The Client
This U.S.-based telecommunications provider delivers cloud-based VoIP phone and communications services to small and mid-sized businesses across North America. Growth depends on a high-volume outbound sales motion: reaching SMB decision-makers by phone, qualifying them quickly, and closing new accounts. To expand that motion, the company needed a partner who could stand up a true sales organization, not just supply seat coverage.
The Challenge
The client wanted to grow its outbound program from a small pilot into a full production sales floor, but building that in-house meant absorbing recruiting, training, telephony, and management costs at a scale that would slow them down.
Key challenges included:
- Scaling outbound cold-call sales without inflating domestic labor costs
- Adding a second line of business for marketed (paid partner) lead phone sales
- Standing up predictive dialer infrastructure, list management, and call routing
- Finding a partner with genuine “Sales DNA” — several BPOs they evaluated could staff seats but could not demonstrate real outbound sales and telco operating experience
They needed a partner who could own the entire function: hiring, training, QA, management, technology, and daily reporting.
The Solution
The client selected 1840 & Company for our outbound sales and telecom experience, budget fit, and cultural alignment — and because our sales and operations leaders were engaged early.
Our approach included:
- End-to-End Sales Team Build: We hired, trained, developed, and now manage a team of 30 B2B outbound end-to-end sales reps selling the client’s SMB VoIP service.
- Dialer & Telephony Management: We provide and manage a predictive dialer and supporting telephony, loading multiple cold-call lists and routing connected calls to several agent teams.
- Training, Nesting & QA: Dedicated training, nesting, and quality assurance teams keep rep performance consistent as the floor scales.
- Full KPI Reporting: Daily and weekly Salesforce and dialer reporting on dials, contact rate, lead and opportunity creation, and closed-won/lost.
- Expanded Scope: After early success, we absorbed a second line of business handling paid partner leads.
The Outcome
The engagement moved from pilot to production and continues to exceed the client’s expectations.
They gained:
- Sales results above expectations, growing month over month every month the team has been onboard
- Consistent achievement of leading-indicator KPIs — dials, lead and opportunity creation, and pipeline staging
- Closed-won B2B sales delivered inside the client’s own sales model, with headcount maintained
- A second line of business absorbed and converted at above-acceptable levels without any drop in existing KPIs
- Roughly $1.5M in annual payroll savings versus staffing the same 30 seats domestically
The client rated the engagement 5.0 across quality, schedule, cost, and referral.
