Rapid Workforce Scaling Powers Quick-Commerce Customer Support: 100% SLA Compliance Achieved
Overview: The client is one of the leaders in quickcommerce industry in India, offering ultra-fast delivery of groceries and daily essentials across
major urban markets. Supported by a strong dark store network and expanding product categories the client was facing increasing order volumes and operational scale for they partnered with us to strengthen customer support operations and ensure consistent service delivery across highdemand environments
Business Challenges
Need to onboard large batches of agents within short timelines to manage surge in demand.
Ensuring newly hired agents are trained and ready to handle customer interactions effectively
The Solution
We enabled rapid workforce ramp-up by hiring agents within a 7-day turnaround time and deploying structured training programs to ensure readiness. A strong performance management framework was also implemented to support new agents during nesting and stabilize operations. Further, we ensured operational processes were optimized to maintain service level adherence, reduce escalations, and ensure timely customer responses, including maintaining a 30-second response threshold for chat interactions. Continuous monitoring and structured support mechanisms ensured consistent delivery of customer
experience during peak demand periods.
Value Delivered
100%
SLA compliance achieved across all client performance metrics
83%
CSAT score maintained against client target of 79%
250+
Agents deployed with additional ramp-up of 70 agents
7Days
Agent hiring turnaround time achieved
30sec
Chat response time maintained