Case Study

Operationalizing Scalable Support: A Global Growth Model Rooted in Trust

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Overview

A federally regulated logistics provider needed reliable bilingual support under strict compliance conditions. It began as a small French-language voice support program, which scaled rapidly into a global, multi-channel CX operation across three countries., powered by AI-driven training and data-governed performance systems.

Key Highlights

Launched bilingual voice support in a federally regulated environment

Expanded to 3 countries across 5 high-impact service functions

Modernized training using AI to reduce onboarding time and variance

Embedded KPI governance across AHT, hold time, and claims per day

Built long-term trust through transparent operations and consistent delivery

Challenges

Rising French-language call volumes under rigid quality mandates

High pressure to reduce cost without compromising service quality

Manual training processes slowed onboarding and scaling

Federal-level compliance required auditable delivery across geographies

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Result That We Provided

The implementation of our solution resulted in significant improvements across key performance indicators:

Workforce expansion, scaling from 14 to 100+ agents globally

%

Service domains launched, expanding from voice to claims and sales

%

Increase in call efficiency, with AHT reduced to 4.79 minutes

%

QA score achieved, exceeding compliance and quality benchmarks

%

Reduction in hold time, improving service speed and satisfaction

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