Discover how Riseup Labs helped a consumer products company scale its inbound voice customer support from a pilot team into a dedicated 24/7 operation while achieving 96% customer satisfaction and 95% first call resolution.
A consumer products company was experiencing increasing demand across its customer service channels. Inbound call volumes were growing, customers needed support across multiple product categories, and each interaction required both strong product knowledge and professional communication.
The client needed more than temporary staffing. It needed a voice customer support operation that could grow alongside customer demand without compromising resolution quality or the overall customer experience.
Riseup Labs began the engagement with a dedicated pilot team of trained voice support specialists. After establishing the operational model and demonstrating its ability to support the client’s customers effectively, the operation expanded into a larger, long-term support team.
The team was structured around product expertise and supported by shift-based operations, daily performance monitoring, quality assurance, and weekly refresher training. This allowed Riseup Labs to provide dependable inbound support to customers across multiple time zones.
The engagement developed into an ongoing multi-year partnership, achieving 96% customer satisfaction and a 95% first call resolution rate.
As the company’s customer base and product demand grew, its existing service channels faced increasing pressure from inbound calls.
The client needed additional support capacity, but simply adding more representatives would not have solved the entire problem. New agents also needed product knowledge, quality oversight, operational structure, and the ability to provide a consistently professional customer experience.
Several interconnected challenges had to be addressed.
The number of incoming customer calls was rising, creating additional pressure on the company’s existing support resources.
Without a scalable operating model, higher call demand could result in longer response times, unresolved inquiries, inconsistent experiences, and increased pressure on internal teams.
The client needed a support partner capable of expanding available capacity as demand evolved.
Customer inquiries were not limited to a single product or issue type. Support representatives needed to understand multiple product categories and provide relevant, accurate assistance.
A generalist approach could make it more difficult for agents to respond confidently and resolve issues during the first interaction.
The support workforce therefore needed to be organized around product expertise while remaining flexible enough to address changing customer needs.
Customers contacting a voice support channel generally expect immediate assistance. Each representative needed to listen carefully, understand the issue, communicate clearly, and work toward a resolution without unnecessary transfers or repeated interactions.
The client needed to improve support capacity while continuing to deliver a professional experience that represented its brand appropriately.
The company served customers across different time zones, making limited-hour coverage increasingly difficult to maintain.
A shift-based support structure was required to make assistance available throughout the day while maintaining appropriate staffing and operational oversight.
Rapidly expanding a customer support team can introduce inconsistencies in product knowledge, communication, documentation, and issue resolution.
The client needed an operating model that could scale while protecting customer satisfaction and service quality. This required structured training, ongoing quality assurance, regular performance monitoring, and continuous improvement.
As customer demand grew, the challenge was not simply handling more calls. The client needed to scale its voice support operation while preserving product knowledge, fast resolutions, and a consistently high-quality customer experience.
Riseup Labs established a dedicated offshore voice customer support operation designed to expand gradually while maintaining consistent service standards.
Rather than moving immediately into a large-scale deployment, the engagement began with a pilot team. This created a controlled environment for establishing the support process, developing product knowledge, monitoring performance, and aligning the team with the client’s service expectations.
Once the operating model was established, the support function expanded into a larger, dedicated operation.
Riseup Labs began with a dedicated pilot team of trained voice support specialists.
The pilot approach allowed the service model to be introduced in a structured way. The team could become familiar with the client’s requirements, customer expectations, product categories, and communication standards before the operation expanded.
Performance could also be reviewed during the early stage, helping identify areas where additional training, process clarification, or operational adjustments were needed.
Result: The client gained a structured starting point for testing and strengthening the outsourced voice support model before moving into a larger deployment.
After the pilot stage, Riseup Labs expanded the operation into a larger dedicated support team.
The workforce was designed to scale in response to increasing customer demand. This gave the client access to additional service capacity without having to build and manage the entire operation internally.
The dedicated model also helped team members develop familiarity with the client’s customers, service expectations, and recurring inquiry types over time.
Result: The support operation evolved from a limited pilot into a sustainable, long-term customer service function.
Because customers contacted the company about multiple product categories, support representatives needed more than general communication skills.
Riseup Labs organized the operation around product expertise. This helped representatives build stronger familiarity with the types of inquiries they handled and provide more relevant assistance to customers.
Product-focused knowledge also supported more confident conversations and helped reduce the need for unnecessary transfers or repeated contacts.
Result: Customers received assistance from trained representatives with relevant product knowledge, supporting faster and more accurate resolutions.
Riseup Labs implemented shift-based operations to provide customer support around the clock.
The 24/7 operating model enabled the client to assist customers across different time zones rather than limiting service availability to a single business window.
Shift planning also created a structured approach to maintaining continuous coverage while keeping the operation organized and manageable.
Result: Customers gained dependable access to voice assistance regardless of their time zone.
Scaling the team was only one part of the solution. Riseup Labs also established ongoing performance monitoring and quality assurance practices.
Support performance was reviewed daily to identify service issues, knowledge gaps, communication concerns, and opportunities for improvement.
