Case Study | English Offshoring × Online Retail Company

Lower Cost. Higher Satisfaction. +8pts CSAT.

How transcosmos reduced operating costs while improving customer satisfaction and service quality through a Philippines-based offshore delivery and US-based account management.

THE SOLUTION

Offshore Delivery. Local Accountability.

・Offshored customer support operations to the Philippines to reduce costs while maintaining service quality.

・Placed US-based account management to ensure fast, seamless communication and real-time collaboration with the client in the same time zone.

Result

  • 82.0% → 90.7%

    CSAT Improvement

  • 90.9% → 99.52%

    QA Audit Score Improvement

KEY SUCCESS FACTOR

US-Based Management. Philippine Offshore Delivery.

The key success factor was the ability to improve service quality while reducing operating costs. Offshoring customer support operations to the Philippines optimized costs, while US-based account management ensured fast, seamless
communication through a same-time-zone point of contact.

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