Get Live Quote How Zenni Optical Built Their Center of Excellence with KMC
Philippines
Challenge
Zenni Optical, the largest online prescription glasses maker in the U.S., wanted to bring their Customer Service function in-house to deliver the highest level of customer experience. While working with a BPO provided access to skilled workforce in the Philippines, Zenni wanted to upgrade their standards by creating a Customer Empathy Program that would allow them to connect with customers directly. They faced an aggressive timeline to launch a sizeable operation and needed a partner who could help them establish a Center of Excellence quickly and efficiently.
Solution
KMC Solutions provided Zenni with a comprehensive Center of Excellence solution that included:
- Flexible EOR model that allowed Zenni to build their Center of Excellence using cost-effective measures
- Complete office floor fit-out that met Zenni's required design and technology standards
- Comprehensive recruitment and hiring activities with accelerated turnaround time for hiring and onboarding
- Focused Implementation team consisting of Client Services and People and Culture team members to ensure seamless launch
- Fully dedicated support team to continuously support and monitor daily operations, ensuring high service quality
KMC organized various recruitment hiring activities and provided end-to-end support to fulfill Zenni's staffing requirements within their aggressive timeline.
Results
KMC successfully helped Zenni establish their Center of Excellence and fulfilled 130+ roles in less than 3 months. The accelerated hiring and onboarding process enabled Zenni to launch their operations on schedule while maintaining their high standards for customer service. The dedicated support team ensured smooth daily operations and high service quality, allowing Zenni to successfully implement their Customer Empathy Program and deliver superior customer experience.
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