Case Study : How a Global Brand Improved CSAT with Outsourced Agents

The numbers tell a compelling story: CSAT scores jumped from 58.7% to 85.9%—a 46.5% increase in just five months. Support ticket volumes dropped by 23%, translating to over $330,000 in annual cost savings. These aren't just statistics; they represent real customers who received better service and a brand that reclaimed its competitive edge.

You'll discover how this global brand moved beyond surface-level metrics and traditional quality assurance methods. By leveraging the expertise of 1840 & Company's outsourced agents and implementing a structured 3P analysis framework (People, Process, and Product), they identified root causes of customer dissatisfaction and implemented targeted solutions that delivered measurable impact. This approach offers actionable insights for any organization considering outsourced customer support solutions.

Understanding the Challenges Faced by the Global eCommerce Brand

Operating in the Japanese market presented unique complexities for this leading eCommerce company. The brand faced mounting customer support challenges that threatened its reputation and bottom line. Customer satisfaction scores hovered at a disappointing 58.7%, while support teams struggled under the weight of escalating ticket volumes.

The high ticket volume created a reactive support environment where agents spent their days firefighting rather than solving underlying problems. Customers repeatedly contacted support about the same issues—promotion codes that wouldn't work and orders that arrived weeks late. Each unresolved interaction chipped away at trust and satisfaction.

Traditional quality assurance methods compounded the problem. The existing QA framework zeroed in on agent behavior metrics: response times, script adherence, and tone of voice. These surface-level measurements painted an incomplete picture. You could have perfectly polite agents following every protocol, yet customers remained frustrated because their actual problems went unsolved.

The low CSAT scores reflected a deeper disconnect. QA audits evaluated how agents handled calls but ignored why customers needed to call in the first place. This approach missed critical systemic issues embedded in processes and product design. The company needed a diagnostic framework that looked beyond individual agent performance to uncover the root causes driving customer dissatisfaction across the entire support ecosystem.

Leveraging the 3P Analysis Framework for Root Cause Identification

The 1840 & Company CX INSIGHTS team deployed a comprehensive 3P analysis framework to move beyond surface-level observations and identify the true drivers of customer dissatisfaction. This structured approach examined three critical dimensions: People, Process, and Product. Each pillar revealed distinct challenges that traditional quality assurance methods had overlooked.

The framework's strength lies in its systematic examination of interconnected factors affecting customer experience. Rather than treating symptoms, the 3P methodology digs into the underlying causes of support failures. Through data reviews, structured interviews with support teams, and detailed quality assurance audits, the team built a complete picture of where the customer experience was breaking down.

Outsourcing Multilingual Customer Support Guide 2025 Trends

Multilingual customer support is the ability to communicate with customers in their native languages at every stage of their experience. In today’s global market, this skill is essential for attracting international customers who prefer to interact in their own language rather than English.

Customer ServiceEmily Carter

People: Uncovering Frontline Agent Insights and Training Needs

Frontline agents serve as the direct link between your brand and customers. Their knowledge, skills, and confidence directly influence whether a customer interaction ends in satisfaction or frustration. The analysis revealed that agents possessed valuable insights about recurring customer pain points, yet lacked the specific training needed to address them effectively.

The investigation uncovered significant agent knowledge gaps around promotion code issues. When customers contacted support about discount codes that wouldn't apply at checkout, agents struggled to provide accurate guidance. Many didn't understand the technical nuances of Japanese keyboard input methods or how Zenkaku characters interfered with code redemption. This knowledge deficit led to:

• Extended resolution times as agents searched for answers
• Inconsistent information provided to customers
• Multiple contact attempts by frustrated customers
• Decreased confidence among support staff

Targeted training emerged as a critical intervention. The team developed specialized modules focused on complaint handling for promotion code issues. Agents learned to recognize input format problems immediately and guide customers through proper code entry using half-width alphanumeric characters. Training also covered proactive communication strategies to prevent escalation when customers encountered these technical barriers.

The root cause analysis extended beyond identifying what agents didn't know. It examined why knowledge gaps existed in the first place. The company's training programs had focused on soft skills and general product knowledge while neglecting market-specific technical challenges unique to Japanese customers. This case study demonstrates how understanding your people—their capabilities, limitations, and frontline experiences—forms the foundation for meaningful customer experience improvements.

Process: Streamlining Operational Efficiencies and Enhancing Customer Instructions

The 3P analysis framework revealed critical operational process flaws that directly contributed to customer frustration. The CX INSIGHTS team discovered that Japanese customers attempting to redeem promotion codes frequently encountered errors during checkout. The root cause analysis identified a technical compatibility issue: customers using Zenkaku characters (full-width Japanese keyboard input) were unable to successfully apply discount codes, which only accepted Hankaku (half-width) characters.

This seemingly minor technical detail created a cascade of negative experiences. Customers would attempt multiple times to enter valid codes, become frustrated when they failed to work, and ultimately contact support—driving up ticket volumes and tanking satisfaction scores.

The team implemented targeted operational process improvements to address this systemic issue:

Customer-Facing Solutions:

• Created clear, localized customer instructions explaining the proper keyboard input format
• Developed visual guides showing customers how to switch between Zenkaku and Hankaku input modes
• Added proactive messaging at checkout to prevent errors before they occurred

Agent-Facing Improvements:

• Equipped frontline agents with standardized scripts for quickly resolving input-related issues
• Implemented complaint handling protocols specifically for promotion code problems
• Established feedback mechanisms to capture recurring technical issues

These Process improvements within the 3P framework transformed a technical obstacle into a manageable customer experience touchpoint, reducing friction at a critical conversion moment.

