Home-services marketplace, UAE and Saudi Arabia
Cutting cost per contact by 38% for a Gulf home-services marketplace
A fast-growing marketplace needed 24/7 phone and chat coverage without doubling its in-house team. We went live in three weeks and now handle most of its customer contacts.
lower cost per contact
calls answered within 30 seconds
post-contact CSAT
coverage within 3 weeks
The challenge
Contact volumes had tripled in a year. Customers waited more than five minutes at peak times, overnight calls went to voicemail and the in-house team was burning out.
What we did
We set up a dedicated team of 28 agents across three shifts, trained on the client's booking platform and refund policies.
- Day one: overnight and weekend phone coverage
- Week four: live chat added, with saved replies rewritten for clarity
- Month three: complaint handling moved to a specialist pod with a team lead
Weekly QA calibration sessions with the client's support lead kept tone and decisions consistent.
“Customers can’t tell where the team sits, and that is exactly the point. Our CSAT went up while our cost went down.”
Want results like these?
Tell us what you need. You will get a scoped proposal and a pilot plan within two business days.