Our case studies

Brought together a team of highly skilled resource to provide support for 24 languages covering 3 shifts to respond to escalations within minimum lead time. Introduced tracking and efficiency boosting tools. Identified and drove the process improvements. Served as front end support for troubleshooting customers’ issues.

Enabled client to launch support operations within 6 weeks, generated high accuracy human evaluation data for machine classifiers for scaled support operations.

Responded to the challenge through tiering up the language coverage into 4 levels of priority. Top priority languages hired, onboarded, trained per train-the-trainer model. Proceeded with hiring and onboarding lower priority languages, ramping up operations 8x times within 12 weeks. Collaborated with engineering, product and program management functions on the client side to shape the workflow enhancements resulting in 20% agents’ efficiency boosting and decreased turn-around-time by 15%. Developed a set of reporting and process automation tools (dashboards, automation, KPIs tracking) and contributed to further success of the client’s product

Helped client increase quality of content served on their properties with 98% accuracy and cleared up the 6 month backlog of over 24M resulting in 15% boost of product adoption. Helped client save ~30% in costs compared to traditional BPO destinations.

Deployed train-the-trainer model to jumpstart the scaling process. Mapped out key workflow processes and drafted incident response protocols. Collaborated with engineering, product and program management functions to identify main user pain points and drafted canned responses to address common cases. Supplemented newly hired agents with a cohort of experienced teammates to intensify their training process. Once partner support operations were up and running, kicked off daily quality assurance for immediate feedback until operations reached project SLAs set by client.

Helped client improve user experience by educating partners at scale on the product policies and monetization guidelines, decreased average handling time by 30%. Helped client save ~10% in costs as compared to traditional BPO destinations.