Quick answer
CSAT falls after outsourcing when knowledge transfer is incomplete, not because agents are offshore. Document your top 50 ticket reasons, baseline your metrics before go-live, run weekly QA calibration between your team and the provider's, and stage the volume cutover over four to six weeks.
Key takeaways
- Baseline CSAT, first response time, resolution time and reopen rate before you move anything.
- Document the top 50 ticket reasons with macros and decision rules.
- Calibrate QA weekly across both teams on the same tickets.
- Stage volume: 25 percent, then 50, then full.
Why CSAT actually drops
- Agents lack documented answers and improvise, producing inconsistent responses
- Escalation paths are undefined, so hard tickets stall
- Chat concurrency is set too high and quality collapses under load
- The offshore team learns about product changes from customers
- Nobody compares before-and-after, so problems are noticed late
The fix, in order
- 1
Baseline
Two weeks of clean metrics before any change.
- 2
Document
Top 50 ticket reasons, each with a macro, a decision rule and an escalation boundary.
- 3
Certify
Agents pass a product and process test before touching live volume.
- 4
Calibrate
Weekly, on the same tickets, with your reviewer and theirs scoring independently.
- 5
Stage
25 percent volume, then 50, then full, with a rollback trigger defined.
Every support migration that damaged CSAT skipped the same step: writing down what good looks like.
Frequently asked questions
With daily QA and rapid knowledge base updates, typically three to four weeks. Without them, it does not recover on its own.
Two to three sessions for complex products, up to four for simple, high-volume queues.
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