CASE STUDY · CONSUMER DURABLES SUPPORT

Under 2% Abandonment, a 91% Excellent CSAT.

A multi-vertical consumer durables manufacturer and retailer partnered with PlatinumOne to run its pan-India inbound customer support. The brief: absorb escalating call volumes, resolve complex multi-product complaints, and hold quality to a strict service-level standard, year after year.

<2%

Inbound Abandonment

91%

"Excellent" CSAT

98%

SLA Adherence

Since 2015

Trusted Partner

THE PARTNERSHIP

A Multi-Vertical Inbound Support Hub

PlatinumOne runs a dedicated pan-India inbound contact centre across a wide product portfolio, spanning hardware, kitchen and furniture fittings, lighting, sanitary, digital security access controls, appliances, and surface stone. Day-to-day transaction records span an estimated five to ten lakh consumers.

Scope: Inbound support across hardware, fittings, lighting, sanitary, access controls, appliances, and surface stone
Reach: Pan-India consumer support, an estimated five to ten lakh consumer footprint
Scale: A dedicated 16-seat inbound contact centre

THE CHALLENGE

Escalating volumes, vendor blind spots, and masked caller IDs.

Space and staffing limits: Run in-house, the operation managed a small six-agent setup and hit acute space constraints. When the appliances vertical fully launched, call volumes rapidly outran capacity, driving high abandonment and unserviced customers.
Third-party information gaps: The appliances vertical relies on third-party service centres that often failed to update fulfilment data, parts dispatch dates, or technician schedules in the CRM, leaving agents unable to resolve delayed-visit or pending-parts complaints.
Masked caller IDs from upstream Voice AI: A newly introduced upstream Voice AI filter hides original caller IDs behind generic display numbers, making abandoned-call mapping and QA recording retrieval far harder, and requiring manual cross-matching of CRM timestamps and dialler logs.

THE SOLUTION

A phased, multi-year operational turnaround.

Phased outsourcing, 2015 to 2019: The relationship began as a five-seat pilot in 2015 handling only the problematic appliances line. After three years of superior SLA and abandonment performance, the client outsourced its entire internal customer service operation in 2019.
Expertise-led sourcing: Dedicated recruitment channels source agents suited to multi-vertical product troubleshooting and complex resolution workflows.
An SME support structure: To offset limited promotion pathways in a small floor, long-tenured agents (2.5 to 6+ years) were upskilled into Subject Matter Experts who act as team leaders and own end-to-end resolution for high-tier escalations, bridging the client's head-office teams.
Adaptive gap management: Floor agents manually coordinate with regional managers and external suppliers to track obsolete part codes or confirm dispatch windows whenever the automated CRM lags.

We handed over our entire in-house operation and never looked back. They hold the service level and the quality, even through volume spikes and the hardest cases.

Sunil Rao, VP – Customer Service (Consumer Durables)

RESULTS & IMPACT

A decade of service levels the client could trust.

Quantitative metrics

Sustained SLA: Inbound abandonment held under 2%, meeting the requirement that 98 of every 100 calls are handled, across high-volume spikes.
Quality lift: A 91% "Excellent" CSAT on its own, and 96% when combining "Good" and "Excellent", above the client's 90% benchmark.
Right-sized scale: From a five-seat 2015 pilot to a 22-seat post-COVID peak, optimised to a high-efficiency 16-seat footprint after the upstream Voice AI filter.

Qualitative strategic shifts

Workforce stability: Average agent seniority above 2.5 years, with elite specialists holding 6+ years of account knowledge.
Earned full trust: The client moved from a protective in-house philosophy to a fully outsourced BPO model, freeing internal teams for backend email and chat.
Resilience under constraints: The team sustains quality despite CRM gaps and masked caller IDs through disciplined manual workarounds.

ABOUT PLATINUMONE

PlatinumOne is a premier business services and revenue optimisation firm specialising in driving high-yield sales conversions and industry-leading ROI for enterprises across BFSI, insurance, real estate, and consumer sectors. By blending deep domain expertise with technological innovation across AI automation, advanced conversational bots, and predictive intent analytics, PlatinumOne transforms traditional call centre environments into predictable, scalable revenue engines. As a long-term growth partner, we are dedicated to reducing customer acquisition costs and unlocking hidden value within legacy enterprise databases.

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