Client Profile
Managing Complexity at Scale
A leading Indian fintech startup empowering 55,000+ retailers across 23 states faced unpredictable inbound volume spikes at the start and end of each month, chronically low sales conversion rates, and the complex task of delivering consistent support across multiple regional languages including Hindi, English, Tamil, Telugu, Malayalam, and Kannada. These operational hurdles were seriously limiting service quality and revenue growth.
Multilingual Support and Sales Excellence Framework
RCC BPO built a scalable, quality-first operating model tailored to the client’s multilingual and high-volume needs. The solution combined advanced workforce planning with structured sales processes to handle demand fluctuations effectively.
Multilingual Volume Management
Support in 6 languages with linguistic-level service management to handle erratic volume spikes.
Quality-Driven Sales Strategy
COPC-based recruitment and preferred channel outbound dialing to boost contactability and conversion.
Scalable Resource Optimization
Grew team from 35 to 136 associates (4x) while effectively maintaining quality and experience.
Enhanced Lead Distribution
High-quality pre-qualified leads passed to agents with full operational transparency.
Transformed Performance and Growth
Beyond the Numbers
- ✅ Scaled support across 6 regional languages without compromising quality
- ✅ Achieved industry-leading 92% First-Call Resolution
- ✅ Delivered consistent 4.3 C-Sat through empathetic multilingual service
- ✅ 4x team growth while exceeding SLA and quality targets
Ready to Scale Multilingual Fintech Support?
Discover how RCC BPO can help you deliver exceptional customer experience and sales performance across languages.
