A new-age stock broking company introduced multiple customer interaction channels, including calls, emails, and chats, to provide seamless customer support. With rapidly increasing interaction and query volumes, the in-house team faced challenges in managing the growing workload efficiently, creating a need for a dedicated and scalable support operation.
To address this, the company transitioned from an in-house support model to a fully outsourced customer support operation. A dedicated team was deployed to manage calls, emails, and chats end-to-end, while the internal team focused on monitoring, quality oversight, governance, and core business activities.
