How GO KOALA built its customer service department with remote talent
James Burbridge, Co-Founder, GO KOALA
The challenge
GO KOALA's customers call about trips and money, often under stress. The company needed agents who could stay calm and empathetic on hard calls, at a cost a growing marketplace could sustain, without the turnover that usually comes with outsourced support.
What we did
We built the whole customer service department with talent from Serbia and North Macedonia. Once that team was running, GO KOALA expanded with us into operations, admin and marketing roles.
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