The Challenge
As a growing enterprise software company, the client relied on outbound outreach and accurate prospect data to support its sales organization. As demand increased, scaling these operations internally became increasingly expensive and operationally complex.
The company needed a trusted outsourcing partner capable of rapidly building a global outreach function while maintaining quality, consistency, and reporting accuracy.
Key objectives included:
- Build a dedicated global outreach dialing team
- Expand outbound data creation capabilities
- Capture accurate call dispositions
- Improve transfer quality between outreach agents and SDRs
- Create standardized reporting across multiple regions
Rather than investing significant time and resources into recruiting, training, and managing a large internal team, the client sought a partner that could deliver experienced talent, operational expertise, and long-term scalability.
The Solution
1840 & Company designed, recruited, and managed a dedicated offshore outreach operation tailored to the client’s workflow and business objectives.
The team became responsible for supporting critical outbound operations, including:
- Outbound dialing campaigns
- Data research and lead creation
- Call disposition tracking
- SDR support
- Transfer quality management
- Regional performance reporting
- Operational KPI tracking
As the engagement evolved, the operation successfully scaled to more than 100 dedicated specialists while remaining fully integrated with the client’s internal processes and communication channels.
Instead of functioning as an outsourced vendor, the team operated as a seamless extension of the client’s business.
Our Approach
To ensure consistent performance across a rapidly growing global workforce, 1840 & Company implemented a structured project management framework centered on transparency, accountability, and continuous improvement.
Weekly operational reviews focused on key performance indicators, including:
- Dials per hour
- Transfers per hour
- Incorrect transfer rates
- Agent staffing ratios
- Regional performance trends
- Operational improvements
Frequent communication and proactive planning enabled the team to identify opportunities early, make adjustments quickly, and consistently deliver against project goals.
Results
The partnership enabled the client to build a mature, scalable outreach operation while significantly reducing operating costs and improving performance visibility.
Over $4 Million in Estimated Annual Labor Savings
By leveraging highly skilled offshore professionals instead of expanding a comparable U.S.-based team, the client significantly reduced labor costs while maintaining exceptional service quality.
Built a 100+ Person Sales Operations Team
What began as a targeted outsourcing initiative evolved into a global operation supporting more than 100 dedicated professionals across outreach, research, reporting, and sales support functions.
Improved Operational Visibility
Detailed reporting gave leadership greater insight into outbound performance through standardized metrics, including:
- Dials per hour
- Transfers per hour
- Transfer accuracy
- Agent productivity
- Regional performance
This enabled faster decision-making and ongoing operational optimization.
Consistent Delivery
Structured project management, proactive communication, and weekly performance reviews ensured milestones were delivered on time while maintaining alignment with evolving business priorities.
A Strategic Long-Term Partnership
More than four years after the engagement began, 1840 & Company continues to support the client’s outbound operations, demonstrating the scalability, reliability, and long-term value of the partnership.
“They showcased strong planning and adaptability, allowing them to consistently meet deadlines while remaining responsive to our changing needs. Their flexibility and commitment to understanding our requirements made the collaboration exceptionally smooth.”
Looking to Build Your Own Global Team?
Whether you’re scaling sales operations, customer support, or back-office functions, 1840 & Company helps businesses build dedicated global teams that reduce costs, improve efficiency, and accelerate growth without compromising quality.
