- J.W. Pepper Improves Contact Center Operations and Customer Satisfaction with BridgepointeCX - October 10, 2024
- Best Practices for Managing Your BPO Service Provider - June 22, 2023
- Vetting BPO Outsourcing Companies: Five Key Factors to Consider - June 13, 2023
Founded in 1876, J.W. Pepper is the world’s leading sheet music retailer, with over one million titles in stock. With a strong commitment to service, they bring the world of music to its customers’ doorsteps year-round with its extensive catalogs, website, and email newsletters.
J.W. Pepper has upheld a legacy of excellence for almost 150 years. When they decided to modernize their contact center, finding a partner who truly understood their needs was crucial.
During high-volume times, they would go from needing 30 to 60 people handling customer service, creating a situation where Account Managers were constantly being pulled in to help.
“When it came time to update our contact center, we knew we needed a partner who truly understood the people, processes, and technology needed to deliver an exceptional customer experience,” shared Tammi Habermann, Senior Vice President, Business Planning & Process Innovation.
The J.W. Pepper team engaged BridgepointeCX to help them review their internal operations and understand how they performed compared to CX industry benchmarks.
“BridgepointeCX was one of three recommendations we received to support us with our project. From our very first meeting with their team, it was clear they were the perfect match. Choosing BridgepointeCX was an easy decision for us,” said Habermann.
Business Process Outsourcing: Selecting the Right Onshore Partner
During the best practices-focused engagement, BridgepointeCX proposed Business Process Outsourcing (BPO) as a potential solution to manage burst staffing requirements better and ensure smooth CX operations.
BridgepointeCX worked closely with J.W. Pepper’s CX and executive teams to determine their specific needs for a potential BPO partner, including assessing the suitability of onshore, nearshore, and offshore outsourcing. It was decided an onshore partner would be the best fit.
With the BPO requirements nailed down, the process moved to a Request for Proposal from potential BPO partners, with BridgepointeCX taking the lead. This included managing questions and communication with BPO providers, and the scoring process for all participants.
“Honestly, we wouldn’t be where we are today without BridgepointeCX. They took the time to truly understand our needs and guided us in developing an actionable plan for our business,” explained Haberman.
“Best of all, they had the ability to have the team educate the Executive Team on what outsourcing could look like for our business and its potential benefits. They provided a comprehensive breakdown of which partners would be the best fit, then built and guided us through the entire RFP process.”
From there, the shortlist was narrowed to two providers and detailed evaluations were conducted. The final decision was to work with Five Star Call Centers, an award-winning contact center outsourcing company with remote agents nationwide.
BridgepointeCX assisted with the transition to Five Star, including creating CX playbooks so everyone involved understood the new BPO’ds role and who was accountable for what.
Outsourcing Results in Improved Customer Satisfaction, Enables Managers to Focus on CX Strategy
Since implementing the BPO solution in April 2023, J.W. Pepper has seen a significant improvement in its operations.
For example, higher customer satisfaction (CSAT) scores indicate that outsourcing has been a win for the company. Five Star’s customer satisfaction rating has been an average of 98.3% over the last year, far exceeding the goal of 90% set by the J.W. Pepper team.
With Five Star, J.W. Pepper can handle seasonal staffing needs seamlessly while ensuring continuity. CX Managers are now focused entirely on CX strategy, and Account Managers can concentrate on high-value interactions without being overwhelmed by call volumes.
“Thanks to our collaboration with BridgepointeCX, we were able to quickly adapt to seasonal staffing needs. Our Account Managers are now able to concentrate on high-value interactions, thanks to the setup provided by BridgepointeCX. For the first time in years, they don’t have to handle calls to meet customer demand,” said Habermann. “Now, we have a modern, streamlined operation that’s ready for the future, all while honoring the legacy J.W. Pepper has built.”
Start Outsourcing to Drive Critical Business Outcomes
BridgepointeCX’s strategy, implementation and business process outsourcing services enable you to drive mission-critical business outcomes like higher customer satisfaction, and greater operational efficiency.
With decades of experience as CX leaders at some of the world’s biggest brands, we understand that you need real-world solutions that balance digital transformation with contact center performance.
Discover how the right CX outsourcing strategy can save costs and boost customer satisfaction. Download this guide now to get actionable insights on choosing the right BPO for your business.
