A leading U.S.-based manufacturer of small engine equipment faced a recurring challenge—handling a surge in inbound customer support during peak season.

Customer inquiries ranged from technical troubleshooting and product registrations to parts ordering, all requiring knowledgeable agents and quick response times. However, scaling internal teams fast enough to meet this demand proved difficult.

To maintain service quality without increasing fixed costs, the organization partnered with Tollanis to implement a virtual contact center solution with remote staff augmentation, enabling scalable, cost-effective contact center services.

This approach is ideal for companies looking for flexible call center services and inbound contact center solutions during high-demand periods.

The Challenge: High-Volume Inbound Calls with Limited Call Center Capacity

During peak season, the company experienced a sharp increase in inbound contact center requests, including complex technical support across multiple product lines.

Key challenges included:

• High call volumes leading to extended wait times (5+ minutes)

• Limited availability of trained technical agents

• Difficulty scaling using traditional call center services

• Increased pressure on internal teams during critical business periods

Beyond operational strain, the impact was more immediate:

• Customers waited longer for urgent technical support

• Teams were stretched handling repetitive and complex queries

• Service quality risked declining during peak demand

The company needed a scalable contact center solution capable of handling both volume and technical complexity.

The Solution: Virtual Contact Center + Scalable Call Center Services

Tollanis implemented a virtual contact center solution supported by a distributed U.S.-based workforce, designed to deliver high-quality inbound contact center services at scale.

Inbound Contact Center Solution for Technical Support

• Dedicated agents trained across multiple product lines

• Structured handling of technical queries, registrations, and parts orders

• Consistent, high-quality customer interactions

Impact - Enabled faster and more reliable inbound call center support

Cloud Contact Center Model (Remote-First Advantage)

• Nationwide remote workforce

• No reliance on physical infrastructure

• Faster scalability compared to traditional call centre services

Impact - Delivered a cost-effective cloud contact center solution

Staff Augmentation for Peak Demand

• Rapid scaling of trained agents during high-volume periods

• 50% increase in available support capacity

• Access to a broader, specialized talent pool

Impact - Ideal for businesses needing call center solutions for small business growth or seasonal spikes

Omnichannel Contact Center Readiness

• Foundation for expanding into voice, chat, and email support

• Built for future AI and automation integration

Impact -  Positions the business for modern omnichannel contact center solutions

The Results: Faster Response, Better Experience, Lower Cost

The impact was immediate across customer experience, operations, and cost efficiency.

Customer Experience

• Wait times reduced from 5 minutes to under 3 minutes

• Faster resolution of technical issues

• 88% Customer Satisfaction score

Impact -  Customers received timely, accurate support when they needed it most

Operational Performance

• 45% improvement in Average Speed of Answer

• 18% increase in First Call Resolution

Impact -  More efficient handling of high-volume inbound contact center interactions

Business Impact

• 12% reduction in cost per resolution

• No need for infrastructure expansion

Impact - Demonstrates the value of contact center as a service (CCaaS) and outsourced call center services

The Bottom Line

By implementing a virtual contact center solution with scalable inbound contact center services, the company transformed its ability to manage peak-season demand.

Instead of reacting to volume spikes, they now operate with a model that is:

• Scalable on demand

• Cost-efficient

• Built for high-volume customer support

This positions Tollanis as a provider of best contact center solutions for businesses seeking flexible, high-performance call center services.