Zendesk increased customer satisfaction to 96% and reduced First Response Time by 87.5% through localized customer support operations. The Catalyst team helped scale their workforce and improve financial processes, enabling Zendesk to build an efficient, high-performing global operation.
Global service platforms like Zendesk require highly efficient and culturally aligned customer support operations to meet the demands of their international clients.
While at Zendesk, Catalyst BPX’s current executive team worked on enhancing customer support through optimized talent management and region-specific skills training, addressing the growing demands of their global customer base.
Zendesk, like many global service providers, struggled with inconsistent service quality due to cultural misalignment and high employee turnover. They also faced challenges finding strong technical personnel to support their complex product. High attrition rates within offshore teams made it difficult to sustain performance across APAC, EMEA, and the US, underscoring the need for localized, culturally aligned, and technically skilled support.
With customer support quality being central to Zendesk’s brand, they needed a way to improve results and efficiency quickly.
During their time at Zendesk, members of Catalyst BPX’s executive team focused on building sustainable talent pipelines, and aligning teams to pods with skills and knowledge specific to their local area of coverage. They recruited support agents with strong technical expertise and high customer empathy.
Career progression was gamified to keep employees motivated and engaged, resulting in better retention and performance. They also introduced optimized workflows using data & analytics to improve response times and overall service delivery.
As a result of the partnership, Zendesk saw significant improvements across multiple areas of their support operations. Customer satisfaction scores rose from 92% to 96% within just six months, with the APAC region consistently outperforming previous benchmarks.
Response times were dramatically improved, as first response time reduced from 24 hours to just 3 hours – an 87.5% improvement. The Total Time to Resolve also saw a 15% decrease. Furthermore, employee attrition declined by 40%, allowing for a more stable, acclimated workforce and reducing the costs associated with hiring and training new agents.
“The Catalyst BPX leadership team is amazing! Their experience with other tech companies was helpful because we didn’t have to explain much about what we needed. Overall the engagement was a huge improvement over the Accenture deployment we had before.”
