224% Call Surge Absorbed: Scalable 24×7 Support Model Delivered for a Global Payroll Leader
224%
Increase in call volume absorbed30
Days to full ramp-up for operational readiness6
Months to launch omni-channel support across channels
The Challenge
Scaling Support Globally Without Compromising Quality or Continuity
The client needed a scalable, always-on support model to keep pace with a rapidly expanding product portfolio and rising transaction volumes. It had to establish nearshore and offshore support centers with consistent quality, while delivering Level 1 and Level 2 assistance across voice, email and chat. The operation also needed to support 24x7x365 availability across geographies and manage 26,000+ monthly omni-channel transactions with strict SLAs. At the same time, the client had to maintain PCI and ISO compliance while integrating multiple support platforms and absorbing demand spikes without degrading customer experience.
Sutherland Solution
A Tailored Omni-channel Support Model Built for Rapid Scale and Resilience
A scalable, resilient support framework designed to deliver seamless omni-channel service through strategic planning, rapid deployment, and global operational excellence.
- Strategic staffing and market mapping
Defined the optimal nearshore and offshore mix to balance cost and coverage, and mapped talent availability to support rapid hiring and scale. - Mobilization and infrastructure setup
Deployed a dedicated PMO for governance and execution and established high-redundancy connectivity to support business continuity. - Accelerated onboarding and enablement
Completed hiring, infrastructure setup and tool provisioning within plan. - Structured training
Delivered product, process and platform training in collaboration with client teams. - Global support operations
Built a support model designed to provide consistent omni-channel coverage across voice, email and live chat.
The Outcome
Faster Ramp-up, Resilient Global Coverage and Stronger Operating Performance
Sutherland helped the client build and sustain a global support team and achieve full operational ramp-up in under 30 days. The omni-channel support model was launched within 6 months, giving the business a scalable service foundation across products and regions.
The model also proved its ability to perform under pressure. The operation absorbed a 224% increase in call volume with no additional headcount while maintaining service continuity and avoiding SLA impact. Performance consistently exceeded benchmarks across locations. With unified workflows, real-time responsiveness and platform integration, the client strengthened global consistency, improved resolution speed and reinforced its reputation as a reliable partner to major studios.
