Seven years of 90%+ CSAT, through a surge and beyond.

The challenge

Customer experience is the product. Then COVID-19 hit.

Pampered Chef’s consultants are rewarded for happy, returning customers, and a small in-house team had kept satisfaction high.

When the pandemic drove a surge in home cooking, calls about cancellations, package tracking and simple questions rose sharply and hold times grew.

Centro’s response

Flexible capacity, round-the-clock support and a roadmap for growth.

Centro provided a global network of experienced agents with round-the-clock multilingual support, remote work infrastructure during the pandemic and CRM integration to improve customer engagement.

Today the support center helps customers and consultants with orders and replacements, troubleshoots products and gives use and care guidance. Technical support resolves issues and escalates problems with self-service tools, and back-office teams complete orders and help consultants update payment details.

A NOC/SOC team monitors website and app uptime, analyzes performance and escalates threats, and dedicated specialists cover accounts payable, senior technical support and business analysis.

The result

A full-service partner across customers, consultants and operations.

CSAT has stayed above 90% for seven consecutive years, response times are 90% faster and employee satisfaction is 94%.

The team grew from 30 to 150 agents in the first year, and a European support center opened in 2021. Since then the scope has expanded to sales enrichment, field support for European consultants and digital user acceptance testing.