Retail Case Study
A fast-growing fitness technology company partnered with Outsource Consultants to identify and launch a multilingual outsourced customer support solution capable of supporting rapid global growth.
The results: 45% customer support cost reduction and $8.3M in total savings over a three-year engagement.
Results
- 45%
- Cost Reduction
- $8.3M
- Total Savings
- 90%+
- Quality Assurance Scores
- 75%+
- Customer Effort Scores
Client:
Connected Fitness Retailer
Industry:
Retail
Deliverables:
The Challenge
A rapidly growing fitness technology company needed to expand customer care capacity ahead of increasing support volumes and a new product launch. The company required a multilingual support model capable of handling voice, email, and chat interactions while maintaining quality standards and around-the-clock coverage. Their existing structure lacked the scalability needed to support projected growth efficiently.
The Approach
Outsource Consultants led a blind RFP process across 12 outsourced BPO providers to identify a nearshore multilingual partner aligned with the client’s operational goals, quality expectations, and 24/7 support requirements. The selected solution was designed to support multilingual customer interactions across voice, email, and chat channels while enabling the client to scale support capacity efficiently.
The Outcome
Within the first 90 days, the program achieved Customer Effort Scores above 75% and Quality Assurance scores above 90%. The engagement also reduced operating costs by 45% while supporting multilingual customer interactions across multiple channels. Over the course of the three-year engagement, the client achieved $8.3M in total savings.
Results:
- 45% customer support cost reduction
- 90%+ Quality Assurance scores
- 75%+ Customer Effort Scores
- $2.8M first-year cost reduction
- $8.3M total savings
- 65-seat support operation
- 3-year engagement
FAQs
- What if we don’t have budget approval or executive alignment right now?
That’s common. These conversations are often used to explore options, pressure-test assumptions, or understand what levers could create budget flexibility later. No decisions or commitments are required to have the discussion.
- How do I know whether outsourcing or optimization is the right move for us right now?
Most teams reach out when costs are rising, performance is uneven, or growth is outpacing current systems. A strategy call is not about forcing an outsourcing decision. It is about pressure-testing your current model and identifying where optimization, vendor change, or phased support could realistically help.
- What internal lift is required?
Minimal. You share your goals, systems, and content then we handle the rest. Need help with QA, scripts, or reporting? We’ve got you covered.
- How long until we see results?
Most clients see impact within 60–90 days. Ramp and stabilization depend on scope, but our launch playbook keeps timelines on track.
