Global retailer transforms operations with strategic offshore staffing

The client

One of the largest global eyecare retailers, with a portfolio of over 10 prestigious optical brands, wanted to explore staffing solutions that would further reduce their employment costs.

The company had an existing partnership with an offshore staffing provider in the Philippines but were interested in alternative options to enhance its labor cost savings:

Consider partnering with a different offshore staffing provider in the Philippines or,

Bring their offshore operations back onshore to North America.

dualsense edgeThe client chose to look into alternative offshore staffing providers in the Philippines as the less costly option of the two. When looking for a new offshore partner, they needed one that could not only provide cost-effective services but also facilitate a seamless transition of their existing offshore team without interrupting business outputs.

They also anticipated the need to hire more specialized and technical roles in areas such as f inance, accounting, data analytics and content creation. This emphasized the need for an offshore partner that had sophisticated recruitment and a high-quality talent pool in the Philippines.

The partnership

In 2015, MicroSourcing transferred the client's existing offshore operations seamlessly, with zero interruptions to the client's business outputs. Initially, the client offshored high-volume customer experience roles like customer service representatives with MicroSourcing, starting with a team of around 100 full-time employees (FTEs).

As the partnership progressed, the client recognized the value MicroSourcing brought in terms of talent quality, cost-effectiveness and operational excellence. This led to an expansion of the collaboration.

Today, the client’s team with MicroSourcing has grown to over 350 FTEs, supporting a diverse range of over 20 specialized roles and profiles across multiple disciplines. This growth is evident in the strong organizational structure established, led by a senior operations role overseeing the entire team. The team comprises operations managers, trainers, workforce managers, optimization specialists, optometrists and others collaborating seamlessly to support the client’s diverse brands.

* Based on conversion rates as of 18 June 2024. Price quoted does not include the fixed monthly service fee.

A key factor that enabled this growth was the close collaboration between MicroSourcing’s talent acquisition team and the client’s points of contact. This tight partnership allowed for efficient hiring processes, with roles often filled within 30 days or less, aided by MicroSourcing’s successful referral program. The alignment between the two teams ensured that role requirements were well-understood, leading to faster and more accurate hiring.

Dedicated teams focused on data security, ensuring that the client’s operations were protected and compliant with industry standards.

24/7 support for the client, ensuring seamless continuity.