Management of large-scale and complex CX operations for Allegro

Allegro: company profile 

Allegro is the most popular shopping platform in Poland and one of the largest e-commerce companies in Europe. Operating as a marketplace, it connects millions of customers worldwide with thousands of regional sellers. 

Allegro offers products across all key categories, focusing on maximum shopping convenience with fast and free delivery through the Allegro Smart! program, modern financial services like Allegro Pay, and an extensive network of pickup points. 

Challenges 

• Top-tier CX in Poland: exceeding service standards to support market leadership.

• Scalable support: managing growing volumes with smart, tailored solutions.

• Cost efficiency: reducing costs without compromising quality.

• Ongoing partnership: sharing insights to drive continuous improvement.

• Omnichannel support: training teams to handle customer interactions across multiple communication channels. 

• Reducing agent turnover: finding effective ways to lower employee attrition rates. 

Solutions 

Multichannel support 

The collaboration initially began with handling customer inquiries through a single communication channel. Over time, the Axendi team expanded its scope to include multichannel support, now managing buyer and seller inquiries across five channels—email, chat, callback, hotline, and Messenger—in three languages: Polish, Ukrainian, and Czech. 

Full buyer and seller support

Beyond omnichannel inquiry management, Axendi provides full support for both buyers and sellers on Allegro, including: 

• Onboarding 

• Technical assistance 

• Listing management 

• Platform navigation 

• Payment processing 

• Product positioning 

• Dispute resolution assistance 

Flexible and scalable resources

Axendi ensured adequate staffing to handle the growing volume of inquiries while maintaining high-quality service and well-trained advisors. 

Currently, over 450 consultants work on the Allegro project, effectively managing a high volume of inquiries while maintaining exceptional service standards. 

Axendi’s flexibility allows Allegro to run continuous and ad-hoc information and sales campaigns. Scalability also extended to managing outbound campaigns for cross-selling and up-selling—in 2023 alone, the team launched 10 new projects, delivering 59 outbound campaigns. Two campaigns were executed using Axendi’s proprietary voicebot, deployed in just two days from the service request. 

Motivational and training systems 

Axendi introduced an extensive training and incentive system, including: 

• Regular training, coaching, and mentoring to maintain high motivation and reduce employee turnover. 
• A non-monetary rewards program, distributing gadgets, welcome packs, and monthly awards funded by Allegro. 
• The “Allemarket” platform, a unique incentive system where advisors earn “Allegrosze” (Allegro points) for schedule adherence and performance, which can be exchanged for prizes. 
• Support Advisor Teams (“PIONY”), assisting leaders in onboarding, troubleshooting, and process optimization. 

Innovative technologies 

Axendi leveraged cutting-edge AI-powered solutions, including: 

• GenAI for automation 
• Proprietary voicebots 
• Power BI for data reporting and analysis 

Additionally, the team developed Spock (previously known as Boromir), a dedicated analytics tool optimizing consultant performance and contact center operations. 

Reporting & optimization 

The Allegro project operates with 48 different reports, continuously refined by Axendi’s NewTech Team using Power BI to provide interactive data visualization, supporting faster, data-driven business decisions. 

Strategic planning of reporting needs enabled a more efficient and effective approach to collecting and presenting data, ensuring ongoing optimization and business growth. 

Results 2023

Project scale

Performance

Peak season management

Axendi supports Allegro during peak shopping periods, preparing as early as August for the holiday rush in November.

Process optimization with Boromir 

Identifying the most common internal support requests from agents led to improved service quality and the design of tailored training and onboarding programs.

Ongoing and ad-hoc informational and sales campaigns

Expanding services included outbound campaign management for cross-selling and up-selling.

Awards

The Axendi and Allegro partnership shows how combining e-commerce and contact center expertise delivers standout results. Thanks to a dedicated team, the project has earned several prestigious awards.

• The Big Family project by Voice Contact Center and Allegro.pl received a distinction in the “Best Partnership Collaboration” category at the Polish Contact Center Awards (PCCA)—the most prestigious competition in Poland’s contact center and customer care/service industry. The competition aims to promote and enhance the prestige of remote customer service work while identifying and highlighting best market practices to raise industry standards (2023). 

• Ewelina Kowalczewska, Key Account Director, was awarded “Best Project or Department Manager” at the PCCA 2023 competition. 

• Boromir, a solution designed to support consultants and enhance the operational efficiency of the project, developed by the NewTech team under the initiative of Ewelina Kowalczewska, Key Account Director for the Allegro project, received the prestigious Contact Center Technology Award 2024, granted by CUSTOMER Magazine, published by the global media company TMC.