When US-based retailer Maurices detected a decline in customer satisfaction scores (C-SAT) scores in 2010, they knew it was time to engage an external expert. They needed to improve C-SAT, as well as the overall customer experience (CX).

So Maurices partnered with Teleperformance to define a three-pronged approach to address these key challenges:

• Update the C-SAT review process
• Streamline the escalation process
• Introduce transformative technology through Training Arcade to target identified causal factors

Founded in 1931, Maurices, an American women’s clothing retail chain based in Minnesota, mirrors Teleperformance’s belief in putting people at the core of what they do. Today, Teleperformance manages 100% of Maurices’ contact center support in sales and customer service — a twelve-year partnership that continues to exceed expectations.