Home Services Case Study
A rapidly growing residential installation network partnered with Outsource Consultants to address rising CX costs and inconsistent scheduling coverage.
The results: 26% cost reduction and a 30% increase in appointment bookings.
Results
- 26%
- Total Cost Savings
- 30%
- Appointment Booking Lift
- $600k
- First-Year Cost Reduction
- $1.6M
- Total Savings Over the Engagement
Client:
Residential Installation Network
Industry:
Home Services
The Challenge
A fast-growing Canadian network of residential installers faced rising labor costs and a high number of missed appointments. Although the organization employed 85 in-house agents, coverage gaps and inefficient outbound scheduling limited its ability to meet call volume and appointment goals.
These constraints made it difficult to maintain consistent scheduling coverage and contributed to stalled growth.
The Approach
Outsource Consultants identified and launched a nearshore BPO partner to support outbound scheduling with consistent seven-day coverage. The solution utilized strong English-speaking agents and centralized CRM integration.
The engagement began with a five-agent pilot that later scaled to 22 agents, increasing outbound volume and improving data capture across the scheduling operation.
The Outcome
The updated CX model resulted in measurable cost savings and booking performance improvements. Total costs were reduced by 26 percent, including $600,000 in savings during the first year.
The client exceeded its appointment booking growth goal, achieving a 30 percent increase. Agent productivity also exceeded benchmarks, with agents averaging 104 daily calls compared to the stated 80-call benchmark. Total savings over the engagement exceeded $1.6 million.
Results:
- 26% cost reduction
- 30% booking lift
- $600K first-year savings
- $1.6M total savings
FAQs
- What risks should I consider before changing a live scheduling operation?
Leaders often worry about disruption, quality, and data integrity. OC’s advisory approach emphasizes pilot programs and measured scaling to reduce operational risk.
- 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.
- What should success look like in the early stages of an engagement?
Early success is typically defined by stability, visibility, and performance against agreed benchmarks. A strategy call helps set realistic expectations before any commitments are made.
