How Riseup Labs helped a leading U.S.-based construction and home improvement brand scale email support, maintain response quality, and deliver 24/7 customer service during peak demand.
A leading U.S.-based construction and home improvement brand experienced a sudden surge in customer email inquiries across multiple product lines. The volume reached more than 300,000 emails within just two months, placing heavy pressure on the client’s internal support operations.
The challenge was not only volume. Each inquiry required product-specific knowledge, fast response handling, and consistent communication quality. The client needed a support partner that could quickly build capacity without compromising customer satisfaction.
Riseup Labs deployed a dedicated offshore email support operation with 40 trained email support specialists and 10 backup agents. The team completed a 22-day onboarding program, worked through structured product knowledge resources, operated in rotating shifts for 24/7 coverage, and followed daily quality assurance reviews to maintain service consistency.
The engagement helped the client manage peak customer demand while maintaining 96%+ CSAT, 90–93% First Contact Resolution, and 90%+ NPS.
The client experienced a sharp increase in customer email inquiries within a short period. More than 300,000 customer emails needed to be handled in two months, creating operational pressure for the existing support structure.
The internal team needed immediate help from a support partner that could scale quickly, organize the workflow, and maintain quality while handling a high-volume inbox.
Customer inquiries covered multiple product lines. Each category required agents to understand product details, common customer issues, order-related concerns, usage questions, and escalation paths.
Without specialized knowledge, agents could not respond accurately or confidently. This made fast onboarding and structured knowledge transfer essential.
The client needed fast responses to preserve customer trust during a high-demand period. Delayed replies could increase frustration, create repeat follow-ups, and affect the overall customer experience.
The support operation had to move quickly while still giving customers accurate, helpful, and consistent answers.
Handling hundreds of thousands of emails required more than manpower. The client needed consistent response standards, clear prioritization, supervisor oversight, and ongoing quality improvement.
Without a structured QA process, support quality could vary across agents, shifts, and product categories.
A sudden surge in customer emails put pressure on the client’s support operations, requiring a scalable team that could respond quickly without sacrificing quality.
Riseup Labs implemented a structured offshore support model designed to handle large-scale email operations within a tight timeframe.
The goal was to help the client manage peak demand while maintaining response quality, product accuracy, and customer satisfaction.
Riseup Labs started with a 22-day onboarding program focused on product knowledge, response standards, escalation rules, and customer communication guidelines.
The training was supported by a detailed knowledge base so agents could quickly access accurate information while resolving customer inquiries.
Result: Agents became prepared to handle product-specific customer emails with greater confidence and consistency.
Riseup Labs deployed 40 dedicated email support specialists for the engagement. An additional 10 backup agents were kept on standby to support peak hours, sudden volume increases, and continuity needs.
The team was organized by product category so agents could specialize in specific inquiry types and build deeper familiarity over time.
Result: The client gained immediate support capacity without needing to build and train a large in-house team during a peak-demand period.
The email support operation was structured around rotating shifts to provide continuous coverage.
This helped maintain support availability across time zones, reduce backlog pressure, and keep service levels steady during high-volume periods.
Result: The client was able to maintain uninterrupted email support coverage throughout the engagement.
Riseup Labs introduced a structured email prioritization workflow to help agents handle urgent, complex, and high-impact customer issues more efficiently.
Emails were organized so the team could focus on time-sensitive customer needs while still progressing through the larger support queue.
Result: The support operation became more organized and easier to manage, even under high email volume.
Supervisors conducted daily quality assurance reviews to monitor response accuracy, tone, completeness, and resolution quality.
Weekly refresher training, quizzes, and assessments helped agents stay updated on product information and improve performance over time.
Result: Quality management became a continuous process, helping the team maintain strong CSAT, FCR, and NPS results throughout the engagement.
Riseup Labs helped the client manage more than 300,000 customer emails within two months. The dedicated team structure gave the client the capacity needed to respond to a large support surge without overwhelming internal resources.
Despite the high volume, the engagement maintained 96%+ Customer Satisfaction. This reflected the value of structured training, product-specific knowledge, and consistent QA oversight.
The team achieved 90–93% First Contact Resolution by giving agents the knowledge, workflows, and escalation support needed to answer customer questions accurately the first time.
The rotating shift model enabled 24/7 operations, helping the client maintain support continuity during peak demand and across customer time zones.
The engagement maintained a 90%+ Net Promoter Score, showing that customers continued to receive reliable, helpful, and professional support even during a period of unusually high demand.
This engagement helped the client move from support overload to a structured, scalable email support operation.
The value came from combining trained offshore staffing, product-specific knowledge, 24/7 shift coverage, quality assurance, and continuous performance improvement.
For companies facing high-volume customer inquiries, this type of support creates practical value in five areas:
Support capacity can expand quickly during peak demand without waiting for a long internal hiring and training cycle.
Rotating shifts and backup agents help maintain coverage even when volume increases.
Dedicated training and knowledge base access help agents respond with product-specific confidence.
Fast, consistent, and helpful email responses protect customer trust during busy periods.
Daily QA reviews, supervisor feedback, and weekly training create a support system that improves over time instead of relying only on reactive troubleshooting.
Riseup Labs helped a leading construction and home improvement brand manage a high-volume email support surge without sacrificing customer experience.
By deploying 40 dedicated support specialists, maintaining 10 backup agents, completing a 22-day onboarding program, operating 24/7 rotating shifts, and applying continuous QA reviews, Riseup Labs helped the client manage 300,000+ emails in 60 days while maintaining 96%+ CSAT, 90–93% FCR, and 90%+ NPS.
The result was more than temporary email support. It became a reliable offshore support operation built for scale, consistency, and customer satisfaction.
Riseup Labs provides dedicated email support and back-office support teams for companies that need fast, reliable, and scalable customer service operations.
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.
