How Foot Locker Europe cut resolution time by 75%
- 75%
- faster resolution
- 37%
- faster reply time
- 13%
- CSAT increase
“Kaizo is a great app that can really help not only managers with performance management, but also agents to own their own success.”
Pamela Delahunt · Senior Manager of Customer Care Europe · Foot Locker
A retailer with 3,000 stores across 28 countries hit unprecedented e-commerce volume in 2020. Kaizo gave their European care team the visibility to handle it without adding headcount.
The situation
Foot Locker has roots going back to 1879, presence in 28 countries and more than 3,000 physical stores. In 2020 the pandemic arrived at exactly the point in the year when the European care team would normally be ramping down. Volumes more than doubled instead, creating a backlog of orders and requests, while the whole team moved to working from home and new joiners were onboarded remotely for the first time.
What changed
The team had adopted Zendesk in 2018 and needed more than it gave them on quality and performance management. Kaizo added the layer they were missing: visibility into how the team was actually performing, at management level and at agent level, across multiple European languages.
That let them run a strategy rather than react to a queue, understanding current performance, investing in people and process, driving productivity, and giving agents the data to own their own results.
The result
Between 2020 and 2021, Foot Locker Europe cut resolution time by 75% and reply time by 37%. CSAT in the European care centre rose 13% over the same period.
“Kaizo is a great app that can really help not only managers with performance management, but also agents to own their own success.”
Pamela Delahunt, Senior Manager of Customer Care, Foot Locker Europe
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