How to Support Global Growth When Your Support Team Can’t Scale Fast Enough

Global expansion rarely happens evenly. New regions, languages, and time zones often outpace the ability to hire and train local support teams. PwC’s Global Customer Experience research highlights how difficult it is to maintain consistent service quality as organizations expand internationally.

McKinsey has similarly reported that global operations frequently struggle to scale human support in parallel with digital growth, especially when demand is uncertain.

This article explores how elastic support models help organizations grow responsibly.

Key considerations explored in this article include:

• Why global coverage gaps emerge during expansion
  
  

• The cost and complexity of permanent regional teams
  
  

• Using elastic capacity to support new markets without long-term risk
  
  

Supporting research:

• PwC, Global Customer Experience Survey
  https://www.pwc.com/gx/en/services/consulting/experience-consulting.html
  
  

• McKinsey & Company, Global Operations and Service Delivery
  https://www.mckinsey.com/capabilities/operations/our-insights
  
  

Recommended next step: Elastic Support Model Self-Assessment