Transforming CX with scalable, SLA‑driven support
VelqonTech partnered with a high‑growth eCommerce leader to launch a global, omnichannel support program. We built a 24/7 operation across time zones, stabilized queues, and embedded QA and training to consistently hit response and resolution SLAs while driving CSAT up and contacts per order down.
Overview
- 24/7 coverage for phone, email, and live chat
- Deep CRM/helpdesk integrations (Zendesk, Freshdesk, Salesforce)
- SLA‑backed targets for FRT/ART and resolution
- QA, training, and weekly reporting dashboards
Within 90 days, VelqonTech stabilized operations and delivered measurable gains: 35% faster first response time, +18% CSAT, and 92% first‑contact resolution on top issues. Our playbooks, shift models, and knowledge workflows enabled predictable outcomes at scale without sacrificing customer empathy.
Solution & Result
We deployed a phased ramp with cross‑trained pods, calibrated QA scorecards, and knowledge governance to ensure accuracy and consistency. Workforce management tuned intervals to demand, while weekly business reviews (WBR) and monthly business reviews (MBR) aligned on KPIs and continuous improvement.
Key outcomes: 30% reduction in reopen rates, backlog burn‑down in week 2, and zero missed P1 SLAs during peak season. Forecasting and training pipelines now make capacity and quality predictable, and the client has extended scope to proactive outreach and retention workflows.
Check Some Of Our Recent Work.
Helpdesk Migration
Seamless move to Zendesk with zero downtime, unified macros, and historical data preserved for reporting.
Omnichannel Rollout
Launched phone, email, and chat with consistent SLAs and unified QA across all channels.
QA Automation
Scorecards and calibrated rubrics reduced variability and lifted average QA scores by 12%.
WFM Optimization
Interval‑based staffing and forecasting cut abandon rate in half while maintaining service levels.