Customer Experience Case Study
From 8+ hour waits to an 86% faster response time.
How Centro helped The Pampered Chef, a Berkshire Hathaway company, scale multilingual customer support, improve responsiveness, and protect customer satisfaction during extraordinary growth.
86%faster response time
8+ hrsinitial wait time
90%+CSAT for 3 years
The challenge
Customer demand changed overnight. Support had to move just as fast.
A growing customer experience crisis
When the pandemic disrupted product availability, fulfillment, and warehouse operations, customer inquiries increased dramatically. Shoppers needed help canceling orders, tracking packages, and getting clear answers.
The existing support team faced unprecedented demand. Hold times grew beyond eight hours, creating a cycle of limited feedback, repeat contacts, and disappointed customers.
The customer loop under pressure
Slow answers created more contacts and made order issues harder to resolve.
Order delayed
Customer contacts support
8+ hour wait time
Limited order feedback
Customer leaves disappointed
A more responsive support journey
Flexible coverage and connected systems helped customers reach the right support faster.
Customer reaches out
24/7 multilingual coverage
86% faster response
CRM-supported context
Clearer customer experience
The Centro response
A customer support model built for pressure, scale, and continuous improvement.
Centro combined experienced people, multilingual availability, connected systems, and a long-term transformation roadmap.
What Centro brought to the table
Capacity when demand surged. Structure for what came next.
The engagement evolved from customer support into a broader, full-service partnership across markets and business functions.
Centro supplied experienced support talent and a scalable operating model that could expand as customer demand changed.
Extended multilingual coverage helped customers reach support across more hours, markets, and languages.
Remote operating capabilities supported continuity at a time when traditional service delivery faced major disruption.
Connected customer information gave support teams more useful context for inquiries, orders, and follow-up.
The partnership was designed to grow beyond immediate overflow needs and support broader international and operational expansion.
Measurable impact
Better responsiveness. Strong customer satisfaction. A partnership built to grow.
Centro helped The Pampered Chef respond faster while supporting quality, workforce experience, and long-term scale.
Faster response time
A major improvement from the eight-hour-plus waits experienced during the demand surge.
CSAT maintained
Customer satisfaction remained above 90% for three consecutive years.
Employee satisfaction
A strong workforce experience supported a healthier foundation for service delivery.
Results reflect this specific client engagement and its operating context.
Partnership evolution
From focused support to a full-service partnership.
Select a year to explore how the engagement expanded across people, markets, technology, and business operations.
2019
The partnership begins
Centro started with 30 full-time agents focused on customer support.
Centro has taken most of our global support, and they’ve done an amazing job.
Prepare your customer support operation for its next demand surge.
Explore how Centro can add multilingual coverage, flexible capacity, and operational structure to your retail or e-commerce customer experience.