine Country Gift Baskets' strategy and success by downloading the free one-hour webinar by clicking here.