FlexWork Case Study: Enhancing Customer Support and Reducing Operational Costs Through Offshore Staffing
Executive Summary
Interview Query helps data scientists, machine learning engineers, and other data professionals prepare for their dream job through our newsletter and data course.
Interview Query sought to improve its customer support in the most efficient way possible. That led them to consider offshore talent and wanting to outsource the time consuming tasks to a third party. Jay, their founder & CEO, partnered with FlexWork to hire offshore customer support representatives and save valuable time plus resources, all while accessing top-tier talent.
Business Challenges
Before partnering with FlexWork, Interview Query spent countless hours sourcing, recruiting, and interviewing candidates for roles that they needed support on quickly. This prevented them from scaling as aggressively as they’d hope and took their focus away from other key priorities across the business.
Our Solution
FlexWork recruited experienced Customer Support Representatives with expertise in customer service, issue resolution, and customer relationship management. It was also important that agents had experience using the same support platforms that the Interview Query team had in place.
To ensure alignment on KPIs and culture fit, we scheduled several qualified candidates and allowed for the IQ team to screen and finalize their top candidates.
Results
Cost Savings: By leveraging offshore talent, Jay and his team achieved significant cost savings. An onshore customer support representative typically costs around $60-80K per year, plus benefits. In contrast, the offshore CSR from FlexWork costs roughly 20% of that amount while delivering on par high-quality support.
Access to Top-Tier Talent: Outsourcing through FlexWork enabled IQ to access highly skilled customer support professionals who aligned with the needs of the team. Skills included experience using Zendesk, Airtable, Slack, Salesforce, and other innovative technology platforms.This was instrumental in maintaining high customer satisfaction levels without the high costs associated with onshore hiring.
Scalability and Flexibility: The offshore staffing model provided Interview Query with the flexibility to scale their support hours and operations based on demand. This adaptability was crucial in responding to market needs and ensuring consistent support quality.
Client Testimonial
"Partnering with FlexWork was a game-changer for Interview Query. Their expertise in recruiting top-tier offshore talent allowed us to significantly cut costs while enhancing our customer support. The flexibility and efficiency of their staffing model enabled us to focus on scaling our business without compromising on quality. Highly recommend FlexWork for any company looking to optimize their operations."
— Jay, Founder & CEO, Interview Query
Lessons Learned
Jay was able to reduce operational costs while enhancing customer support efficiency. FlexWork’s boutique approach to staffing allowed him to test and refine support strategies, ensuring a scalable and cost-effective model. The partnership demonstrated how offshore talent could effectively meet business needs without compromising quality.
About FlexWork
FlexWork recruits, staffs, and manages top offshore talent to help businesses scale efficiently and effectively. We currently staff customer support representatives, virtual assistants, SDRs, finance team members, and more. Reach out to our team if you're interested in a free consultation on how offshore talent can help your business grow!