Quality assurance helped ensure that customer conversations continued to meet expected standards as the operation expanded.
Result: The client gained a support model focused not only on handling more calls, but also on protecting the quality of each interaction.
Riseup Labs provided weekly refresher training to reinforce product knowledge, communication standards, operational processes, and service expectations.
The training sessions helped the team address recurring challenges, review performance findings, and remain aligned with changing support requirements.
This continuous learning model was particularly important for an operation covering multiple product categories.
Result: Representatives received ongoing development instead of relying solely on initial onboarding, supporting consistent performance throughout the engagement.
The support model combined daily monitoring, quality assurance findings, and regular training to create an ongoing improvement cycle.
Rather than treating customer support as a fixed process, Riseup Labs continuously reviewed how the team was performing and where the operation could be strengthened.
This allowed the support function to adapt as customer demand, product inquiries, and service expectations evolved.
Result: The operation remained scalable and sustainable throughout an ongoing multi-year engagement.
The support operation achieved a 96% customer satisfaction score, demonstrating that the scaled service model continued to deliver positive customer experiences.
This result was especially important because the operation had grown beyond its initial pilot stage. The client was able to increase support capacity while maintaining strong customer feedback.
The team achieved a 95% first call resolution rate, meaning that most inquiries were resolved during the customer’s initial conversation.
A strong first call resolution rate reduces the need for repeated contacts and unnecessary transfers. It also creates a smoother experience for customers while helping the support operation manage demand more efficiently.
Shift-based operations enabled customers across multiple time zones to receive voice support throughout the day.
The client gained an always-available service model without needing to manage the full recruitment, scheduling, training, and performance structure internally.
The operation progressed from an initial pilot into a larger dedicated team.
This transition demonstrated that the support model could expand beyond a limited trial and continue operating effectively as a long-term service function.
The product-focused workforce structure helped representatives build the knowledge required to support customers across multiple categories.
Combined with weekly refresher training, this created a more structured approach to maintaining relevant knowledge throughout the team.
The engagement developed into an ongoing multi-year partnership.
This reflected the operational stability of the model and its ability to support the client over the long term rather than functioning as a temporary response to increased call demand.
The client gained a customer support operation capable of expanding beyond its initial pilot.
This provided a more flexible way to respond to increasing inbound calls without placing the full operational burden on the internal organization.
The 96% customer satisfaction score demonstrated that increased capacity did not require the client to sacrifice the quality of customer interactions.
Customers continued to receive professional and knowledgeable assistance as the support team expanded.
With a 95% first call resolution rate, most customers received the help they needed during their first conversation.
This reduced repeat interactions and supported a more efficient use of both customer time and support resources.
Dedicated representatives, performance monitoring, quality assurance, and refresher training helped the team maintain professional communication standards.
The client gained an outsourced operation designed to represent its brand consistently across customer conversations.
The 24/7 shift-based model extended service availability beyond standard business hours.
This allowed the company to support a broader customer base without restricting assistance to a single location or time zone.
Daily monitoring and weekly training created a continuous feedback cycle.
Performance insights could be converted into practical coaching and operational improvements, helping the service remain effective as customer requirements evolved.
Riseup Labs managed the dedicated workforce structure, shift coverage, quality monitoring, and continuous training needed to operate the voice support function.
This allowed the client to access scalable customer service capabilities while reducing the internal effort required to establish and maintain them.
Riseup Labs helped the client transform growing customer service pressure into a scalable, high-performing voice support operation.
Beginning with a dedicated pilot team, the engagement expanded into a larger long-term operation structured around product expertise, 24/7 shift coverage, daily performance monitoring, quality assurance, and weekly refresher training.
The result was a customer support model that could grow with demand while maintaining strong service quality. The operation achieved 96% customer satisfaction, 95% first call resolution, and sustainable performance throughout an ongoing multi-year partnership.
The engagement became more than an extension of the client’s call-handling capacity. It developed into a dependable customer experience operation built to deliver knowledgeable assistance, consistent service, and continuous improvement at scale.
Our dedicated support teams combine trained representatives, 24/7 coverage, quality assurance, performance monitoring, and continuous training to help businesses deliver consistent customer experiences as demand grows.
Start a conversation with our team to solve complex challenges and move forward with confidence.
Md. Rafiquzzaman is the Director of Product & Technology at Riseup Labs, with more than 15 years of experience driving innovation in digital solutions. A graduate in Computer Science and Engineering from Shahjalal University of Science & Technology, he is skilled in app, game, and web development, product analysis, and project management.
Md. Rezwanul Haque is the Head of Operations, Admin & Compliance at Riseup Labs, where he oversees administration, finance, budgeting, process improvement, and regulatory compliance. With strong expertise in operations management and strategic planning, he ensures financial discipline and legal compliance while streamlining processes for sustainable growth. Rezwanul also leads recruitment, onboarding, and performance management, and guides compliance frameworks including VAT, taxation, and internal controls.
