Home Services Case Study
An on-demand home services platform partnered with Outsource Consultants to remove sales capacity constraints caused by rising costs and internal staffing limits.
The results: 83% cost reduction and a 250% increase in sales per hour.
Results
- 83%
- Cost Reduction
- 250%
- Increase in Sales per Hour
- <5%
- Abandonment Rate
- $23M
- Total Savings Over the Engagement
Client:
On-Demand Home Services Platform
Industry:
Home Services
Deliverables:
CX Strategy
Nearshore Call Centers
Outbound Call Center Services
The Challenge
An on-demand home services provider operated a fast-scaling on-demand platform connecting homeowners with vetted professionals for handyman and cleaning services. As demand increased, internal sales operations were unable to scale outbound follow-ups on high-intent inbound leads.
Hiring challenges, rising labor costs, and geographic limitations made it difficult to expand capacity. These constraints contributed to higher abandonment and limited sales productivity, preventing the organization from keeping pace with inbound demand.
The Approach
Outsource Consultants identified and supported the implementation of a nearshore BPO partner with experience in B2C outbound conversion and PCI-compliant environments. The objective was to replace the constrained internal model with a scalable, dedicated outsourced sales team.
OC also supported improvements to technology integration, including the Outreach dialer, CRM, and BI analytics. A dedicated team of 250 agents was launched across multiple geographies to expand outbound follow-up capacity while maintaining service standards.
The Outcome
The updated sales model produced measurable improvements in productivity, service levels, and cost structure. Sales per hour exceeded the original target, reaching peak performance above the stated goal. Abandonment dropped below 5 percent, while service levels exceeded 85 percent.
From a financial perspective, the engagement delivered $1.3 million in first-year cost savings and more than $23 million in total savings over the course of the engagement. The client was able to convert a higher share of inbound demand while operating at a substantially lower cost base.
Results:
- 83% cost reduction
- 2.5× increase in sales per hour
- Abandonment under 5%
- $1.3M first-year savings
- $23M total savings
FAQs
- What made outsourcing the right solution instead of expanding the internal sales team?
The core issue was scalability. Internal hiring, cost structures, and geographic limits made it difficult to flex capacity quickly. Outsourcing allowed the client to add trained capacity without locking in fixed costs.
- 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 quickly would I need to make decisions if we explored this further?
There is no obligation to move fast. The strategy call is designed to give clarity on options, sequencing, and timing so you can decide whether action now, later, or not at all makes sense.
- 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.
