The Challenge
Before partnering with Holvrine, the client faced key
operational challenges:
Entering new markets without a multilingual support team
Difficulty maintaining SLA levels as customer volume grew
Lack of consistent quality assurance and reporting
Limited internal resources to manage and train support agents
Need for a cost-efficient model that could scale quickly

Languages supported:
English – French – German – Italian – Spanish

Holvrine’s Solution
Holvrine deployed a structured, phased scaling approach,
starting small and expanding as demand increased.

Phase 1 — Launch (3 Agents)
English & basic multilingual support
Set up workflows, QA scoring, and reporting
Integrated client tools and communication processes

Phase 2 — Expansion (5 More Agents → 8 Total)
Added support in additional languages
Extended coverage to evenings & weekends
Added dedicated Team Leader
Implemented agent performance dashboards

Phase 3 — Full Scaling (16 Agents)
Full multilingual coverage across 5+ languages
24/7/365 support
Advanced analytics for ticket trends & customer sentiment
Continuous training & quality optimization

Key Results

Cost-Efficient Growth
The client scaled from 3 to 16 agents without needing to hire, train, or manage internally—saving up to 65%
compared to in-house operations.

Scalable Multilingual Support
Support expanded from 1 to 5+ languages within months.

Improved Customer Satisfaction
92% customer satisfaction (CSAT)
27% reduction in resolution time
35% faster ticket handling

Reliable, Always-On Operations
Zero downtime due to office-based team
Backup power, UPS, backup ISPs & enterprise-grade security
SLA compliance above 95%