DTC | Rental E-commerce Business
Offshore CSR team outperforms onshore CSR 4X
<3 months
300% above revenue target
52% increase in average sales per hour
CLIENT CHALLENGE:
MoveYourself aimed to split test a senior-level customer service offshore team against their existing onshore team. The focus was on inbound customer support and phone-based sales. Move Yourself wanted to see if they could match or surpass their onshore team’s performance within a three-month test window. The initiative involved split-testing performance across key sales and service stretches goals and key metrics.
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Whilst cost savings was a factor for Move Yourself, their key goal was on driving revenue with a long-term offshore team. Due to the extensive training required for their new CSRs, they wanted to avoid the high churn BPO call centres. They chose to partnered with Concertina due to their ability to source high-level talent with a long-standing tenure. Candidates had to have at least 5 years of relevant experience, strong English skills and demonstrate impressive sales conversions.
3-MONTH RESULTS:
Over the three-month period, the Concertina offshore team exceeded all KPIs and outperformed the offshore team:
Average Sales per Hour (SPH):
52% increase over the benchmark
Total Revenue Impact:
300% higher revenue than the typical monthly benchmark
Average Prepaid Bookings:
15% improvement in conversion efficiency
Attendance & Engagement:
SOLUTION IMPLEMENTED:
Concertina recommended Move Yourself create a small ‘pod’ of three full time offshore team members including 1 senior-level CSR manager. The CSR Manager was tasked with building and training the team, developing process improvements and SOPs, and integrating AI to drive efficiency. The team was structured on a roster to be able to cater for the clients time zone and peak call times. Whilst commission matching the onshore structure was not required, a small bonus structure was put in place for when the Concertina team exceeded stretch goals.
100% staff attendence rate across all four team members.
CONCLUSION