Success Story

TalentPop Agents Handle 12,000 Customer Service Tickets With A 92.8% CSAT Score For Vega

92.8%

CSAT Score*

Number Of Agents

12,000

Number Of Tickets Handled*

92.8%

Sales generated

Revenue generated

12,000

Average CSAT Score

Meet the

Vega

Brand

Vega is an industry leader in the Plant-based Health & Wellness space, offering a wide variety of plant-based nutritional supplements such as protein powders, shakes, and bars. The Vega team has garnered a reputation for using high-quality, natural ingredients.

Vega targets health-conscious consumers who are interested in plant-based, vegan-friendly options for their nutritional needs. Their products are often gluten-free, non-GMO, and free of artificial flavors and preservatives.

The Challenge

Vega needed customer service agents who could really step up as members of their team.

When their internal team was not as efficient as they had hoped when answering customer tickets, the Vega team knew they had to find a solution that would:

Fit into their hands-on team
Maximize their efficiency as a team
Remain flexible with them as their needs change

‍

Since they take a very hands-on approach to their customer service team, Vega needed to find an agency that would identify team members to fit their unique expectations and be flexible with their needs.

The Solution

TalentPop was able to step up to the challenge and onboard 5 agents for Vega who quickly became integrated members of their team.

In addition to those 5 customer service agents, Sr. Manager of Education Nicola Anderson really loved how her customer success manager, Cass, and her Team Lead, Gec, were there every step of the way, and continue to be dedicated to assisting the Vega team.

“We’ve been handed a really great team, and I think the communication is really great!”

The TalentPop Approach

The 5 agents that were brought on to the Vega team were ready to hit the ground running on their first day thanks to the work that Nicola and her team had already done to prepare training materials from previous onboardings.

This allowed for the TalentPop agents to be quickly cross-trained on different platforms, which they picked up in no time!

Nicola appreciated the flexibility of our team to do things the Vega way.

“What I really liked about your offering is it was very built around and tailored to us as a client,” Nicola explained, “It wasn’t like a plug and play, it was very much like ‘Well, let’s see how this can work!’”

The Results

Nicola loves to see the team not only performing well but also enjoying the work that they do. “I like that they seem to like each other…” explained Nicola, “and they use each other and they are a real resource for each other.”

Additionally, the minimization of common “workplace chit-chat” has made a huge difference in the efficiency and productivity of the team. Nicola can now better understand their KPI data, saying, “It means we are hitting our KPIs, and if we are not hitting our KPIs, there is probably another reason.

When asked what she would say to another brand considering TalentPop as their customer service solution, Nicola had nothing but great things to share about her experience. In addition to TalentPop’s flexibility, Nicola was impressed with our speed of onboarding and price point, both of which made TalentPop an attractive option to the decision-makers of Vega.

“The quality of the product in terms of the agents has just been fantastic”

Number Of Agents

92.8%

CSAT Score*

12,000

Number Of Tickets Handled*

*Data from June 14th - September 14, 2023

Final Takeaways

It’s not always easy or efficient to handle all of your brand’s customer service needs in-house, which is why over 500+ top brands like Vega have turned to TalentPop for support.

From our dedicated Customer Success Managers to our highly skilled Customer Service agents, your whole TalentPop team is ready to step in and help support your brand with all of your customer service needs.

Don’t delay getting the support you need any longer – book a call with our team today, and we’ll show you how easy and hassle-free we make it to outsource customer service to the experts.

The quality of the product in terms of the agents has just been fantastic.

“What I really liked about your offering is it was very built around and tailored to us as a client. It wasn’t like a plug and play, it was very much like ‘Well, let’s see how this can work!’”