Case Study

Transforming Customer Experience at Scale
#1 Vendor Rank | 3X Growth in Two Years | A Key Strategic Partner

Overview

A leading on-demand platform needed to scale fast while ensuring top-tier CX quality. Within 24 months, ContactPoint360 grew support from 250 to 614 agents, embedded with AI-driven coaching to outperform every key KPI, and become #1 vendor among nine global partners.
The key highlights include:

3x agent growth without increasing cost

FCR advanced from 88% to 92%

QA scored peaked at 94%

Ranked #1 vendor among 9 global partners

Challenges

Fast-paced scaling with tight KPI expectations

Initial underperformance in FCR and QA

Constantly evolving metrics across quarters

Pressure to outperform eight other global vendors

Download Case Study

Result That We Provided

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

Increase in agent headcount (250 to 614)

Point gain in First Contact Resolution (88% to 92%)

Reduction in average handle time (from 7.0 to 4.8 minutes)

Point gain in QA scores (85% to 92%)

Vendor rank among 9 global partners

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Our Global Presence

Transforming Customer Experience at Scale #1 Vendor Rank | 3X Growth in Two Years | A Key Strategic Partner

Overview

3x agent growth without increasing cost

FCR advanced from 88% to 92%

QA scored peaked at 94%

Ranked #1 vendor among 9 global partners

Challenges

Fast-paced scaling with tight KPI expectations

Initial underperformance in FCR and QA

Constantly evolving metrics across quarters

Pressure to outperform eight other global vendors

Download Case Study

Result That We Provided

Increase in agent headcount (250 to 614)

Point gain in First Contact Resolution (88% to 92%)

Reduction in average handle time (from 7.0 to 4.8 minutes)

Point gain in QA scores (85% to 92%)

Vendor rank among 9 global partners

Other Case Study

Transforming Customer Experience at Scale
#1 Vendor Rank | 3X Growth in Two Years | A Key Strategic Partner