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Call Center Staffing
Call center operations floor
Case studies · 200+ operators served

Real engagements, real numbers — call center staffing case studies and reviews.

Operators evaluating a call center staffing agency want reviews and outcomes, not a brochure. Below are six engagements we ran — with the headcount, the timeline, the attrition number and the operator who signed off on it. If a metric is uncomfortable, it is still on the page.

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  • Written plan
    No obligation · one business day
  • 200+
    Businesses served
  • HIPAA · PCI · SOC 2
    Compliance-aware screening
  • 14 countries
    Trained agents on tap

Across all engagements

What we are measured on — across 200+ operators.

Honest numbers from active placements — not aggregated marketing. Each metric is tracked weekly through ramp and reported back to the operator who hired us.

  • +22 pts
    90-day retention vs prior model
  • 94%
    cohort completion
  • Less than 72 hrs
    first qualified shortlist
  • 200+
    active operators served

Selected engagements

Six engagements that show how we work.

Healthcare, financial services, insurance, BPO, SaaS and retail. Onshore, nearshore and offshore. Same scorecard, same weekly cadence — different industries.

  • National healthcare payer — Healthcare
    Healthcare
    60 in 38 days
    bilingual nesting class filled
    National healthcare payer
    Challenge

    A 60-seat bilingual nesting class had a hard go-live date tied to a payer contract. The previous retained search firm had placed only 8 of 16 seats in the prior cohort, with quality misses surfacing in week-two QA. Recruiting needed to restart with a higher bar — and finish faster.

    Result

    We seated 60 bilingual agents on the Mexico City floor in 38 days against a 45-day target. Cohort completion held through nesting and scorecards moved up at the same time.

    • 60
      seats live in 38 days
    • 94%
      cohort completion
    • +18 pts
      CSAT vs prior cohort
    “60 bilingual agents on the Mexico City floor in 38 days. Quality of hire was higher than what we used to see from our retained search firm.”
    VP, Customer Operations · National healthcare payer
    Onshore + Nearshore Mexico CityBilingual CX38 days
  • Greenfield BPO · US fintech program — BPO
    BPO
    0 → 120
    agents in 90 days
    Greenfield BPO · US fintech program
    Challenge

    Greenfield BPO standing up its first 120-seat floor for a US fintech client. The IT punchlist was still open four weeks before launch. Recruiting had to run in parallel with build-out — and hit SLA inside the ramp window, not after it.

    Result

    We took the floor from zero to 120 agents in 90 days. The first SLA was hit inside ramp, and 90-day attrition came in at 11% against a 22% industry average for the same role and region.

    • 0 → 120
      agents in 90 days
    • SLA hit
      inside ramp window
    • 11%
      90-day attrition
    “We launched a new BPO from zero. Their recruiters embedded with our ops team and we hit our first SLA inside the ramp window.”
    COO · Greenfield BPO · US fintech program
    Offshore Manila + CebuMulti-channel CX90 days
  • Licensed collections operator — Financial Services
    Financial Services
    98%
    seat fill held
    Licensed collections operator
    Challenge

    Licensed agent collections sat at 22% annualized attrition. In-house TA could not keep pace with roughly 14 seats lost weekly across two sites. The team needed a steady weekly cadence of qualified, license-eligible candidates — not bursts.

    Result

    We held weekly placements at 26 per week over 14 months, kept seat fill at 98%, and lifted 90-day retention by 22 points against the prior recruiting model.

    • 98%
      seat fill held
    • +22 pts
      90-day retention
    • 26/wk
      placements over 14 months
    “The pipeline never stopped. Even at 22% attrition, our seats stayed full and our 90-day quality scores held.”
    Director of WFM · Licensed collections operator
    Onshore USLicensed collections14 months
  • Multi-state P&C insurer — Insurance
    Insurance
    80 licensed
    agents in 9 weeks
    Multi-state P&C insurer
    Challenge

    A new state-licensed P&C queue was launching across four sun-belt cities. The team needed verified-license agents at submission, not at offer — every prior cohort had lost days to badging-day surprises when licenses came back unverified.

    Result

    We placed 80 licensed agents across four cities in 9 weeks with 100% license verification at submission. There were zero badging-day surprises through the entire ramp.

