Quick answer
A direct-to-consumer brand with roughly 4,000 monthly support contacts moved tier 1 email and chat to a three-person ConnectPro pod in the Philippines. Within 60 days first response time fell from 19 hours to 68 minutes, CSAT rose from 82 to 91 percent, and support cost per contact fell by 61 percent.
Key takeaways
- First response time: 19 hours to 68 minutes in 60 days.
- CSAT: 82 percent to 91 percent.
- Cost per contact down 61 percent.
- The unlock was documenting the top 50 ticket reasons before go-live.
The situation
The brand handled support with two part-time in-house staff who also managed fulfilment escalations. Tickets queued overnight and through weekends, and WISMO enquiries were consuming most of the available capacity.
What we did
- 1
Baseline first
We measured CSAT, first response time, resolution time and reopen rate for two weeks before touching the queue.
- 2
Documented the top 50 reasons
Each got a macro, a decision rule and an escalation boundary approved by the brand.
- 3
Trained and shadowed
Three agents completed product training and two weeks of reviewed responses before handling live volume.
- 4
Staged the cutover
25 percent of volume in week four, full tier 1 by week eight, with daily QA throughout.
Results at 60 days
The difference was not that the team was cheaper. It was that someone finally answered on a Sunday.
Frequently asked questions
Eight weeks from contract to full tier 1 volume, including recruitment, training and a staged cutover.
No. They moved to escalations, retention outreach and fulfilment problem-solving, which is where their product knowledge mattered most.
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