Home Services Case Study
A private equity-owned home services aggregator partnered with Outsource Consultants to stabilize CX performance and create a scalable operating model across multiple brands.
The results: $1.6M unlocked in one year and CX performance targets exceeded within 90 days.
Results
- $1.6M
- Year-One Budget Unlocked
- $2.5M
- Total Savings
- 75%
- Occupancy Within 30 Days
- 90%
- QA Within 90 Days
Client:
Private Equity–Owned Home Services Aggregator
Industry:
Home Services
Private Equity
Deliverables:
The Challenge
The client operated multiple home services brands with fragmented CX systems and inconsistent performance across customer support operations. An underperforming vendor contributed to elevated costs and limited visibility into quality, occupancy, and CX outcomes.
The organization faced pressure to improve performance and standardize CX operations, but had no approved budget for a large-scale technology investment. Any modernization effort needed to be funded through operational improvements rather than new capital spend.
The Approach
Outsource Consultants structured the engagement in phases, beginning with labor optimization. Phase 1 focused on replacing the existing support vendor, implementing performance-based workflows, and right-sizing nearshore staffing to improve efficiency and accountability.
Savings generated during Phase 1 were then used to fund Phase 2, which unified CX operations across brands through a 300-seat CCaaS platform. The platform enabled AI-powered agent assist and analytics, allowing CX improvements without introducing net-new spend or requiring additional budget approvals.
The Outcome
Within 90 days of Phase 1, the client exceeded core CX performance targets while unlocking $1.6M in year-one savings. Occupancy exceeded 75% within 30 days, QA reached 90%, and CSAT reached 85% within 90 days.
Those savings fully funded the deployment of a 300-seat CCaaS platform, enabling standardized workflows and improved visibility across brands. Over the full engagement, total savings reached $2.5M, while CX performance improved and overall costs were reduced.
Results:
- $1.6M year-one savings
- $2.5M total savings
- 75%+ occupancy within 30 days
- 90% QA within 90 days
- 85% CSAT within 90 days
FAQs
- 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.
- We already use an outsourced call center. What would be different this time?
Most issues stem from how the relationship is structured and managed, not from outsourcing itself. The difference is having an advisory layer that defines success, aligns KPIs, and holds partners accountable so internal teams are not forced into day-to-day firefighting.
- What if we want to improve CX but don’t have budget approval?
This is a common constraint. We often help teams identify operational inefficiencies or pricing misalignment that can unlock savings first, which can then be reinvested into CX improvements without net-new spend.
- 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.
