How Capital.com grew support from 7 agents to 57
- 57
- agents, up from 7
- 17.43%
- CSAT increase
A trading platform scaled its support team eightfold without losing the thread on quality, by automating the reporting rather than adding managers.
The situation
Capital.com set out to make finance more accessible, on the argument that financial services had historically been built by the rich for the rich. Growth followed, and the support team went from 7 agents to 57.
Scaling a team eightfold usually means scaling the management layer with it. That is expensive, and it is slow.
What changed
Instead of adding managers, Capital.com automated as much of the operational load as they could, updates, reports, and pulling fragmented data into one place. Kaizo handled the quality and performance side of that, so team leads spent their time on agents rather than on assembling numbers.
The result
Between 2021 and 2022, CSAT increased by 17.43% while the team grew eightfold.
Interviewed: Vera Abdul Sater, Head of Customer Support Operations, and Alexei Filipovich, Customer Support Team Lead, Capital.com.
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