Scaling 24/7 Customer Support Without Burning Out the Onshore Team
Client Snapshot
Client Snapshot
The Challenge
The client’s onshore support team was overwhelmed by growing ticket volume, delayed responses, and rising operating costs. They needed a scalable support model that could improve service levels without adding pressure to their local team.
- Average first-response time had reached 36 hours, well outside the promised 4-hour SLA.
- There was no live coverage outside Sydney business hours, despite strong after-hours customer demand.
- Onshore agents were spending too much time on Tier-1 support instead of complex escalations and retention work.
- Local customer support hires were expensive, difficult to secure, and affected by high early attrition.
The VRS Solution
How We Built the Team
Discovery & Assessment
VRS worked with the client’s Head of CX to define the role profile, service goals, English fluency requirements, platform experience, and ANZ cultural fit.
Team Recruitment
VRS sourced 47 qualified candidates in 14 days and shortlisted support professionals with Shopify, Gorgias, and customer service experience.
Training & Onboarding
Candidates completed language assessments, writing tests, mock ticket role-plays, and final interviews with the client.
Process Integration
The offshore team was integrated into the client’s helpdesk, knowledge base, escalation process, and reporting workflows.
Go-Live & Ramp Up
The team was launched in three waves: 6 agents in week 5, 6 agents in week 7, and 6 agents in week 9 to protect quality during ramp-up.
Continuous Optimization
A VRS Team Lead and QA Analyst managed daily huddles, coaching, quality assurance, SLA tracking, and ongoing performance improvement.
The Results
Cost Reduction
Reduced fully-loaded cost per support agent while maintaining high-quality service.
First Response Time
Reduced first-response time from 36 hours to under 2 hours.
CSAT Score
Customer satisfaction recovered and exceeded the previous baseline after full ramp.
