When crypto markets surge, support volumes explode. When they crash, you still need 24/7 coverage across 100+ countries—but can’t afford overstaffing.
This client was faced with increasing consumer and regulatory pressure to offer live, 24/7 global support, but dealing with unpredictable volumes and interaction types. It needed a partner that could rapidly scale its global business model to support users in over 100 countries, while also dealing with the staffing swings and hiring surges required to support the period leading up to tax season.
It wasn’t looking for just any partner however—it needed someone with a global presence in multiple markets who could sustain the customer experience while proactively managing the risks inherent in the crypto business.
Concentrix was selected based on the depth and breadth of our partnering capabilities, especially within the highly regulated world of finance and cryptocurrency. We understand the unique complexity of crypto customer support where regulatory requirements vary by country, market volatility can create 300% volume spikes overnight, and one compliance mistake can result in millions in fines or license revocation.
What we were able to bring to the project from day one and beyond was:
“Concentrix demonstrated strength in partnership through collaboration and flexibility, working in step with our team through very significant business changes impacting the operating model and global structure. ”
– Client CX Leader
#1 performing partner, outperforming 3 competitors
9.4/10 client project management score
17% NPS improvement
Is market volatility breaking your support model? Are you ready to scale your crypto or fintech support? Whether you’re an established leader in the world of Banking and Finance or a New Economy Startup, see how our innovative industry operating models and cutting-edge technology can keep you ahead, delight customers, and drive business growth.
