Passion-led recruitment
The strategy focused on finding candidates who weren't just qualified, but shared a genuine passion for outdoor activities. This alignment ensured the support team truly understood the customers' lifestyle and needs.
CASE STUDY · OUTSIDE
How Outside Inc. scales customer support for 25+ brands with Work for Impact’s global talent solution
25%
Cost saving
5 Years
With Work for Impact
92%
Improvement in resolution time
"Our partnership with Work for Impact has been amazing. We've seen significant cost savings and we're on track to end the year with a 99% CSAT score."
Marco Velasco
Director of Customer Success
ABOUT OUTSIDE
A lifestyle company with a 250M+ reach
Outside Inc. is a media and lifestyle company that focuses on outdoor recreation, travel, and adventure. Across its 25+ media, digital, and technology platforms, it serves 250M+ users, creating an experience for both longtime adventurers and those just getting started.
Scaling customer support
Having acquired multiple brands, Outside Inc.’s customer support team was experiencing growing pains. They urgently needed to scale the workforce to handle approximately 3,000 issues every week, as their in-house team was overwhelmed by the high volume of Tier One and Two customer support tickets. This prevented them from dedicating the necessary resources to the more complex Tier Three tickets, as well as delivering on other important projects.
Operational bottleneck
Stalled innovation
Neglect of high-level issues
"Work for Impact saves 25% of our budget and frees up our internal team so we can focus on streamlining operations."
Marco Velasco
Director of Customer Success
Handling 55% of Tier 1 and 2 tickets with global talent
Outside Inc. turned to Work for Impact to save costs, improve customer satisfaction, and power agile growth. Our recruitment team helped them recruit customer service agents with relevant qualifications and a passion for outdoor activities. Within days, Outside Inc. had a remote team of customer support specialists, capable of handling the majority of Tier One and Two support tickets.
Accelerated team deployment
In a move toward agile growth, Outside Inc. transitioned from a talent search to a fully functional remote team within days. This speed allowed them to scale their operations almost instantly to meet business demands.
High-level technical proficiency
The recruited specialists were immediately capable of managing the majority of Tier One and Two support tickets, demonstrating that rapid hiring doesn't have to compromise the technical skill required for complex problem-solving.
Strategic cost and satisfaction optimization
By choosing a targeted recruitment model, the company simultaneously reduced operational costs and improved customer satisfaction, proving that efficiency and high-quality service can go hand-in-hand.
"We partner with companies that align with our core values and provide strong support, so Work for Impact's Pathways program and commitment to fair pay are important to us."
Marco Velasco
Director of Customer Success
Customer support transformed into an efficient, agile operation
99% customer satisfaction score
With highly-trained, passionate talent delighting customers in every interaction, Outside Inc. is on track to end the year with a 99% CSAT score.
More productive in-house team
With Work for Impact talent handling backlogs, calls, and queues, Outside Inc's in- house team is free to focus on more complex issues and projects.
92% improvement in ticket resolution time
With a multi-timezone team across 3 countries, Outside Inc. experienced a 92% improvement in resolution time and a 91% improvement in reply time.
25% costs saved
By cutting out the BPO middleman, Outside Inc. gets access to the best talent globally, while reducing payroll costs and paying talent fairly.
Increased agility
While Outside Inc. would have previously needed several months to backfill open positions, it can now scale operations up and down in days.