Powering always-on chat support for a global streaming giant during a historic live broadcast

Ahead of a historic live sporting event expected to draw unprecedented viewership, a major streaming platform turned to eClerx to ensure its customer support could scale at the speed of demand. Leveraging our deep customer experience expertise, we rapidly mobilized 350+ fully trained full-time employees, delivering seamless support and sustaining an 80%+ customer satisfaction score during one of the platform’s most high-pressure moments.

An American OTT subscription streaming service with a global reach, this media platform carries both current and original television shows and films, as well as serving as the exclusive carrier of several live-streamed sporting events. Serving over 40 million paid subscribers as of 2025, the portfolio of content they have has established them as one of the top ten most subscribed to streaming services in the world.

Recently though, an upcoming live sporting event exclusive to their platform was projected to deliver a record-breaking amount of viewership, and in turn, a large influx of customer interactions that their contact centers were not prepared to handle. To ensure their support operations were prepared for the event, their organization sought assistance in rapidly ramping up their chat support services, as well as help with creating new supplemental agent training material.

The challenge

Contact center operations have become one of the most vital ways brands can interact with their customers, helping them better understand how their products and services are performing, as well as better understand how they can better meet the evolving expectations of their userbase.

Organizations typically have a good amount of time to scale their support operations up or down to account for seasonal demand, but that isn’t always the case. With our client, an upcoming live-streamed sporting event exclusive to their platform suddenly gained a significant increase in viewership in the immediate leadup to the game, exceeding the capacity of both their onshore and offshore contact centers. This tight turnaround prevented them from being able to appropriately scale up their services in time for this event without the assistance of a third-party organization, so our client came to eClerx looking for assistance with rapidly building their chat support operations.

High volumes of interactions:

• Forecasts predicted record levels of interactions
• Both U.S. and off-shore contact centers could not handle this number while ensuring quality  

Scalability issues:

• Short turnaround made it incredibly difficult to onboard new agents to support
• Additional training material also needed to be created to educate new and existing agents on best practices

Our strategy

As one of the client’s primary sources of chat support for over a decade, eClerx’s familiarity of their contact center operations allowed our teams to quickly move into action to scale up the client’s operations. After discussing the projected numbers for this live event, our Customer Experience operations established a three-step that would ensure the client had everything they needed to efficiently provide quality support during the game.

• Rapid agent onboarding: Once given an idea of the potential interaction numbers expected for this event, our team began to hire and onboard over 350 additional FTEs to triple the existing support offered to the client. Deployed across Chandigarh, Mohali, and Pune, India, these agents underwent intensive training shortly before the event to understand the intricacies of the client’s services and how to provide high-quality, 24/7 interactions without any decline in output. 
• Intelligent scheduling: As the new agents were integrated into the client’s contact center operations in the lead up to the event, our team worked to track the performance of each member to develop an effective schedule for that night. This ensured that the most skilled employees were prioritized during the highest-intensity hours, while also establishing which agents required additional training to prepare for the event.
• Supplemental training material: With high-volume events not being a common occurrence for our client’s support operations, our team also created brand new supplemental training material that would help both new and old agents to properly prepare for the game. Each lesson contained several best practices that agents could employ, ranging from ways to reduce Average Handling Times (AHT) to guides on how to appropriately resolve trouble calls that may occur.

The results

Thanks to the domain expertise and quick action of our Customer Experience services, eClerx ensured that our client was able to provide the support necessary for what turned out to be the biggest live-streamed event in U.S. history.

The results:

• 27.6 million total viewers to our client’s streaming platform 
• Over 14,000 interactions handled during the event 
• +80% averageCSAT scores across chats

“We realized that this event would serve as a defining moment for our reputation, and eClerx did not disappoint in providing the help needed during this time,” said the client’s Senior Vice President, New Media. “Working for weeks on end in preparation, we could not be more appreciative of the collaboration and agility their team displayed in helping make this event such a historic success for our organization.”

The client went on to sign eClerx on as the sole provider of chat support for their organization, and relies deeply on the dedication and quality of work provided by our agents.