Case Study

Hosted Contact Center Helps Citrus Gift Company Squeeze Out More Productivity And Cost

Snapshot of a hosting success story

Year-round, Southern Fulfillment fulfills orders for Hale Groves and Pittman & Davis — two of the nation’s largest citrus gift brands. Its Vero Beach, Florida contact center constantly adapts staffing levels to support an average of 260,000 calls per year, ensuring the ultimate experience, during the peak holiday period or off-season.

Like clockwork, every November and December the contact center typically needs a tenfold increase in staffing to handle a massive influx of seasonal gift orders. The question that weighed heavily on contact center management: How can we scale technology services with order volume and have powerful capabilities always available, so we just pay for what we need when we need it?

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