We delivered

We doubled the team from 270 to 600 in February just in time for the seasonal summer spike and built a customised facility for the campaign. Our scenario-based training helped our agents deal with more complex scenarios including complaints and escalations. We provided further support from hand-picking agents to manage tickets overflow from the onshore support team. Our dedicated team of business analytics experts also tracked customer trends, agent performance, and team compliance, allowing us to act on time-sensitive opportunities without jeopardising service quality. Ultimately, our flexible campaign operations over 200% to handle global seasonal spikes.