Case Study: a digital exchange platform scales 24/7 crypto support with Concentrix

digital exchange platform scales crypto support 40x in 8 weeks with Concentrix

The customer, a digital exchange platform, faced the significant challenge of scaling its 24/7 global support to handle extreme, unpredictable volume surges inherent in the crypto market while meeting strict regulatory compliance. They partnered with Concentrix to implement a robust customer service solution that could rapidly scale and manage risk.

Concentrix provided a crypto-specific solution that included specialized hiring, immersive training, and a risk-first approach to technology implementation. This enabled the platform to scale its support team from 50 to 2,000 advisors across 100+ countries in just eight weeks. The results for the digital exchange platform included Concentrix becoming its top-performing partner, achieving a 9.4/10 client satisfaction score, and delivering a 17% improvement in Net Promoter Score (NPS).

Digital Exchange Platform