Real Results with MAI Voice
About the Client
Accurate Reporting with Data Management Technology
Customer Profile
Founded in 1944 and headquartered in Marshfield, Wisconsin, Figi’s, Inc. is a leading direct marketer of food-related gift items, as well as collectible treasures, personalized merchandise and flowers.
Market
U.S. Market
Fine quality food-related gift items, collectibles and other merchandise
Challenge
Manage dramatic seasonal call volume increases efficiently and smoothly.
Expertise in Customer Services for the Customer Experience
Success with Ecommerce Call Center Services
Scenario
Managing High Call Volume Without Sacrificing Accuracy
The client faced ongoing pressure from fluctuating call volume, especially during peak sales periods. Their internal team struggled to keep up with inbound service demand, leading to longer wait times, inconsistent service levels, and increased risk of order errors.
They needed a partner who could scale quickly, maintain strict quality standards, and represent their brand with the same level of care as their internal staff.
Solution
A Scalable Inbound Service Model Built Around Brand Alignment
We implemented a dedicated inbound service program designed to function as a direct extension of the client’s team. Agents were trained on product knowledge, order processes, and brand communication standards to ensure consistency across every call.
The program focused on order taking and billing services, customer inquiries, and issue resolution, all supported by structured workflows and quality monitoring.
Execution
Structured Call Handling, Training, and Continuous Quality Monitoring
Our team deployed a structured onboarding process that aligned agents with the client’s systems, scripts, and service expectations.
Key elements included
- Dedicated agent training on products, promotions, and ordering systems
- Standardized call flows to improve accuracy and reduce handling time
- Ongoing quality monitoring and coaching to maintain service consistency
- Scalable staffing to support peak ecommerce demand
- Integration with existing systems to ensure seamless order processing
This approach ensured that every customer interaction reflected the client’s brand standards while maintaining operational efficiency.
Results
Improved Order Accuracy and Consistent Customer Experience
The program delivered measurable improvements in both service quality and operational performance.
- Increased order accuracy across inbound calls
- Reduced customer wait times during peak periods
- More consistent call handling and customer communication
- Improved ability to scale support without impacting service levels
- Stronger overall customer experience across ecommerce channels
The client gained a reliable inbound service partner that could handle volume while protecting brand reputation.