L3 Offshore Team Outperforms Onshore by 4X
<3 months
300% above revenue targets
52% increase in average sales per hour
CLIENT CHALLENGE:
MoveYourself aimed to split test a senior-level customer service offshore team against their existing onshore team. The focus was on inbound customer support and phone-based sales. Move Yourself wanted to see if they could match or surpass their onshore team’s performance within a three-month test window. The initiative involved split-testing performance across key sales and service stretches goals and key metrics.
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Whilst cost savings was a factor for Move Yourself, their key goal was on driving revenue with a long-term offshore team. Due to the extensive training required for their new CSRs, they wanted to avoid the high churn BPO call centres. They chose to partnered with Concertina due to their ability to source high-level talent with a long-standing tenure. Candidates had to have at least 5 years of relevant experience, strong English skills and demonstrate impressive sales conversions.
3-MONTH RESULTS:
Over the three-month period, the Concertina offshore team exceeded all KPIs and outperformed the offshore team:
Average Sales per Hour (SPH):
52% increase over the benchmark
Total Revenue Impact:
300% higher revenue than the typical monthly benchmark
Average Prepaid Bookings:
15% improvement in conversion efficiency
Attendance & Engagement:
100% staff attendence rate across all four team members.
SOLUTION IMPLEMENTED:
Concertina recommended Move Yourself create a small ‘pod’ of three full time offshore team members including 1 senior-level CSR manager. The CSR Manager was tasked with building and training the team, developing process improvements and SOPs, and integrating AI to drive efficiency. The team was structured on a roster to be able to cater for the clients time zone and peak call times. Whilst commission matching the onshore structure was not required, a small bonus structure was put in place for when the Concertina team exceeded stretch goals.
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 Concertina 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 Brecinio II
Offshore Head of Customer Service, Concertina