Three of the brands we run teams for, what they asked us to fix, and the numbers from their weekly reports. Each story was checked and signed off by the client.
Corrie & Fell came to us six weeks before Black Friday with a backlog their own team could not clear. We cleared it with 24 agents in Cebu, then stayed on.
“We stopped thinking of them as a vendor about a month in.”
“Our fraud queue has not gone past four hours since.”
Moorfield Pay was opening in Germany and the Netherlands and its fraud queue was already two days long. We built an 18-person review team in Lisbon in five weeks.
1.9%refund requests on disrupted trips, down from 7.8%
A 24/7 rebooking desk for a European holiday company that kept refund requests under 2% through a summer of airport strikes.
“During the airport strikes we doubled the team in nine days.”
Kwame Asante, Director of Operations, Wayside TripsMost of our clients sell to consumers online. These are the contacts we handle most often in each sector, and the size of team we usually run.
Fashion, footwear, home and outdoor brands selling online and in stores.
Usually 10 to 60 agents, scaling 2 to 3 times for peak season
How we work for Corrie & Fell
Payment apps, card issuers, lending and business banking.
Usually 8 to 40 reviewers, on a locked-down floor
How we work for Moorfield Pay
Holiday companies, airlines’ partners, rail and accommodation platforms.
Usually 20 to 80 agents, voice-first and 24/7
How we work for Wayside Trips
Streaming, fitness, learning and consumer software with monthly plans.
Usually 6 to 30 agents, chat and email first
See how a support team is set up
A person who runs teams replies within one working day with a first plan and a price range.
