Retail
Scaling Mission-Driven CX: How a National Retailer Doubled Throughput via a Fractional Workforce
Discover how Omni Interactions leveraged a specialized, military-connected workforce to outperform internal benchmarks and industry standards.
131K+
Customer Interactions Supported
5.34
Average Cases Closed per Hour
93%+
Quality Assurance
The Company
A Mission-Driven Direct-to-Consumer Retail Brand
A high-growth e-commerce brand specializing in premium consumer products operates in a high-stakes environment where brand loyalty is deeply tied to cultural identity. With a firm commitment to the veteran and military-connected community, the company required a CX partner capable of delivering 100% U.S.-based, military-affiliated support across calls, chats, and emails.
As they transitioned toward a fully outsourced model, the priority was to find a partner that could maintain an “uncommon level of trust” while materially improving operational performance.
The Challenge
Scaling Performance Without Diluting Brand Voice
As customer volume expanded, the organization hit a critical operational ceiling:
Throughput Constraints: Internal teams averaged approximately 3.00 cases closed per hour, which limited the brand’s ability to scale during seasonal peaks.
- Rigid Sourcing Requirements: To preserve an authentic voice, every agent was required to be military-affiliated.
- Security & Infrastructure: The brand required a transparent, PCI-compliant technology roadmap to support a 100% remote, secure environment.
- Strategic Transition: The goal was to move 100% of customer volume to an external partner without a dip in quality or customer trust.
The Solution
A Precision-Built Fractional Model for High-Growth Retail
Omni Interactions implemented its Fractional Workforce Model to deliver a secure, scalable, and mission-aligned CX operation.
- Precision Sourcing: Omni deployed a workforce comprised entirely of military-connected professionals, ensuring immediate cultural alignment and customer trust.
- AI-Assisted Scaling: Using Omni’s flexible staffing model, the program flexed weekly from single-digit teams to more than 70 active agents, aligning capacity to real demand without fixed overhead.
- Secure, Enterprise-Ready Architecture: The program was delivered through a secure environment, meeting the client’s stringent PCI and security requirements without slowing execution.
The Results
Surpassing Internal Benchmarks and Industry Standards
Across more than 131,000+ customer interactions, Omni delivered results that materially outperformed both internal performance and industry benchmarks.
Metric | Omni Performance | Industry Benchmark |
Cases Closed per Hour | 5.34 avg / 7.47 peak | ~3.0–3.5 |
Quality Assurance (QA) | 93.13% | 80%–85% |
Key Outcomes
- 78% productivity lift: Nearly doubling internal throughput from 3.00 to 5.34 cases per hour on average.
- Elite quality performance: QA scores consistently exceeded the 90% “world-class” threshold, peaking at 93%+ in key categories.
- Operational resilience: The fractional model held steady through holiday surges, with client leadership noting the team’s ability to navigate “evolving processes and priorities” with heart.
Client leadership described Omni as a true extension of the CX organization, highlighting professionalism, transparency, and genuine care during high-pressure periods.
Conclusion
By combining a mission-aligned workforce with a performance-driven delivery model, Omni Interactions transformed the client’s CX operation into a high-speed strategic asset. The partnership proved that a Fractional Workforce can not only match but significantly outperform internal teams while preserving the core culture and trust of a premium brand.
About Omni Interactions
Omni Interactions helps brands build customer experience operations that scale without the inefficiencies of traditional outsourcing. Through its Fractional Workforce model, Omni aligns staffing to real demand, paying only for productive time while maintaining high standards for quality, security, and performance. With deep expertise across retail, healthcare, and financial services, and a highly vetted network of professionals, Omni enables organizations to improve productivity, protect customer trust, and operate with greater flexibility as they grow.
Why Omni for Retail?
25%
Total Cost Savings
69,490
Brand Ambassador Retail Community
13%
Improvement in Customer Satisfaction
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