Driving Global Contact Centre Efficiency for a Leading Irrigation Solutions Provider

Published : 25 September 2025

Client Overview

Our client is a large global player in irrigation products and services, known for pioneering sprinkler systems and water management solutions. With operations spanning over 130 countries, they are recognized for their strong focus on sustainability, innovation, and delivering premium-quality products to distributors, wholesalers, and customers worldwide.

Business Challenge

The client managed its contact centre operations internally to support global wholesale orders, product replacements, and customer communications. However, this setup led to significant challenges:

• High operational costs of maintaining and scaling the in-house contact centre.
• High attrition rates due to complex product knowledge requirements and a long training cycle (3+ months).
• Single-point dependency, with all global orders consolidated at one centre, creating operational risk.
• Service continuity issues, due to high attrition rates.

These obstacles affected customer experience, slowed order fulfilment, and hindered scalability.

Calibehr’s Solution

Calibehr collaborated with the client to implement a comprehensive contact centre outsourcing model that transformed global operations. The solution included:

1. Multi-Channel Contact Centre Operations
• Managed voice, email, and chat communications for wholesalers and retailers globally.
• Executed and tracked orders directly in the client’s core system.
• Supported order processing, stockist coordination, replacements, and loyalty program (reward/penalty points) management.
2. Resilient Workforce Model
• Introduced buffer staffing by adding two extra team members, ensuring uninterrupted operations during training and attrition cycles.
• Designed a yearly retention bonus program to enhance employee loyalty and reduce turnover.
3. Process Governance & Reporting
• Delivered monthly MIS reports with insights on order volumes, SLA compliance, and KPIs.
• Maintained transparency on dealer reward/penalty point tracking.
• Ensured the client had real-time visibility into operations and performance.

Results & Impact

• Cost Savings: Significant reduction in the cost of running global contact centre operations.
• Workforce Stability: Attrition lowered through retention measures, ensuring a skilled, reliable workforce.
• Operational Continuity: No service disruptions despite long training cycles or resignations.
• Efficiency Gains: Faster and more accurate execution of orders, replacements, and stockist updates.
• Enhanced Experience: Global wholesalers benefitted from reliable, transparent communication and order tracking.
• Sustained Partnership: The process has been successfully managed for over 5 years, demonstrating long-term success.
• Quality Enhanced: 90%+ quality metrics maintained on all above-mentioned touch points.

Conclusion

By outsourcing its global contact centre operations to Calibehr, the client transformed its customer management into a cost-efficient, scalable, and performance-driven model. The engagement successfully addressed immediate challenges while laying a foundation for sustained global growth and customer satisfaction.

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