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Proof across complex, multilingual and regulated operations.

See how organisations improve service delivery, manage complexity and support customers across multiple channels, languages and regions.

Talk about a similar challengeCheck readiness

Every story should answer a buyer risk question.

Can quality be controlled?Can multilingual service scale?Can continuity hold under pressure?Can reporting and governance stay visible?
18languages
100k+daily support calls
24/7operations
4.5/5customer satisfaction

Scan by sector, pressure and result.

These examples are intentionally practical: the challenge, the response and the measurable result are the useful parts for a UK buyer.

Travel & aviationPublic serviceTelecommunicationsBanking
Travel & aviation15 languages, 24/7

Airline passenger support

With its expanding global flight network and growing customer base, the Airline Company recognized the need to integrate passenger experience into a digital and omnichannel structure. High-volume and multilingual call management was required for reservations, ticketing, baggage, and frequent flyer program transactions. To meet this need, the Airline partnered with Pusula CX to deliver a comprehensive customer experience solution.

ChallengeA global airline company needed to manage high-volume, multilingual passenger communication across reservations, ticketing, baggage, frequent flyer program, IVR, and social media channels.
ResponsePusula CX provided a 24/7 multilingual customer experience operation with language requirements, airline-system training, quality monitoring and omnichannel request handling.
Result82.4% of inbound calls answered within 20 seconds, 91.7% elite line answer rate and 4.5/5 post-call satisfaction.
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Public service2,000+ calls per day

Humanitarian multilingual counselling line

A sensitive, multilingual service covering referrals, counselling, case processing, reporting and protected personal data for foreign nationals in need of assistance.

ChallengeA humanitarian support operation needed to handle sensitive, high-volume calls from vulnerable groups requiring counselling, referral, translation and rights-based information.
ResponsePusula CX provided trained multilingual native-speaker representatives from different nations, protection-based interview protocols, digital case coding, reporting, and privacy controls for sensitive personal data.
ResultPusula CX did not merely respond to calls; it offered a systematic solution that directly contributed to each individual’s right to protection.
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Telecommunications24/7 operations

Telecom customer operations

The global telecommunications company required an outsourced customer experience solution to effectively manage customer demands, including inbound information updates and customer transaction requests, and outbound sales and information calls.

ChallengeA telecommunications project required outsourced inbound and outbound sales, chat, and back-office support, with 24/7 shift planning and quality-led management.
ResponsePusula CX established a team management structure, trained representatives on product and screen management, and used continuous quality monitoring, coaching, and KPI reporting.
ResultPusula CX established a customer satisfaction-focused customer experience infrastructure, covering both inbound and outbound processes. With its performance model and quality control mechanisms, it achieved high customer satisfaction and operational efficiency.
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BankingConfidentiality and Auditability

Banking customer experience service

A private bank was seeking a customer experience service that would proactively manage customer interactions in accordance with high audit standards and include both inbound and outbound call support. The project had to be carried out in compliance with banking sector regulations and high confidentiality standards.

ChallengeProviding fully compliant outsourced support services in the banking sector, with multi-layered security and audit responsibilities and high-performance targets.
ResponsePusula CX has developed a service model for this operation with a private bank that not only handles call operations but also provides the corporate assurance that a bank requires.
ResultPusula CX has demonstrated exemplary partnership performance in the areas of security, compliance, and operational efficiency by implementing the private bank’s operations from scratch.
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Customer stories are the starting point, not the blueprint.

Every organisation has different customers, service levels and operational challenges. These examples show how Pusula CX designs customer support around each client's requirements - not a fixed delivery model. The principles remain the same: operational resilience, measurable quality and the flexibility to grow.

Proven delivery

Our customer stories demonstrate real operational capability across multilingual support, regulated environments, technical support, customer service and high-volume operations.

Built around your operation

The right operating model depends on your customers, channels, service levels, compliance requirements and growth plans. Every solution is designed around those factors.

Ready for the next conversation

Customer stories answer many initial questions. The next step is understanding how those delivery models could work for your own organisation.

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Let's improve your customer support.

Tell us where customer support is under pressure. We can help you explore a resilient, cost-effective way forward.

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