The Challenge:
Key challenges included recruiting and retaining talent at scale, supporting continuous product launches, improving customer satisfaction and first contact resolution, and maintaining performance through changes to service demand, field support challenges and vulnerable customer needs.
Our Solution:
ResultsCX has partnered with this organisation for more than a decade to deliver a mature and scalable customer operations model supported by an offshore delivery centre in Bulgaria. The engagement began with an initial team of around one hundred colleagues and expanded in line with product growth, new service launches and evolving customer demand.
ResultsCX supported multiple expansions across voice and digital channels, delivering new call types, provisioning support, subscription based services and specialist teams for vulnerable customers. Continuous improvement activity focused on recruitment, training, quality, first contact resolution and productivity, alongside the rollout of new technologies and service enhancements.
Throughout the partnership, ResultsCX maintained a strong focus on service stability, workforce capability and performance management while scaling headcount and complexity.
The Results:
The operation grew to support over one thousand colleagues, delivering consistently strong customer and operational outcomes. Customer satisfaction and resolution rates improved year on year, with net promoter scores exceeding fifty five percent, first contact resolution reaching the mid seventies, and quality outcomes supporting sustained service confidence.
The model proved resilient through periods of rapid growth and change, enabling the client to expand priority conversational support, scale digital services and introduce specialist customer care teams. The long-term partnership has delivered a stable, high performing operation capable of supporting ongoing product innovation and customer experience improvement.