Sitel Group and SYKES are now Foundever
Keep shoppers coming back with exceptional customer service
Increase customer lifetime value with our retail contact center outsourcing services, brand-championing agents and advanced CX technology
We help retail companies...
Win customers for life with expert agents who understand the evolving retail landscape and provide seamless omnichannel support to meet rising service expectations
Align staffing to match the ebb and flow of retail demands, from peak seasons and promotional rushes to daily operations and quiet periods
Improve customer lifetime value at every stage of the buying journey with agents who understand your products and represent your brand
Great products entice shoppers, but exceptional experiences keeps them loyal
Physical location doesn't sway shoppers anymore because they can shop from any spot, anytime and have nearly everything delivered right to them.
Winning customers over requires an excellent product, a smooth shopping journey – whether online, within an app or in-store – and a personal touch that makes each customer feel like they're the most important. In an era of careful spending, brands that get this mix just right are the ones that take customers away from others – and keep them.
Foundever partners with retail CX leaders to increase customer lifetime value
We’re experts in the retail landscape and consumer behavior, supporting a range of services and retail types.
Retail services
- Acquisition
- Account/billing inquiry
- Returns and refunds
- Shopping cart support
- Online store portal
- Retention and loyalty programs
- Technical support
- Consumer rentals
- Complaint/issue resolution
- Pre- and post-sales assistance
- Warranty programs
- Sales
- Collections
- Payment
- Back-office support
Retail types
- Brick-and-mortar chains
- Click-and-mortar chains
- E-commerce
- E-tailers
- Direct-to-consumer (DTC)
- Luxury goods
- Quick serve
Meet your customers in any
channel along their journey
- Voice
- Chat
- SMS/text
- Social media
- Self-service
- Metaverse
Our retail expertise spans borders
+80
retail brands
45
delivery countries
+20K
retail agents
Ramping excellence for your busiest retail seasons
We adapt our intelligent WFM solutions and flexible staffing strategies to meet your specific needs. This guarantees smooth operations and exceptional customer experiences during Q4 peaks, seasonal and non-major holiday ramp-ups, brand promotions and any other high-demand surge.
Our proven approach delivers:
Agents devoted to your brand
We target talent with the right potential, fully immerse them in your brand’s values enhance their skillsets through training to meet customer needs with empathy and expertise.
Precise workforce planning
We constantly assess staffing requirements, capacity and the best balance between human agents and digital contact methods so shoppers get help exactly when they need it.
Automated forecasting
We leverage historical peak season data – analyzing contact channels and the impact of automation – to predict staffing needs for the upcoming peak season.
Extreme efficiency with savings
We equip agents with tools and training to multitask and assist customers with complex questions across channels, while our efficient chatbots take care of routine requests.
We empower our brand-advocating agents with the smartest AI to support customers across digital channels. They work together in a symbiotic relationship, ensuring shoppers receive the best possible customer experience at every stage of their journey.
Enter peak season with confidence
Even when ramping up for busy times, we never compromise on hiring quality. We focus on recruiting agents with the right skills and onboarding them efficiently. This shortens their learning curve, leads to faster speed-to-proficiency (STP) and ensures readiness for peak season support.
Our agents undergo thorough training to truly understand your brand and all aspects of sales, promos, terms, returns and more. This prepares them to handle customer inquiries confidently on day one of your peak season.
Client success story
Luxury retailer masters 60-second service success in peak season
When staffing shortages overwhelmed this American luxury retailer's Q4 operations, and none of their existing vendors could assist, we stepped in with a bold approach that delivered unmatched staffing capacity by:
- Implementing proactive WFM strategies and using tools to accurately anticipate seasonal demands, ensuring effective staff scheduling for busy periods
- Prioritizing fast resolution by utilizing a balanced approach of AI and human support, directing basic inquiries to the client’s chatbot while live agents handle complex issues
- Recruiting agents proficient in chat and voice support and using Harver assessments to confirm their language, typing and grammar skills were up to par
Through our strategic efforts, we outperformed their other customer care outsourcing vendors in staffing, efficiency and CSAT metrics. As a direct result, we became the preferred outsourcing partner for our client, expanding our involvement beyond peak season and allocating additional agents to cover chat support.
Solidify shopper loyalty with built-in brand ambassadors
Retail brands set themselves apart by recognizing the important role contact center agents play in shaping customer loyalty. These agents are often the initial point of contact with customers and have the power to go beyond basic support to elevate interactions and entice customers to make repeat purchases.
We hire agents with a personal connection to your products, train them thoroughly and immerse them completely in your brand. Our approach is proactive and strategic:
Specialized recruitment
We handpick agents for their passion and in-depth knowledge of specific retail categories, which enhances their performance and customer satisfaction.
Hands-on training
Our training is comprehensive, including brand value immersion, terminology, culture and extensive product knowledge facilitated through product labs, hands-on demos and store tours.
Brand immersion
We integrate your brand into our work environments, strengthening the agents' connection to your company and fostering a culture of genuine brand advocacy.
Client success story
Electronics retailer drives greater customer loyalty with our brand-aligned agents
This Fortune 500 North American specialty retailer, ranked 94, isn't just about selling electronics; they strive to enrich lives through technology. That's why they sought a BPO partner who is not only tech-savvy but also dedicated to exceeding customer service expectations – they chose us.
We initially focused on recruiting agents who truly understand technology and enjoy helping customers make the most of their tech experiences. After selecting the best candidates, we thoroughly trained them on our client’s products across various lines of business. Then, we collaborated to create a unique assessment requiring agents to visually and verbally demonstrate their product knowledge.
After passing the test, agents were enrolled in our distinctive "Brand to Life" program to immerse them in our client’s company culture. This involved diverse activities, such as decorating sites with the company’s aesthetic, mirroring the dress code of in-store associates, celebrating company milestones, adopting the client’s lingo and completely embracing its brand values.
This personalized approach created a team of passionate agents who instinctively went the extra mile in every conversation, resulting in deeper customer loyalty in every conversation.