From Customer Backlog to a 24/7 Global Support Operation
The Challenge
ABRA operates in the cryptocurrency and digital financial-services space.
As the company grew, customer demand increased faster than its internal ability to respond. A small group of internal employees was managing customer requests alongside primary responsibilities in technology, acquisition, operations, and other areas.
Customer inquiries accumulated into a growing backlog, and response times could stretch into days.
ABRA needed more than additional agents. It needed a dedicated customer-support operation capable of scaling with the business.
The Calltastic Approach
Calltastic launched the operation with approximately eight agents and built the management and operating structure required to support continued growth.
The objective was to create a scalable customer-support organization that could assume the operational workload while allowing ABRA's internal teams to remain focused on its core business and technology.
What We Implemented
Calltastic built and managed:
- Email support
- Live chat
- Social-media support
- International customer assistance
- 24/7 coverage
- Staffing and recruiting
- SOPs and response-time standards
- Quality assurance
- Coaching
- Performance reporting
- Workforce management
- Supervisory structure
- Account management
- Operational leadership
The Results
The operation scaled from approximately eight agents to 58 agents, supported by as many as four supervisors, account management, and operations leadership.
Calltastic established continuous customer-support coverage across days, nights, weekends, and multiple time zones.
The operation scaled during a period in which customer demand had increased by approximately 150%.
Customer responses that could previously take days were transformed into near-real-time support, with many interactions addressed within seconds to minutes depending on channel and complexity.
The operation also supported customer retention, product education, and selected upselling opportunities.
The Outcome
Calltastic helped ABRA turn an expanding customer backlog into a structured 24/7 support operation capable of scaling alongside rapid customer growth.