Rapid Staffing Solution During Peak Season for a Government E-Wallet Initiative
Challenges:
A nationwide e-wallet campaign caused a sudden surge in user activity and support tickets. Existing teams were overwhelmed, slowing response times and affecting service quality. The client needed to recruit and train temporary agents quickly without compromising efficiency.
Industry:
Fintech / Government Digital Services
Solutions:
SummitNext deployed an end-to-end rapid staffing framework—covering large-scale recruitment, accelerated training, and real-time performance supervision—to stabilize operations within 10 days.
Results:
Over 200 qualified agents were onboarded within a week, achieving faster response times, improved customer satisfaction, and streamlined communication. The project established a repeatable model for future high-demand scenarios.
About the Client
The client is a major Southeast Asian enterprise participating in a government-backed e-wallet incentive program designed to drive digital payment adoption.
The initiative resulted in a sharp increase in user transactions and customer inquiries, putting immense pressure on support operations and staffing capacity.
Case Overview
SummitNext was engaged to deliver a rapid-response staffing and operational support solution to handle an unprecedented surge in demand. The engagement covered the full cycle—from recruitment and onboarding to supervision and post-project performance review. Within 10 days, SummitNext built and deployed a high-performing team, ensured real-time monitoring, and established clear communication channels with client stakeholders to sustain service quality throughout the campaign.
Challenges
Slower response times caused by seasonal transaction surges.
Limited time to recruit and train a large number of temporary agents.
Coordination challenges between recruiters, trainers, and client supervisors.
Insufficient real-time oversight and quality monitoring.
Solution:
SummitNext implemented a three-phase rapid staffing strategy to ensure swift and seamless execution.
- Targeted Recruitment Drive – Launched a fast-track campaign that attracted over 1,000 applicants and successfully onboarded 200 qualified agents within 7 days using internal talent pools and digital hiring platforms.
- Accelerated Training & Operational Support – Delivered virtual microlearning and live sessions focusing on SOPs, escalation protocols, and customer handling techniques. Training feedback loops ensured immediate readiness for live operations.
- Real-Time Supervision & Post-Project Support – Assigned dedicated supervisors to monitor response quality, performance, and efficiency. After deployment, SummitNext conducted structured post-project reviews, including transparent payment tracking, offboarding, and final reporting—providing the client with insights for future surge readiness.
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WHO WE ARE
We at SummitNext Technologies, founded in 2020, are a BPO company with a vision to transform customer support, customer acquisition, data annotation and backend support domains through technology, human expertise, and innovation. We are Head Quartered in Malaysia, with offices in Philippines. India and Uzbekistan. We are sup
ported with Remote teams in more than 28+ countries.
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