London / Mumbai

<- All case studies

BPO & CX Operations / D2C retail brand, London

Ecommerce CX Desk for Seasonal Volume

Ecommerce CX Desk for Seasonal Volume case study for D2C retail brand, London

The Challenge

A fast-growing retail brand was entering peak season with rising live chat and email volumes, but internal staff were already stretched.

What We Did

Zentrix split contacts by complexity, created response playbooks, introduced QA sampling, and ran a daily volume review with the UK team.

The Result

First response time improved by 42% during the peak period while the internal team focused on escalations and retention-critical contacts.

“The support felt like an extension of our team, not a disconnected offshore desk.”