Maria Santos is the Vice President of Global Sales at Riseup Labs, representing the company from the Philippines to international clients. With expertise in BPO, ITO, and KPO, she helps organizations scale operations, optimize processes, and achieve measurable results. Her career spans outsourcing, technology solutions, and knowledge services, covering the full client lifecycle from acquisition to long-term partnerships. Before outsourcing, Maria worked as a scientist and product developer, sharpening her analytical and problem-solving skills.
Christophe M. David is the Vice President of Business Development for Europe at Riseup Labs, where he drives commercial strategies and client relationships across the region. With a diverse career in executive roles, he combines strategic vision, business effectiveness, and human sensitivity. In the early 2000s, he discovered Bangladesh and was inspired by the humanity, commitment, and resilience of its people. This experience led him to engage in meaningful projects supporting economic and industrial development.
Michael S. Longwell is the Vice President of Sales, North America at Riseup Labs, with more than 20 years of experience in consultative contact center BPO solutions. He helps organizations enhance customer experience and lifetime value through front-office, back-office, and KPO services. Before joining Riseup Labs, Michael was Sales Director for North America at SuccessKPI, a SaaS analytics platform using AI to transform contact center performance.
Hamim Zakaria is the Head of Business Development at Riseup Labs, bringing 17 years of experience across software, game development, staffing solutions, and the BPO industry. Joining the company as a Business Development Manager, he played a pivotal role in shaping its transition into global B2B services and steadily rose to his current leadership role.
Enamul Hoque is the Head of Operations, Growth & Strategy at Riseup Labs, where he drives operational excellence, business expansion, and long-term growth initiatives. With over nine years at the company, he has advanced through roles including Operations Manager and Product Manager, building expertise in streamlining processes and aligning strategies with organizational goals.
Ariful Islam Shakil is the Director of Business Development at Riseup Labs, with 15 years of extensive experience in strengthening local market presence and driving sustainable growth in Bangladesh’s technology sector. He specializes in building strategic partnerships, expanding client networks, and delivering innovative digital solutions tailored to client needs.
Ershadul Hoque is the Founder & CEO of Riseup Labs, a tech entrepreneur, innovator, and builder with nearly two decades of experience leading digital transformation projects worldwide. He has played a pivotal role in designing and delivering intelligent solutions across software, games, immersive technologies, BPO services, and AI-powered platforms.
Md. Moshiur Rahman is the General Manager of Business Development at Riseup Labs, with over 13 years of experience across sales, marketing, operations, and strategic growth. Over his 8+ years at the company, he has advanced through key leadership roles including Assistant Manager of Training, Management Officer, and Operations Manager (Sales & Marketing). In his current role, Moshiur drives business expansion, client acquisition, and long-term partnerships while aligning technology-driven solutions with evolving market demands.
Md. Rezwanul Haque is the Head of Operations, Admin & Compliance at Riseup Labs, where he oversees administration, finance, budgeting, process improvement, and regulatory compliance. With strong expertise in operations management and strategic planning, he ensures financial discipline and legal compliance while streamlining processes for sustainable growth. Rezwanul also leads recruitment, onboarding, and performance management, and guides compliance frameworks including VAT, taxation, and internal controls.
Maria Santos is the Vice President of Global Sales at Riseup Labs, representing the company from the Philippines to international clients. With expertise in BPO, ITO, and KPO, she helps organizations scale operations, optimize processes, and achieve measurable results. Her career spans outsourcing, technology solutions, and knowledge services, covering the full client lifecycle from acquisition to long-term partnerships. Before outsourcing, Maria worked as a scientist and product developer, sharpening her analytical and problem-solving skills.
Christophe M. David is the Vice President of Business Development for Europe at Riseup Labs, where he drives commercial strategies and client relationships across the region. With a diverse career in executive roles, he combines strategic vision, business effectiveness, and human sensitivity. In the early 2000s, he discovered Bangladesh and was inspired by the humanity, commitment, and resilience of its people. This experience led him to engage in meaningful projects supporting economic and industrial development.
Michael S. Longwell is the Vice President of Sales, North America at Riseup Labs, with more than 20 years of experience in consultative contact center BPO solutions. He helps organizations enhance customer experience and lifetime value through front-office, back-office, and KPO services. Before joining Riseup Labs, Michael was Sales Director for North America at SuccessKPI, a SaaS analytics platform using AI to transform contact center performance.
Hamim Zakaria is the Head of Business Development at Riseup Labs, bringing 17 years of experience across software, game development, staffing solutions, and the BPO industry. Joining the company as a Business Development Manager, he played a pivotal role in shaping its transition into global B2B services and steadily rose to his current leadership role.
Enamul Hoque is the Head of Operations, Growth & Strategy at Riseup Labs, where he drives operational excellence, business expansion, and long-term growth initiatives. With over nine years at the company, he has advanced through roles including Operations Manager and Product Manager, building expertise in streamlining processes and aligning strategies with organizational goals.
Ariful Islam Shakil is the Director of Business Development at Riseup Labs, with 15 years of extensive experience in strengthening local market presence and driving sustainable growth in Bangladesh’s technology sector. He specializes in building strategic partnerships, expanding client networks, and delivering innovative digital solutions tailored to client needs.
Start a conversation with our team to solve complex challenges and move forward with confidence.
