“Almost immediately ShyftOff’s team was able to demonstrate credibility and expert knowledge on how to solve our challenges. Their leadership team’s attention to detail shines through. After a successful pilot, it was a no-brainer for us to continue partnership.” — Director of Contact Center
Challenges
The right solution for their team must be both flexible and scalable, capable of swiftly tackling these issues while also lowering operating expenses.
- Limited support for high call volumes during morning and evening hours
- Lack of qualified US-based agents capable of executing complex work
- Needed cost-effective solution to combat inflation and pressures of rising wages
Solution
Leveraging our network of highly qualified, US-based agents, we addressed the client's need for experienced professionals capable of handling complex technical support calls with high performance.
Our gig-powered approach allowed us to quickly ramp-up agent support in response to seasonal demands and high intraday call volumes. Our methodology streamlined the onboarding process to ensure that these expert agents could start delivering results without delay.
Outcomes
ShyftOff established a solid partnership and infrastructure for long-term success. Our model offers a strong foundation for continued collaboration between WFM, QA, training, and leadership teams.
Our self-sufficient solution provides a scalable infrastructure to support 100% staffing flexibility while saving 30% in operating costs.
ShyftOff continually supports this client with an operational model designed for predictable results and reliable productivity.
Compared to their other BPO partners, we exceed target productivity at a significantly lower cost.