TSI – Nearshore Case Study
TSI Helps Curb Large Utility Company’s Budget Challenges by Deploying a Nearshore Approach
The Challenge
With wage rates on the rise in the U.S., companies with frequent customer interactions are faced with rising call volumes and costs while senior leadership continues to search for expense efficiencies. Whether outsourcing or utilizing an in-house contact center, the pressure is on to find alternative solutions to optimize performance without busting the budget. a new approach.
The Solution
TSI proposed the utility company take advantage of the lower costs available outside of the United States; whether nearshore or offshore, contact center rates are between 30 – 60% lower than domestic. The client chose to stay closer to home, moving the program to Central America where TSI has been operating in Guatemala since 2015. With stellar program and portfolio performance for clients across industries including utility, telecommunications, financial services, and retail, plus a geography only a three-hour flight from Atlanta, Miami or Houston, Guatemala became the logical choice.
Collaboratively, TSI worked with the client to develop a migration plan, allowing for no interruption in service or performance. Over a period of 90 days, the program was moved from the U.S. to Guatemala City.
The Results
TSI launched the Guatemala program in November 2020. Since costs were over 30% lower than in the U.S., we were able to add additional resources to the program and stay within budget. Immediately recoveries increased, and with 90 days of launch dollars per FTE per month, the Guatemala team was matching previous statistics in the U.S.
Guatemala City, Guatemala
Guaynabo, Puerto Rico
UNLIMITED
Work-at-home Nearshore Resources
42%
Increased Recoveries
525+
Existing Nearshore Agents
70%
Reduction In Attrition
