Cost-Cutting Without Compromise
Cost Reduction
Moved US-based operations to the Philippines and Colombia
Abandon rate reduction
For Voice calls
Increase in capacity
For bilingual
(English/Spanish) support
BetterNight, a sleep health solutions provider, faced significant operational challenges with their previous customer service model. Looking to improve efficiency and scale their operations, they partnered with OP360 to implement an innovative approach in order to overcome critical staffing and operational challenges.
The Challenge
BetterNight encountered significant obstacles with their previous staffing approach:
1
High onshore attrition: The company struggled with constant employee turnover in their US workforce. This created a persistent cycle
2
Bilingual staffing difficulties: Finding and retaining qualified bilingual (English/Spanish) staff was particularly challenging in the US market.
3
Business continuity issues: Their previous outsourcing relationship had deteriorated over time. With operations concentrated in congested urban areas like Manila, natural disasters such as typhoons could leave them short-staffed for extended periods, creating significant service backlogs.
4
Resource-intensive training: The constant need to train new employees was disruptive to BetterNight’s core operations, as it required substantial input from their onshore team.
The Solution
OP360 offered BetterNight a comprehensive solution with several key components:
1
Strategic location: Unlike traditional outsourcing providers, OP360 established call centers in less congested areas, minimizing disruptions from traffic and other urban challenges.
2
“Bench staff” model: OP360 implemented a staffing approach that maintained extra trained personnel ready to step in during periods of absenteeism, ensuring consistent service delivery.
3
Specialized teams across multiple locations:
- A team in Colombia handling 100% inbound English and Spanish calls
- A team in the Philippines primarily focused on back-office administrative tasks and data processing, with additional training to supplement inbound call handling when needed
- Benefits verification services across locations
4
Robust implementation process: OP360 deployed a comprehensive implementation team with dedicated project managers who kept the transition on track, impressing BetterNight’s management team.
The Results
The partnership between BetterNight and OP360 delivered significant improvements in cost savings, productivity and scalability.
Savings:
- 35% - 45% cost reduction achieved by transitioning from US-based operations to the Philippines and Colombia
- 35% increase in daily processing capacity for inbound referrals
- 28% increase in answer rate for Voice
- 26% increase in daily productivity due to supplemental staff (no need to over hire to cover for sick, vacation, etc.)
- 84% reduction in abandon rate for Voice
Scalability:
- Successfully expanded team from 0 to 20 staff members within 60 days, from hire to full productivity
- Ability to handle 150% phone volume increases during peak times
- Reduced internal trainers' time for new hires by transitioning training program to OP360
- 80% increase in bilingual (English/Spanish) support capacity
“Implementation has really been a pain point for us in a lot of different areas–and my team was really impressed with OP360’s implementation process. You guys had an army, and they were really good. Project managers that kept everybody to task, and they did well.”
