CASE STUDY TWO

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

Mario's Plumbing is an established, family-run plumbing service. The business was looking to expand to offer a 24-hour emergency plumbing service.

THE CHALLENGE

Mario, the owner of the business, identified the following issues with the company:

• Lack of time - Mario's plumbers had been very busy carrying out their core plumbing tasks, and in addition to that the plumbers were finding that they were spending a substantial amount of time interacting with customers on administrative issues such as appointment scheduling.
• Cost of providing 24-hour service - As a small business, the cost of providing a local/inhouse 24-hour telephone customer service team was not feasible due to the cost involved.

THE SOLUTION

Mario's Plumbing can hire Full-time Phone Support Agents from CallOffshore, and schedule those agents to provide round-the-clock services, five days a week. At a cost of only US$699 per agent per month, it is affordable even for a small business like Mario's Plumbing.

THE OUTCOME

By outsourcing to CallOffshore, Mario's Plumbing could achieve the following:

• Increased Efficiency - By using their assigned Phone Support Agent in a 'receptionist' role, it reduced the amount of administrative work the plumbers had to perform themselves, allowing them to focus on plumbing tasks. A flow-on effect of this was increased profitability as the plumbers are now attending to an increased number of jobs per day.
• Reduction of Costs - By scheduling assigned Phone Support Agents outside of local business hours, they were able to screen calls and schedule jobs in the most cost-effective manner, reducing false call-outs and overall call-out time. By outsourcing, the company was also able to avoid the costs associated with hiring inhouse staff.
• Reduced Risk - Since the 24-hour service is a new service and Mario's Plumbing was not yet sure about demand levels, outsourcing is a particularly suitable option since staffing levels can be easily adjusted as required.

MORE CASE STUDIES

• Case Study One
• 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
• Return to the top