CASE STUDY ONE

Learn How Outsourcing Leads To Success

Due to our strong commitment to client privacy and the sensitive nature of outsourcing, this is a a hypothetical case study rather than being based on an actual client. This hypothetical case study has been provided to illustrate how outsourcing can be applied to your business and the benefits it can deliver.

THE CLIENT

Widgets'R'Us is a manufacturer of specialised automotive parts for high-performance cars. It primarily sells its products on its internet site and over the phone.

THE CHALLENGE

Widgets'R'Us, despite experiencing exceptional growth, was identified by its management team as having multiple growth issues.

• Insufficient Response Time - Customer feedback indicated that order fulfillment and inquiry response time were unacceptable.
• Increased Costs - As internet sales were a large portion of their sales, including from international clients, Widgets'R'Us was increasingly paying existing staff overtime to meet demand.

THE SOLUTION

Identifying its problem with customer support, Widgets'R'Us decided to look at outsourcing its support and selected CallOffshore's Full-time Phone Support Agent service.

THE OUTCOME

By outsourcing its support to CallOffshore, Widgets'R'Us was able to cut its costs dramatically whilst at the same time cutting its response time to customer queries and order fulfillment. Other benefits realised by Widgets'R'Us identified by the company included:

• Increased Access and Sales to International Clients - By selecting their Phone Support Agent's shift time to correspond with the non-working hours of their local staff, Widgets'R'Us was able to gain a greater market share of the overseas market.
• Increased Flexibility - Like most businesses, Widgets'R'Us experienced seasonal variations in their operations. With outsourced support staff they had the flexibility to add or remove staff as their demand required.

MORE CASE STUDIES

• Case Study Two
• Case Study Three

FIND OUT MORE

• Order your own Full-time Phone Support Agent
• Contact our friendly customer service staff
• See how the outsourcing process works
• Learn about the benefits of outsourcing
• Read why you should choose CallOffshore
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