Solving Call Quality Challenges for a Leading Online Retailer

“We finally have real-time visibility across our entire environment. It’s transformed how quickly we identify and resolve issues, whether it’s a remote agent’s Wi-Fi or a provider-side problem. We’re no longer reacting; we’re proactively improving the customer experience.”

VP of IT Infrastructure, Global E-Commerce Retailer

Global online marketplace connecting buyers and sellers worldwide.

Results:

  • Real-time view across thousands of touchpoints
  • 3rd party SLA accountability
  • Proactive experience management

Industry:
eCommerce Retailer

Number of Users:
XXX

Technology:
XXX

This global e-commerce retailer operates a high-volume, customer-focused business with a mix of in-house and outsourced contact center operations. With a hybrid support model—combining agents working from offices, homes, and multiple BPOs—they were striving to deliver consistently high-quality customer experiences despite the complexity of their environment.

Challenges

The retailer was battling noticeable inconsistencies in call quality across regions and agent types. Intermittent communication issues proved difficult to recreate and troubleshoot, leading to operational inefficiencies and extended resolution times. These delays negatively impacted customer satisfaction, contributing to a lower Net Promoter Score (NPS).

They needed a way to:

  • Identify and resolve issues more efficiently
  • Ensure third-party providers were held accountable for communication quality
  • Gain a single view into agent performance across diverse environments

Solution

The company turned to Nectar for a smarter, more proactive approach. By integrating Nectar’s platform with their existing global infrastructure, the retailer gained unified visibility into the health and performance of their communications ecosystem—across platforms, providers, locations, and endpoints.

Visibility That Drives Action

Nectar provided a comprehensive, real-time view across thousands of communication touchpoints. With this visibility, the retailer could immediately identify which agents were experiencing issues—whether caused by the network, platform, or endpoints—and quickly implement targeted fixes before customer impact occurred.

Accountability Across the Ecosystem

With accurate insights into agent performance, the business was able to monitor third-party provider performance and hold them accountable to SLAs. By reducing finger-pointing between internal teams and outsourced partners, they eliminated delays and focused on resolution rather than blame.

Proactive Experience Management

Nectar’s data empowered the team to take a proactive stance on customer experience. By identifying recurring issues such as regional broadband disruptions or problematic ISPs, they could preemptively re-route traffic or reassign agents—avoiding outages before they happened.