Overview
The Warming Store is a family-owned online sporting goods retailer that sells heated and cooling apparel, shoes,
bags and accessories.
Before FTO
The Warming Store lacked both a training manual and streamlined onboarding process for their support team. To complicate matters, agents also had to figure out how to process messages as quickly as they come in so customers wen’t kept waiting. The goal: reduce waiting time and increase customer satisfaction.
FTO Solutions
FTO developed a deeper understanding of The Warming Store’s process.
The FTO team then streamlined the onboarding process for support staff, complete with a training manual that documented everything there is to know about The Warming Store.
The result: better informed - and trained - agents and happier customers.
Zach Silverman
General Manager
The Warming Store
“ Fair Trade Outsourcing has been super easy to work with!"
The honest communication from the leadership team has made the experience very pleasant. The new team members have also been easy to work with and it has helped us organize our own training materials. We will continue working with FTO and will probably double our staff for next year!”
Top staff, dedicated to your success
Our people become your people. FTO's award-winning call centers help teams get more done in these areas:
By phone, email, chat or text — our agents resolve 98% of customer calls on first contact.
Billing, payments, bookkeeping, data entry, transcription and insurance claim processing with the industry’s lowest error rate (<0.6% on average).
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Lead generation, appointment setting, and related data entry can help your sales team connect with qualified leads.
Technical support for customers or employees, with an option to refer complex issues to a US-based call center.
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Claims processing and management, including filling missing information, data validation, and justification
