Industry: Communications, Media, and Entertainment | Services: Business Process as a Service, Digital CX, Sutherland Sentinel AI®
Client Overview
A leading global organization serving millions of customers across North America and beyond, the client operates multiple contact centers supporting diverse customer service functions. When the COVID-19 pandemic disrupted traditional contact center operations, the organization turned to Sutherland to enable rapid deployment of a secure, scalable remote work solution.
The Challenge
Maintaining Service Continuity Amid Global Disruption
As the pandemic forced contact centers worldwide to close, our client faced a surge in customer call volume alongside a decline in operational capacity. North American customers were experiencing extended wait times, and in some cases, unanswered calls.
The client urgently needed to migrate thousands of service agents to a secure work-at-home (WAH) environment, while sourcing, onboarding, and training new agents to handle triage calls from shuttered facilities.
Before the pandemic, remote work had been viewed as a security risk. Now, the client needed a trusted partner with a proven track record in enabling secure remote workforces—and turned to Sutherland to lead the transformation.
Sutherland Solution
Secure, Scalable, and Swift Work-at-Home Deployment
With more than 15 years of experience perfecting our Work-at-Home (WAH) model, Sutherland was uniquely positioned to act fast. Leveraging our Sutherland Sentinel AI® framework for end-to-end security and Sutherland Anywhere platform for global remote enablement, we deployed a comprehensive solution that ensured business continuity while safeguarding data and compliance.
Key solution components included:
- Rapid sourcing, onboarding, and training of 300+ new remote agents in under 60 days
- Secure WAH infrastructure powered by Sutherland Sentinel AI®
- Workforce management optimization to maintain service levels during peak disruption
- Integrated performance monitoring and analytics for real-time oversight
This transformation not only stabilized operations but also positioned the client to embrace remote work as a long-term strategic model.
The Outcome
Redefining the Future of Customer Support Operations
Sutherland’s partnership enabled a rapid and secure transition that surpassed all expectations. Within just 60 days, over 300 remote agents were fully operational, and in the first three months, the triage team efficiently managed more than 115,000 customer calls while maintaining a resolution rate exceeding 72%. This success laid the foundation for the client’s visionary “Call Center of the Future” initiative, built on a hub-and-spoke model with 70% remote staffing to ensure flexibility and scalability. In recognition of the outstanding results and resilience demonstrated throughout the transformation, the client named Sutherland its 2020 Technology Support Channel Partner of the Year, celebrating the team’s agility, dedication, and commitment to customer excellence.
KEY OUTCOMES
Agents transitioned to secure WAH in under 60 days
Calls handled within three months
Resolution rate achieved post-deployment
WAH model established as part of future “Call Center of the Future” initiative
