How Outdoorsy hired 150+ people & saved 50% of its budget
"One of my best partner experiences in decades. Geoff and his team truly understand your needs, making global talent acquisition and management seamless."
Evan Hopkins
VP of Global Sales & Customer Operations
50%
savings in talent costs
15%
improvement in customer satisfaction
20+
countries hired in
About Outdoorsy
The world’s largest RV rental marketplace
Outdoorsy is the largest and safest community-driven RV marketplace for renting RVs directly from local RV owners. With 40M+ members and usage peaking during holidays, Outdoorsy needed multi-timezone remote teams that could quickly scale up or down in response to seasonal customer service demands.
The challenge
Improving support without the price tag
Outdoorsy wanted to improve customer satisfaction during peak seasons but avoid bringing on full-time staff who wouldn’t be utilized during quieter periods. This problem reached its height when COVID lockdowns lifted, with Outdoorsy facing an overnight avalanche of customer inquiries.
Since hiring independent talent every few months would be too time-consuming, Outdoorsy turned to a business process outsourcing (BPO) firm for a quick, one-size-fits-all solution.
The solution
A cross-trained team of 150+ people
Initially, Outdoorsy trialed Work for Impact alongside its existing outsourcing partner. When it quickly became clear that our hand-selected talent provided the more cost-effective and high-performance option over the BPO’s cookie-cutter solution, Outdoorsy made the full switch.
Identifying the need for rapid onboarding to adapt to demand fluctuations at pace, we also supported Outdoors in hiring instructors to train new hires how to handle different types of customer issues. With a comprehensive four-week cross-training program, every agent could handle any issue on chat, email, and phone, eliminating the need for separate teams dedicated to specific problems.
"Work for Impact handles 95% of our customer service outsourcing needs. The quality of talent is impressive, thanks to the vetting process."
Dana Golding
Director of Customer Support & Operations
The impact
Better support, happier customers & more savings
Instant access to the world’s best talent
Outdoorsy can easily hire “skilled and vetted agents” that are “well above the bar,” recruited specifically for their unique needs, goals, and budget.
15% higher customer satisfaction
With hand-selected talent across 20+ countries, Outdoorsy provides exceptional, 24/7, and multi-lingual support – without anyone ever having to work a night shift.
Cutting costs by 50% while ensuring fair pay
With global contracts, payroll, and time tracking automated, Outdoorsy can cut out the outsourcing middleman, saving 50% while empowering talent to earn over 2X what they would at a BPO.
Greater in-house control
Now, Outdoorsy controls its own quality assurance and training processes, ensuring that customer service agents are knowledgeable, skilled, and prepared for their roles.
Streamlined agility
We handle all the recruitment and HR, and provide bespoke support for every technical, legal, and strategy challenge – meaning Outdoorsy can easily scale up and down to deal with seasonality.
"By providing better quality representatives, improving customer satisfaction metrics, and saving 50% of our budget, Work for Impact has become an ideal partner for us."
Dana Golding
Director of Customer Support & Operations