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Beating the Client'sIn-House Teams

Up to 99 agents · #1 of 6 support sites on customer satisfaction, Apr–Jun 2026

November 6, 2026 • 4 min read
Telex support agents working at their desks on the production floor in the Philippines, with the Mission, Core Values and Vision walls behind them
Overview01

THE RESULTS:

  • Ranked #1 of the client's 6 support sites on customer satisfaction (email CSAT), April to June 2026
  • Above all 3 of the client's in-house teams on customer satisfaction every month, January to June 2026
  • Platform SLA at 98.62% against a 95% benchmark (September 2026)
  • Quality score at 92.46% against a 90% benchmark (September 2026)
  • Penalty-graded errors cut from 170 to 65 (August to September 2026)
  • Webshop backlog cut by 41% in four weeks (1,700 → 1,000, August 2026)

    Our Philippines-based team works directly in the client's own tools, Zendesk, Jira and Looker, handling marketplace platform tickets and webshop email. Platform SLA stayed above the 95% benchmark every month from January to September 2026.

WHAT MADE THE DIFFERENCE:02

The team is measured on the same SLA, quality and customer satisfaction scores as the client’s in-house teams. Quality stayed above the 90% benchmark every month from January to September 2026, and platform SLA stayed above the 95% benchmark every month in the same period. Want a team like this? Book a discovery call at intl.telexph.com.

Frequently Asked Questions

It ranked #1 of the client’s 6 support sites on email customer satisfaction in April, May and June 2026, and was above all 3 of the client’s in-house teams every month from January to June 2026.

Yes. The team grew to up to 99 agents in August 2026, and platform SLA stayed above the 95% benchmark every month from January to September 2026.

The webshop backlog was cut by 41% in four weeks, from 1,700 to 1,000, in August 2026.

The team works from Telex’s delivery centers in the Philippines.