DTC | Rental E-commerce Business
4Ă— Revenue Performance from Offshore CSR Team
Time to Results
Above Revenue Target
Increase in Sales per Hour
The Growth System
How scalable results growth were achieved
Where Growth Was Constrained
Move Yourself wanted to test whether an offshore customer service and sales team could match or outperform their onshore team.
- Reliance on onshore CSR teams with higher operational costs
- Uncertainty around offshore team performance for sales-driven roles
- Need to maintain high-quality customer experience and conversions
- Risk of high churn from traditional BPO outsourcing models
- Requirement for fast onboarding within a 3-month test window
Systems Installed for Scale
A high-performance offshore CSR model was implemented with a focus on quality, training, and sales execution.
- Built a dedicated offshore pod with senior-level CSRs and a team manager
- Recruited talent with 5+ years experience, strong English, and sales capability
- Structured team schedules to align with peak hours and time zones
- Implemented training, SOPs, and process optimization for consistency
- Introduced performance-based incentives to drive conversions and results
Measurable Growth Outcomes (Within 3 Months)
The offshore team significantly outperformed benchmarks across all key metrics.
- 4Ă— revenue performance compared to the onshore benchmark
- 300% above monthly revenue targets during the test period
- 52% increase in average sales per hour (SPH)
- 15% improvement in prepaid booking conversion rates
- 100% attendance and high engagement across the offshore team
Conclusion
Investing in senior-level offshore talent paid off significantly. The team didn’t just meet expectations—they surpassed them by a wide margin, delivering over 4X the typical revenue benchmark while also raising the bar across all key performance metrics. With seamless onboarding, exceptional attendance, and elevated sales and service delivery, this pilot demonstrates that highly skilled EGS team members outperform traditional models and drive exponential value. The results make a compelling case for expanding offshore operations as a strategic advantage in both customer service and phone-based sales.
“I always ensure that I’m aligned with providing efficient resolutions with the best experience to all customers all the time because at the end of the day, great service is not just about answering inquiries. It’s about delivering solutions.”
Ian Smith
Offshore Head of Customer Service, EGS