Product: Overcoming Logistics and Delivery Challenges for Timely Order Fulfillment

The Product pillar of the 3P analysis framework revealed critical infrastructure issues that no amount of agent training could resolve. The root cause analysis conducted by 1840 & Company's CX INSIGHTS team uncovered a significant bottleneck: the brand's logistics provider operated on a severely limited delivery schedule, shipping orders just once per week.

This operational constraint created a cascade of customer dissatisfaction. Customers who placed orders immediately after the weekly delivery window faced wait times extending up to seven days before their packages even left the warehouse. The shipping delays generated a predictable surge in support tickets, with frustrated customers contacting the brand to inquire about order status and express disappointment with fulfillment times.

Frontline agents consistently flagged these logistics concerns during interviews, noting that they spent considerable time managing customer expectations around delivery timelines. The agents understood the problem but lacked the authority to address the underlying infrastructure issue.

The strategic solution required a fundamental operational shift. The brand partnered with a new logistics provider capable of processing and shipping orders on a daily basis. This change dramatically compressed order fulfillment lead times, transforming the customer experience from the moment of purchase through delivery.

The switch addressed a Product-level deficiency that traditional quality assurance methods had overlooked, demonstrating how comprehensive complaint handling requires examining the entire customer journey infrastructure.

Gamification Techniques to Boost Outsourced Agent Engagement

Gamification techniques are a strategic way to change how outsourced agents feel about their daily work. Essentially, gamification adds game-like features—such as points, badges, leaderboards, and rewards—into regular business activities.

Customer ServiceEmily Carter

Harnessing the Power of Outsourced Agents in Driving CX Improvements

The eCommerce brand's partnership with 1840 & Company demonstrated how outsourced agents benefits extend beyond basic customer service coverage. You gain access to specialized expertise that internal teams might lack, particularly when navigating complex market-specific challenges like Japanese keyboard compatibility issues and cultural nuances in customer communication.

1840 & Company brought a structured analytical approach through their CX INSIGHTS team, applying the 3P framework to systematically dissect customer satisfaction problems. This level of specialized knowledge proved invaluable—the outsourced team identified root causes that traditional QA methods had missed for months.

Scalability emerged as another critical advantage in this Case Study: How a Global Brand Improved CSAT with Outsourced Agents. The brand could rapidly adjust support capacity without the lengthy hiring cycles and infrastructure investments required for in-house expansion. When support ticket volumes fluctuated, the outsourced solution flexed accordingly.

The localized support aspect proved equally transformative. The outsourced agents understood the Japanese market's unique requirements, from language subtleties to regional shipping expectations. They recognized that Zenkaku character input wasn't just a technical glitch—it represented a fundamental disconnect between the platform's design and local user behavior.

You receive dedicated CX expertise, operational flexibility, and market-specific insights through strategic outsourcing partnerships. The brand leveraged these advantages to implement solutions that directly addressed customer pain points rather than applying generic fixes.

Measuring Success: Quantifiable Impact on CSAT and Operational Metrics Achieved Through Strategic Interventions with Outsourced Agents

The transformation delivered measurable results that validated the strategic approach to customer experience optimization. CSAT increase statistics revealed a dramatic improvement trajectory that exceeded initial projections.

The brand witnessed a 46.5% surge in customer satisfaction scores within just five months of implementation. CSAT ratings climbed from 58.7% to an impressive 85.9%, demonstrating the direct correlation between targeted interventions and customer sentiment. This wasn't just a number on a dashboard—it represented thousands of customers who experienced smoother transactions, faster deliveries, and more knowledgeable support interactions.

Operational efficiency metrics painted an equally compelling picture:

• Support contact volume decreased by 23%, indicating customers were encountering fewer issues requiring assistance
• Annual cost savings exceeded $330,000, driven by reduced ticket volume and improved first-contact resolution rates
• Delivery timeframes shortened significantly, with the transition from weekly to daily shipments eliminating a major pain point
• Promotion code redemption errors dropped substantially after implementing keyboard input guidelines

The data revealed something you can't ignore: addressing root causes through the 3P framework delivered exponential returns compared to surface-level fixes. Each metric reinforced how outsourced agents, equipped with proper insights and training, became force multipliers for customer experience excellence. The Japanese market responded positively to localized support that understood cultural nuances and technical requirements specific to the region.

Key Takeaways for Brands Considering Outsourced CX Solutions

This case study: how a global brand improved CSAT with outsourced agents reveals critical CX strategy insights that you can apply to your own customer experience initiatives.

The most valuable lesson centers on moving beyond surface-level metrics. Traditional QA approaches that focus exclusively on agent behavior scores and call handling times miss the underlying issues driving customer dissatisfaction. You need a comprehensive root cause analysis framework—like the 3P model—that examines the full ecosystem of customer interactions.

The success of this eCommerce brand demonstrates the power of integrating three critical dimensions:

• People: Understanding agent knowledge gaps and providing targeted training creates immediate improvements in issue resolution
• Process: Identifying operational bottlenecks and streamlining workflows eliminates friction points in the customer journey
• Product: Addressing logistics and delivery challenges ensures your operational capabilities align with customer expectations

When you partner with specialized outsourcing firms like 1840 & Company, you gain access to expertise that goes beyond simply answering customer inquiries. You tap into strategic thinking that connects frontline insights with operational improvements and product enhancements.

The 46.5% CSAT increase and $330,000 in annual savings weren't achieved through a single intervention. They resulted from a coordinated approach that addressed multiple pain points simultaneously while maintaining rigorous quality assurance standards throughout the transformation process.

FAQs (Frequently Asked Questions)