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How Outdoorsy hired 150+ people & saved 50% of its budget

50%

50%

Savings in talent costs

15%

15%

Improvement in customer satisfaction

20+

20+

Countries hired in

"One of my best partner experiences in decades. Geoff and his team truly understand your needs, making global talent acquisition and management seamless."

Evan Hopkins

Evan Hopkins

VP of Global Sales & Customer Operations

About Outdoorsy

The world’s largest RV rental marketplace

Outdoorsy is the largest and safest community-driven RV marketplace for renting RVs directly from local RV owners. With 40M+ members and usage peaking during holidays, Outdoorsy needed multi-timezone remote teams that could quickly scale up or down in response to seasonal customer service demands.

    About Outdoorsy

    The challenge The challenge

    Improving support without the price tag

    Outdoorsy wanted to improve customer satisfaction during peak seasons but avoid bringing on full-time staff who wouldn’t be utilized during quieter periods. This problem reached its height when COVID lockdowns lifted, with Outdoorsy facing an overnight avalanche of customer inquiries.

    Since hiring independent talent every few months would be too time-consuming, Outdoorsy turned to a business process outsourcing (BPO) firm for a quick, one-size-fits-all solution.

    The Seasonal Staffing Dilemma

    The Seasonal Staffing Dilemma

    Volatile Demand Spikes

    Volatile Demand Spikes

    Prioritizing Speed Over Customization

    Prioritizing Speed Over Customization

    "Work for Impact handles 95% of our customer service outsourcing needs. The quality of talent is impressive, thanks to the vetting process."

    Dana Golding

    Dana Golding

    Director of Customer Support & Operations

    The Solution The Solution

    A cross-trained team of 150+ people

    Initially, Outdoorsy trialed Work for Impact alongside its existing outsourcing partner. When it quickly became clear that our hand-selected talent provided the more cost-effective and high-performance option over the BPO’s cookie-cutter solution, Outdoorsy made the full switch.

    Identifying the need for rapid onboarding to adapt to demand fluctuations at pace, we also supported Outdoors in hiring instructors to train new hires how to handle different types of customer issues. With a comprehensive four-week cross-training program, every agent could handle any issue on chat, email, and phone, eliminating the need for separate teams dedicated to specific problems.

    Performance-Driven Transition

    Performance-Driven Transition

    Outdoorsy moved away from a traditional BPO (Business Process Outsourcing) model after finding that hand-selected talent significantly outperformed "cookie-cutter" outsourced solutions in both cost-effectiveness and quality.

    Agility for Market Fluctuations

    Agility for Market Fluctuations

    The partnership focused on rapid onboarding capabilities, allowing Outdoorsy to scale its workforce up or down quickly to match volatile demand cycles without losing operational momentum.

    Strategic "Train the Trainer" Model

    Strategic "Train the Trainer" Model

    To ensure quality at scale, the strategy involved hiring dedicated instructors specifically to train new recruits. This created a sustainable internal ecosystem for knowledge transfer and consistent service standards.

    Multi-Channel Cross-Training

    Multi-Channel Cross-Training

    By implementing a comprehensive four-week program, Outdoorsy eliminated departmental silos. Every agent became proficient in chat, email, and phone support, creating a versatile team capable of handling any customer issue.

    The first hire – an accounting manager – is still with her today.

    That success gave her the confidence to grow her team further, eventually adding three senior accountants and using Work for Impact’s platform to manage contracts, time tracking, bonuses, and background checks.

    "Work for Impact handles 95% of our customer service outsourcing needs. The quality of talent is impressive, thanks to the vetting process."

    Dana Golding

    Dana Golding

    Director of Customer Support & Operations

    The Impact The Impact

    Better support, happier customers & more savings

    Instant access to the world’s best talent

    Instant access to the world’s best talent

    Outdoorsy can easily hire “skilled and vetted agents” that are “well above the bar,” recruited specifically for their unique needs, goals, and budget.

    15% higher customer satisfaction

    15% higher customer satisfaction

    With hand-selected talent across 20+ countries, Outdoorsy provides exceptional, 24/7, and multi-lingual support – without anyone ever having to work a night shift.

    Cutting costs by 50% while ensuring fair pay

    Cutting costs by 50% while ensuring fair pay

    With global contracts, payroll, and time tracking automated, Outdoorsy can cut out the outsourcing middleman, saving 50% while empowering talent to earn over 2X what they would at a BPO.

    Greater in-house control

    Greater in-house control

    Now, Outdoorsy controls its own quality assurance and training processes, ensuring that customer service agents are knowledgeable, skilled, and prepared for their roles.

    Streamlined agility

    Streamlined agility

    We handle all the recruitment and HR, and provide bespoke support for every technical, legal, and strategy challenge – meaning Outdoorsy can easily scale up and down to deal with seasonality.

    We're ready to build your global workforce

    Learn more about how our global talent solutions work or book a call with our team to get started.

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