Home Services Case Study
A regional home services provider partnered with Outsource Consultants to improve the performance and cost efficiency of its outbound lead generation program.
The results: 68% cost reduction and demo appointment targets achieved within 90 days.
Results
- 68%
- Cost Reduction
- $967K
- First-Year Savings
- 90 Days
- Demo Targets Achieved
- 15
- Agent Outsource Team
Client:
Home Services Provider
Industry:
Home Services
The Challenge
After decades of running an internal lead generation team, a regional home services provider faced escalating costs tied to high turnover and inconsistent agent quality. Their sales teams needed a reliable pipeline of appointments, but internal operations could no longer scale efficiently or meet performance benchmarks.
The Approach
The client transitioned to a 15-seat outsourced model focused on outbound lead generation and appointment setting. The client prioritized experience in home improvement sales and adherence to compliance standards (TCPA)
Outsource Consultants identified a BPO partner in Durban, South Africa with sales expertise, professionalism, and scalability.
The Outcome
Within 90 days, the new team consistently hit demo scheduling targets.
The transition reduced costs by 68% and saved nearly $1M in year one.
The new team outperformed legacy operations, with greater savings expected as the program scales beyond the pilot.
Results:
- 68% cost reduction
- $967K first-year savings
- Demo targets achieved within 90 days
- 15-agent outsourced team
FAQs
- Why do companies outsource to South Africa?
South Africa continues to be a highly economical choice for BPO (Business Process Outsourcing), boasting lower saturation compared to alternative outsourcing locations. Moreover, South African call centers are favored by North American and European companies due to the pleasant accents and well-educated call center agents they provide.
- What should I look for in a lead generation BPO partner?
Relevant sales experience, compliance discipline, and the ability to maintain consistent performance at scale are critical factors.
- 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.
