BPO
SampleThis is a concept case study that shows how Theta X Tech approaches this kind of project. Client details are generic and the figures below are illustrative targets, not reported client results.
- Client
- Concept — UK SaaS company
- Industry
- Software / SaaS
- Category
- BPO
- Year
- 2026
Illustrative targets
24/7
Coverage
< 1 hr
Target first response
10%
QA-reviewed tickets / week
The problem
What the client was facing
A fast-growing SaaS company couldn't hire support staff quickly enough; response times were slipping.
The solution
How we solved it
We recruit and train a dedicated team on the product and helpdesk, add AI reply assistance and a QA scorecard, and report KPIs weekly.
Operating model
- Shifts aligned to UK hours + overnight cover
- Daily QA sampling
- Weekly KPI review
This is a concept case study created to show our approach. Metrics are illustrative targets, not reported client results.
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