Turning a Global TV Event Into a Seamless Customer Experience

This leading global media & entertainment company has always been in the business of cultural moments. When their popular television series premiered, it wasn’t just a TV launch, it was a global event. Anticipation was sky-high, and so were customer expectations.

Our client needed a partner who could do more than just answer phones or staff up call centers. They needed someone who could:

• Scale quickly to handle a surge of support volume that would peak during the premiere window.
• Protect the fan experience, ensuring subscribers could sign in, stream, and stay connected without frustration.
• Bring empathy and humanity to every customer interaction, even during the most stressful technical hiccups.

In short: they needed a partner who could deliver service worthy of one of the most anticipated TV events in recent history.

At Harte Hanks, we knew this was more than an operational ramp. It was about earning fans’ trust at a cultural flashpoint. Here’s how we rose to the challenge:

• Rapid Scale with Heart: Within 30 days, we added 100+ new employees and increased staff by nearly 40%. Each advocate was trained not just on processes, but on empathy, problem-solving, and keeping a human connection alive even in high-pressure moments.
• AI-Powered Communication: To ensure clarity across global audiences, we piloted AI-driven language proficiency tools and real-time accent neutralization technology. This meant customers were understood and supported, no matter where they were.
• Operational Readiness: From structured nesting programs to enhanced trainer scorecards, we built a support system that was resilient. Supervisors and trainers stayed side-by-side with advocates, running hourly coaching, live audits, and leadership huddles throughout premiere week.
• Culture & Engagement: We knew advocates needed to feel valued to deliver exceptional service. We invested in $9,000 worth of incentives and appreciation events, making sure our teams in Manila and beyond felt celebrated and motivated.

When the world tuned in, support demand surged by 27% compared to prior weeks. At midnight, queues spiked — but instead of chaos, what followed was calm, coordinated action:

• 44 volunteers and 33 hours of OT mobilized instantly.
• Queues were cleared in under 30 minutes.
• CSAT remained above 92% for phone and 94% for chat, even in the most stressful moments.

One client leader summed it up best:

“You guys killed it. Everything was wonderful. We almost made it through the premiere perfectly.”