A top-10 U.S. retailer partnered with us for 14 years selected us to expand its India operations after a competitive RFP, requiring a hybrid voice-and-chat model and Level-2 escalation support. Leveraging our proven performance, zero-tolerance compliance standards, and transparent partnership approach, we launched blended and escalation operations across Bangalore and Shillong in July 2025.

Through phased training, scenario-based escalation readiness, and continuous performance optimization, both teams exceeded all KPIs within four months. Issue resolution surpassed targets by up to 2X, AHT beat benchmarks, and the operation scaled successfully ahead of peak season earning us sole-provider status and displacing the incumbent.

Proven performance wins trust. Our compliance-first, transparent partnership enabled a rapid hybrid launch, XPI gains, and peak-ready scale securing sole-provider status within months.