In the e-commerce industry, customer expectations are higher than ever. Rapid deliveries, round-the-clock service, and localized support are no longer optional. But as online platforms scale globally, the operational cost of meeting these expectations becomes unsustainable.
That’s exactly the scenario faced by one of the world’s fastest-growing ecommerce platforms. While customer-facing experiences were driving conversions, the internal support team was overwhelmed. Sluggish ticket resolution, staff churn, and lack of language coverage were hurting customer satisfaction and threatening retention rates.
To tackle these challenges, the company partnered with Silver Bell Group, a multilingual outsourcing provider. In just two weeks, we deployed a full-service support solution across thirteen languages, introduced QA oversight, and restructured workflows, significantly improving speed, cost efficiency, and overall support quality.
This case study outlines how Silver Bell Group helped the client regain operational control, reduce costs, and deliver a scalable customer support experience across multiple markets.
Scenario
The client, a household name in global ecommerce, experienced rapid growth across Europe and North America. Despite healthy traffic and product demand, internal operations were under strain:
- Support ticket volumes regularly exceeded 35,000 per week
- SLA breaches occurred during every promotional campaign
- In-house teams lacked coverage in Dutch, Norwegian, Polish, Hungarian, Czech, Greek, Turkish, Bulgarian, Croatian, Romanian, Russian, Ukrainian, and Serbian.
- First-response time exceeded 10 minutes, with resolution times surpassing 16 hours
- Customer Satisfaction Scores (CSAT) began trending down
- High turnover and absenteeism left team leads overstretched and reactive
The company recognized the need to offload operational support, but without compromising brand quality, control, or visibility.
Key Elements
- Native-speaking agents across 13 high-impact language
- 24/7 global coverage with shift flexibility for seasonal peaks
- Seamless integration with internal CRM tools
- QA processes and weekly performance audits
- Onboarding to live operations in 14 days
- Scalable infrastructure for volume surges (+30% capacity in 21 days)
Project Goals
- Improve SLA performance and response time
- Reduce operational costs per resolved ticket
- Extend language support into new priority markets
- Create scalable operations that flex with volume
- Free internal management to focus on strategy, not crisis resolution
- Maintain brand tone, consistency, and quality assurance
Project Assumptions
To ensure a smooth transition, both teams agreed on the following project assumptions:
- Internal knowledge would be available for transition training
- A clear SOP and support escalation matrix existed
- SBG agents would operate within the same platforms and tools
- A shared KPI dashboard would be created for full visibility
- Weekly syncs between SBG and client stakeholders would drive alignment
Solution
SBG initiated a full discovery phase, mapping ticket categories, language distribution, peak load patterns, and support workflows. This formed the blueprint for a custom deployment plan:
- Process Audit & SOP Transfer
SBG worked with the client’s internal team to document all workflows, escalation rules, and SLAs. A transition playbook was created. - Talent Acquisition & Training
Agents were recruited from SBG’s multilingual talent pool, including native speakers in 13 languages. Custom training modules were developed to reflect tone of voice, product knowledge, and empathy scripting. - Tech Stack Integration
The team was embedded into the client’s CRM and QA systems with no change required from the client’s IT. - Performance Oversight
QA leads and performance managers were assigned to the team. Weekly dashboards tracked First Response Time (FRT), Resolution Time, SLA breaches, and CSAT. - Scalable Staffing
During major flash sales, SBG increased coverage by 30% in under 72 hours, flexing down after the event to control costs.
Results
A month after the partnership went live, tangible results emerged:
| KPI | Before SBG | After SBG | Improvement |
| First Response Time | 7 mins | 35 sec | ↓ 84% |
| Resolution Time | 16 hrs | 5 hrs | ↓ 69% |
| SLA Compliance | 82% | 99.2% | ↑ 17 pts |
| CSAT Score | 4.1 / 5 | 4.7 / 5 | ↑ 15% |
| Cost per Resolved Ticket | €3.60 | €1.95 | ↓ 46% |
Key Highlights
- 46% Reduction in Cost per Resolved Ticket
- 13 Languages Covered by Native-Speaking Agents
- 3x Faster Ticket Resolution
- 99.2% SLA Compliance Maintained During Peak Events
- +30% Agent Scaling in Less Than 4 weeks
Business Impact
The client not only met its urgent goals but gained a long-term advantage:
- Internal managers reclaimed time to focus on CX strategy and loyalty campaigns
- The outsourced support team became an extension of the brand
- Better visibility and control via real-time dashboards
- Improved customer reviews and lower refund rates are tied to response times
- Infrastructure in place to support future regional expansion
Conclusion
Silver Bell Group played a key role in turning a high-volume, high-pressure support operation into a streamlined and scalable customer experience.
By combining native-speaking talent, proven processes, and real-time performance oversight, we helped our client achieve faster resolutions, stronger loyalty, and full readiness for future growth.
Every conversation became an opportunity to build trust, reinforce brand value, and drive long-term retention.
Contact us
If you’re facing fast growth, ticket spikes, or just need more hands on deck, we’re here to help. Contact us and let’s design a team that fits your business model.
