CASE RESULTS / IMPACT IN ACTION

Make the value of collaboration
visible in the outcome.

Selected anonymised projects disclosed on the original website, showing the challenge, approach and result.

Cross-border ecommerce

Asia Pacific + Latin America

From fragmented support to one consistent global customer experience.

The challenge

A leading ecommerce platform across 12 markets had multilingual support split across seven providers, with CSAT stuck at 78% and peak-season SLA frequently missed.

The approach

We brought delivery and quality management into one view, focusing on multilingual support, peak flexibility and customer experience.

89%

Customer satisfaction

Up from 78%

+18pp

Peak-season SLA

18-point improvement

−22%

Operating cost

Compared with the original project setup

Fintech

GCC-6

Customer Service BPO

More stable, more consistent bilingual service quality.

The challenge

A regional payments technology company needed more consistent Arabic and English service quality while meeting high standards for payment-data security.

The approach

Quality monitoring and QA calibration created one bilingual service standard and supported the project audit requirements.

+14pp

First-contact resolution

Improvement

±3%

QA score variance

Down from ±12%

Compliance audit

PCI DSS Level 1 passed once

Automotive expansion

European market

Customer Service BPO

Faster answers and deeper customer understanding.

The challenge

An automotive company faced L1 ticket backlog and high handling time in Europe, and needed to improve customer response efficiency.

The approach

Voice-of-customer feedback and self-service improvements addressed both the service flow and root-cause resolution.

−38%

Average handling time

Reduction

65%

AI self-service resolution

Related CSAT at 91%

Product and process improvements

Based on customer feedback

Source: anonymised cases disclosed on the original ProTalents website. Metrics are not a guarantee and PCI DSS audit results do not represent a company certification.

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