95%+
CSAT Sustained
116%
Increase in Productive Hours
96%
SLA Adherence
Multi-Geo Delivery:
Philippines, South Africa, Colombia
About the Client
The client is a fast-growing U.S.-based online retailer experiencing a surge in customer demand that is straining its customer service operations, increasing operational costs, and challenging its ability to scale efficiently.
Business Challenges
Fragmented Operations and Scaling Constraints Impacting Cost and Customer Experience
As demand accelerated, the retailer faced challenges in:
- Fragmented processes led to service delays and inconsistent customer experiences
- High average handling times and frequent call transfers reduced operational efficiency
- Operating costs continued to rise without corresponding productivity improvements
- Limited scalability made it difficult to manage peak demand periods effectively
- Dependence on a single delivery location increased operational and business continuity risks
The Atain Solution
Transforming Operations Through an Orchestrated Global Delivery Model
Orchestrated Operations Model
Atain simplified and standardized workflows while building a scalable, global delivery model across the Philippines, South Africa, and Colombia, aligning teams, processes, and performance tracking into one system to improve consistency, speed, and control.
- Process Standardization – Standardized workflows to reduce variation, lower handling time, and improve service consistency
- Workforce Optimization – Optimized workforce planning and performance tracking, achieving a 116% increase in productive hours
- Global Delivery Expansion – Rapid setup of delivery centers across multiple geographies to enable cost-efficient scaling
- Analytics-Driven Performance – Used analytics to improve performance management and decision-making across operations
- Capability Expansion – Extended capabilities to support IT operations and AWS development, broadening the value delivered
Assured Outcomes Delivered
Driving Measurable Business Impact Through Operational and CX Transformation
| Metric | Growth Achieved |
|---|---|
| CSAT | 95%+ sustained (~60% improvement year over year) |
| Productive Hours | 116% increase in efficiency |
| SLA Adherence | 96% achieved across operations |
| Average Handle Time | Reduced AHT and transfers, leading to faster resolution |
| Delivery Locations | Multi-geo: Philippines, South Africa, Colombia |
| Language Support | English and Spanish |
| Scalability | Rapid, cost-efficient scaling |
Atain partnered with the business to deliver assured outcomes with simplified processes, optimized workforce management, and a resilient multi-geo delivery model. The transformation helped sustain 95%+ CSAT with approximately 60% year-over-year improvement, a 116% increase in productive hours, and 96% SLA adherence. Reduced handle times and fewer call transfers enabled faster resolutions and a smoother customer experience. Most importantly, the retailer gained a stable, scalable operating model that could support rapid growth while consistently delivering high-quality customer outcomes.