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Scaling 24/7 Customer Support Without Burning Out the Onshore Team

Customer Support

E-commerce

Australia

Client Snapshot

Client
Customer Support
Industry
E-commerce
Region
Australia
Engagement
18-person offshore customer support team
Go-Live
First agents live in week 5; full team in week 9

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

1

Discovery & Assessment

2

Team Recruitment

3

Training & Onboarding

Delivered product, process, and tools training aligned with the client's brand voice.

4

Process Integration

Integrated the offshore team with the client's helpdesk, knowledge base, and communication tools.

5

Go-Live & Ramp Up

Launched with a pilot team and scaled up quickly while maintaining quality.

6

Continuous Optimization

Ongoing coaching, QA, and reporting to drive performance and improvement.

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