1. Account Calibration
Your Dedicated Point of Contact
Excellent customer service provided by an up-and-coming brand can have a major, positive impact on the trajectory
of its growth. To ensure a high level of service, Fab.com’s customer care team would benefit from the leadership of
an experienced operations manager, nested within the expertise of an established customer service organization.

2. Account Calibration
Your Dedicated Point of Contact
Global Response will work with you to select the right individual for the Fab.com program. He or she will
maintain constant contact with your team. This close relationship will be instrumental in generating
continuous feedback, improving our team’s performance and increasing visibility into the customer-facing
side of your business.
Their responsibilities will include:
• Weekly calibration sessions with the Fab.com management team to assure transparency,
facilitate dialogue and maintain consistency with departmental standards for quality assurance.
• Monitor ACD queue. Organize and assign workloads to ensure inbound calls, outbound
contacts, chats and emails are handled within the appropriate service levels.
• Identify, document, and review areas of process improvement and apply best practice
solutions.
• Communicate and coordinate Fab.com team contact, agents on the floor, and all internal
contact center departments, including IT and MIS, HR, training, QA and senior management.
• Complete goal-setting and quality performance reviews for each individual on team;
maintain administrative records.
• Support Fab.com by responding to associate inquiries and questions, escalated issues, and
technology issues.

3. Account Calibration
A Medium for Business Intelligence
Insights to be gained from reporting and daily operations must be organized and repositioned back to your team. The
Project Manager is vital to this process. He or she will:
• Create reporting databases to capture key information to send to Fab.com
• Discuss budget and forecasts with your planning staff to optimize Global Response resources and meet
service levels
• Make recommendations for ongoing agent training in Fab.com’s brand and products, along with soft skills
• Analyze call and website data, and make suggestions towards improving the customer experience
• Watch patterns and trends in website traffic and call volume, and make suggestions for changes in
resources or reporting to keep pace with market changes, brand positioning, and growth
• Collaborate on planning and implementing new initiatives that affect customer service
• Conduct user accessibility testing (UAT) in the client’s system, providing feedback from both an agent
and customer perspective

4. Account Calibration
Efficiency Through Workforce Management
Global Response maintains a dedicated workforce management (WFM) team. We have expertise and
experience staffing for growth-related volume fluctuations. Utilizing the Verint WFM platform (pictured below),
we collaboratively deploy these resources to analyze historical data and future projections, preparing accurate
forecasts of volume and call arrival patterns.
Experienced WFM ensures staffing efficiency, keeping labor costs in check without impacting service.

5. Account Calibration
Best Practice Cases – Imagine if…
• Fab.com introduces a new loyalty program. Your Project Manager will have experience implementing
such a call center initiative, reducing or eliminating any learning curve on the customer care side.
• The Project Manager’s knowledge of industry norms yields insight into reporting data. He or she helps
you to identify a website usability issue very early on, based on a large number of a certain call
disposition during the previous night’s final shift.
• While creating the staffing model, Global Response’s seasoned workforce management team notices
periods of extreme downtime towards the beginning or end of operating hours. This information is
passed along to the PM, who presents you with options for reducing labor cost without impacting
service.