By venturesathi.com / 21 March 2026

Contact Center Outsourcing

Online Travel Platform

Case Study

From 20 Seats to 200+: How a Large Travel Tech Company Transformed Its Customer Support Operation

A fast-scaling OTA came to Venturesathi with low CSAT, slow resolution times, and a team that couldn’t keep up with growth. Eighteen months later, they had 200+ agents, a 94% satisfaction rate, and $1,500,000 in annual cost savings.

68% → 94%

CSAT Score

8 → 5.5 min

Avg. Handle Time

$1.5M

Annual Cost Saved

20 → 240+

Team Seats

THE SITUATION

A Growing Platform, an Overwhelmed Team

The client is one of India’s fast-growing online travel platforms, operating ride-hailing and last-mile delivery services across multiple cities. As their user base grew rapidly, so did the volume and complexity of customer support requests — driver onboarding queries, ride disputes, billing issues, and real-time grievances that needed fast, accurate resolution.

Their in-house support team, originally built for a much smaller operation, was struggling to keep pace. Wait times were climbing. Resolution quality was inconsistent. And the customer satisfaction score had slipped to 68% — dangerously low for a business where trust and reliability are central to the product experience.

THE CHALLENGE

Four Problems Compounding Each Other

📈 Volume Outpacing Capacity

The existing 20-agent team could not handle the surge in contacts as the company expanded into new geographies, causing queues to spiral out of control.

⚠️ Quality Inconsistency

Without structured training or governance, agent responses varied widely — frustrating customers and escalating tickets unnecessarily across both rider and driver touchpoints.

⏱ Slow Resolution Times

The existing 20-agent team could not handle the surge in contacts as the company expanded into new geographies, causing queues to spiral out of control.

💸 High Operational Costs

Without structured training or governance, agent responses varied widely — frustrating customers and escalating tickets unnecessarily across both rider and driver touchpoints.

The business needed a partner who could take over the function immediately, scale it quickly without quality degradation, and implement the processes the in-house team had never had the bandwidth to build.

Venturesathi’s Approach

Validate First. Then Scale Fast.

Rather than attempting a full-scale handover immediately, Venturesathi proposed a structured pilot-first model — validate the process, then scale. This de-risked the transition for the client and gave both teams time to build the playbooks that would underpin quality at volume.

🚀 20-Agent Pilot to Validate the Process

Launched with a controlled pilot team to stress-test workflows, identify gaps, and build the quality baseline before committing to scale.

⚡Digitised Hiring to Ramp Without Bottlenecks

Launched with a controlled pilot team to stress-test workflows, identify gaps, and build the quality baseline before committing to scale.

🌐 Multilingual Support Layered in as Markets Grew

Launched with a controlled pilot team to stress-test workflows, identify gaps, and build the quality baseline before committing to scale.

📋 Tight Training and Governance Cadence

Launched with a controlled pilot team to stress-test workflows, identify gaps, and build the quality baseline before committing to scale.

📉 Continuous AHT Optimisation

Launched with a controlled pilot team to stress-test workflows, identify gaps, and build the quality baseline before committing to scale.

By the Numbers

Results That Speak for Themselves

3-4 Months

Pilot to Full-Scale Transition

12×

Team Growth in 18 Months

31%

Reduction in Avg. Handle Time

+26pts

CSAT Improvement (68% → 94%)

The Results

Quality Didn’t Just Hold — It Improved

Eighteen months after the initial 20-agent pilot, the Venturesathi team had scaled to 200+ seats. More importantly, quality did not just hold steady through the growth — it improved significantly across every metric.

Metric	Before	After Venturesathi
CSAT Score	68%	94%
Avg. Handle Time	8 minutes	5.5 minutes
Team Size	20 agents	200+ agents
Annual Cost	Baseline	$1.5M saved/yr
Language Support	English only	Multi-language incl. regional Indian
Governance Cadence	Ad hoc	Weekly QA + structured coaching

The $1,500,000 in annual savings represents the fully-loaded cost difference between the client’s previous approach and the Venturesathi-managed operation — accounting for agent costs, infrastructure, training, and management overhead.

Why It Worked

Three Decisions That Made the Difference

1

The Pilot-First Model Eliminated the Biggest Risk

Rather than handing over 200 seats on day one, the phased approach gave Venturesathi time to build the muscle memory — SOPs, coaching frameworks, escalation logic — before scale compounded any gaps.

2

Digitised Hiring Made Rapid Scaling Possible Without Quality Loss

The ability to onboard 10–20 agents per week consistently, with standardised training outcomes, was the operational backbone of the 12× growth.

3

Governance Was Built In from Day One, Not Bolted On Later

Weekly QA reviews and structured performance cadences meant the client always had visibility — and problems were caught at week 2, not month 6.

Is your contact center holding your growth back?

We run contact center operations out of Tier-2 Cities in Odisha serving Growth stage startups across India and beyond.

Book a 90-Day Pilot Call

Few Seats Left. Book Your Seats

Running a contact center that isn’t scaling cleanly?

We run contact center operations out of Bhubaneswar & Rourkela, Odisha serving businesses across India and beyond. Let’s talk about what a 90-day pilot could look like for your team.

Talk to Our Team