Seasonal campaign scaling for a
leading gifting ecommerce platform

Our challenge

One of the world’s largest gifting ecommerce platforms needed a team that could keep up with their aggressive scale requirements without compromising the travel experience of their millions of customers.

We delivered

We doubled the team from 270 to 600 in February just in time for the seasonal summer spike and built a customised facility for the campaign. Our scenario-based training helped our agents deal with more complex scenarios including complaints and escalations. We provided further support from hand-picking agents to manage tickets overflow from the onshore support team. Our dedicated team of business analytics experts also tracked customer trends, agent performance, and team compliance, allowing us to act on time-sensitive opportunities without jeopardising service quality. Ultimately, our flexible campaign operations over 200% to handle global seasonal spikes.


new hires in
6 months


scale to handle
seasonal spikes

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