Facing continuous usage growth and seasonal spikes, Zoom partnered with a leading contact center in the Philippines to manage tiered technical support, account recovery, and enterprise billing assistance. The outsourced team implemented robust QA and knowledge governance to keep pace with frequent product updates, while Trust & Safety specialists supported abuse reporting and policy enforcement. With 24/7 follow-the-sun operations, analytics-driven workforce management, and seamless handoffs to Zoom’s internal escalation paths, the program stabilized peak volumes, shortened time-to-resolution for meeting/recording issues, and strengthened customer retention for education and enterprise segments—delivering scalable, secure support without slowing product velocity.