    • 80
      licensed agents, 4 cities
    • 100%
      license verified at submission
    • 9 weeks
      multi-market ramp
    “Every shortlist arrived with verified licenses attached. We stopped losing badging days, and our compliance lead stopped chasing paperwork.”
    Head of Licensing Ops · Multi-state P&C insurer
    Onshore US Sun-BeltNMLS-licensed P&C9 weeks
  • B2B SaaS platform — SaaS / Tech
    SaaS / Tech
    +65 seats
    in 8 weeks
    B2B SaaS platform
    Challenge

    Tier-2 tech support had to scale from 25 to 90 seats during a product-launch window. The role required real depth in API and integration troubleshooting, not generalist support. Hiring slowly was not an option — the launch calendar was set.

    Result

    We added 65 net seats in 8 weeks, lifted first-call resolution by 14 points, and stood up 24/7 coverage in time for the launch window.

    • 65
      net seats in 8 weeks
    • +14 pts
      FCR lift
    • 24/7
      coverage achieved
    “They sourced engineers who could actually debug an integration call. Our FCR moved 14 points and we hit the launch window without burning the existing team out.”
    VP, Support · B2B SaaS platform
    Offshore PhilippinesTier-2 tech support8 weeks
  • DTC ecommerce brand — eCommerce
    eCommerce
    110-agent
    Q4 surge bench
    DTC ecommerce brand
    Challenge

    Q4 was projected at 4x baseline volume from Black Friday through January returns. The team needed a pre-built bench ready by October 1, a clean ramp, and an equally clean demobilization in February with the option to retain top performers.

    Result

    We pre-built a 110-agent surge bench by October 1, ramped on schedule, demobilized cleanly on February 15, and retained 22% of the bench for the next season.

    • 110
      agents on bench by Oct 1
    • Feb 15
      clean demobilization
    • 22%
      retained for next season
    “The bench was ready before our forecast was final. We ramped on schedule, held CSAT through peak, and demobilized without a single contract dispute.”
    Director of CX · DTC ecommerce brand
    Onshore US + Nearshore ColombiaQ4 retail surgeOct → Feb

What our clients say

We are measured on the floor — not on the contract.

Operators since 2003
Names withheld at client request
Call center operations professional at work
38 days
to 60 seats live
We had already promised the client a launch date, then needed 60 bilingual agents on a Mexico City floor to hit it. They had the first cohort screened in under two weeks and all 60 seats live in 38 days. Honestly, the hires came in stronger than what our old retained search firm used to send.
VP, Customer Operations
Healthcare BPO · nearshore program
Call center operations professional at work
0 → 120
agents in 90 days
We stood up a new BPO from nothing. Their recruiters basically embedded with our ops team — sat in on calibration, learned our scorecard — and we hit our first SLA inside the ramp window instead of two months late like everyone warned us.
Chief Operating Officer
Outsourcing startup · new-site launch
Call center operations professional at work
98%
seat fill held
What actually sold me was that the pipeline never stopped. We run hot — attrition sits around 22% — and even so our seats stayed full and the 90-day quality scores held. That kind of consistency is the thing most agencies can’t really deliver.
Director of Workforce Management
Financial services · inbound support

Operator scorecard

How operators measure us — through ramp and beyond.

Four numbers. Reported on a fixed cadence. The same scorecard runs across every engagement — onshore, nearshore, offshore.

  • Time to first qualified

    Hours from plan sign-off to the first qualified, recorded shortlist landing in your inbox. Most engagements come in under 72 hours.

    Reported once per cohort kickoff

  • Cohort completion

    Percent of placed candidates that finish nesting and reach the floor. We publish the cohort drop-off curve, not just the headline number.

    Reported weekly through nesting

  • 90-day retention

    Percent of placements still active at day 90, broken out by site, role and recruiter. The number that actually predicts ramp economics.

    Reported at day 30, 60, 90

  • Quality of hire

    CSAT lift, QA score and FCR for our cohort against the prior recruiting source. We line up the comparison so the answer is honest, not flattering.

    Reported monthly post-ramp

Frequently asked

Case studies and reviews — common questions.

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