Fintech · Money transfer
From a 14-seat pilot to 100+ omnichannel agents serving 7 languages — without losing the human touch.
The global remittance service is a quick and affordable money transfer app. As its international user base grew, the company faced challenges managing a rising number of customer inquiries, supporting a diverse audience, and maintaining high customer satisfaction. They needed an efficient, multilingual solution to keep up with their global growth.
We partnered with the global remittance service to create a customised customer experience management (CEM) solution — engineered to scale with their footprint, not against it.
Started with a 14-seat operation in January 2023 and expanded to over 100 seats to match rapid growth.
Seamless support across calls, email, and social media in English, French, Spanish, German, Portuguese, Wolof, and Twi.
Optimised staffing against forecasted call volumes, ensuring quick response times and high agent productivity.
Continuous call monitoring and coaching kept service excellence consistent and SLAs comfortably met.
"eSAL didn't just staff our support — they architected an operation that grew with us across continents."
The Result
7
Languages supported
100+
Active agent seats
7→100+
Seats scaled
7
Languages live
