Overview

The pace of financial technology leaves little room for error, making customer experience the cornerstone of trust. Each touchpoint matters. For clients, confidence comes from smooth, reliable support; for providers, it’s what drives long-term growth.

Since 2018, IntouchCX has partnered with a leading fintech brand to build a CX operation capable of keeping pace with rapid product rollouts, complex customer needs, and the scale of a global financial ecosystem. What began as a three-person pilot has grown into the client’s strategic backbone for customer experience, spanning continents, specialized lines of business, and a record of proven performance.

Scaling with Purpose 

The relationship began with just 3 agents supporting a single line of business. Within a year, headcount grew to 30 as rising customer demand pushed the client to look for a partner who could scale and safeguard quality.

The challenge was clear: with 13 distinct lines of business, ranging from e-commerce and restaurants to payroll and business banking, support needed to be both specialized and consistent. Internal teams were stretched thin, while other vendors struggled to meet KPIs in CSAT, QA, and handle time. What was missing was a trusted partner who could deliver across every product, type and region.

We responded by embedding specialized teams across all 13 lines of business, centralized in Guatemala. Each team operated with its own tailored workflows, training programs, and performance targets, supported by embedded QA and Real-Time Analyst (RTA) functions. This structure provided visibility into frontline performance and ensured proactive coaching across the vendor network.

By 2019, the partnership was generating an upward trajectory in revenue, driven by consistent results. 

Building Resilience Through Operational Discipline

The complexity of the client’s ecosystem demanded agility. Our teams handled digital CX, back-office claims, QA, and risk management, with workflows adapted in near real time as volumes shifted or products launched. Escalations were managed within each line of business, while communication with stakeholders remained tightly integrated.

Embedded QA and RTA teams quickly became leaders across the client’s entire vendor network. By standardizing quality oversight and real-time reporting, we helped raise performance benchmarks for both internal teams and external partners.

This resilience proved critical as the company expanded its customer base. By centralizing expertise in Guatemala and later Manila, the program grew to deliver around-the-clock coverage.

From Growth to Market Leadership

By 2025, the program had grown into a 950-person global operation, supporting 100% of the client’s CX operations and accounting for 85% of its vendor network. Year-to-date revenue had a 1590% increase, evidence of both scale and sustained value.

Performance results consistently placed our teams at the top of the client’s global CX partner ecosystem:

• Phone CSAT: 88% (Goal: 85%) – Ranked #1
  
• Email CSAT: 94% (Goal: 90%) – Ranked #1
  
• Messaging CSAT: 91% (Goal: 90%) – Ranked #1
  
• QA Score: 92% (Goal: 90%) – Ranked #1
  
• Calls per Hour (CPH): 4.5 – Top quartile across vendors
  

Looking Ahead: Data-Driven Growth

Today, we support the full spectrum of the client’s lines of business, from transactional inquiries to complex financial cases. Several initiatives are shaping the next phase of growth:

• Reporting with Purpose: Advanced data visibility and internal QA systems that transform support into a competitive differentiator.
  
• Specialized LOBs: Dedicated teams that function as the client’s primary CX infrastructure, beyond the role of a traditional vendor.
  
• AI Integration: Piloting real-time coaching and sentiment tracking tools, leveraging performance and QA data to drive measurable improvements in agent behavior.

A Partnership Built on Results

This story is one of deliberate, data-driven growth: from 3 agents to nearly 1,000, from one location to two global hubs, and from a vendor pilot to the client’s primary CX partner.

Each milestone, whether scaling into new geographies, embedding quality into the vendor network, or piloting next-generation AI, was achieved through measurable results. Together, we have built a foundation for growth and innovation that will carry forward.