The company was faced with two options: scale with BPOs to save costs while sacrificing quality or double its talent overhead costs by continuing to hire in the US. Then, a third option presented itself: customer support insourcing through Bloom.
With Bloom’s staff augmentation model of embedded, high-quality remote talent, TPG retained control of its existing customer support team while adding an additional 60 educated and fully bilingual Bloom customer support team members, cutting costs while increasing quality and efficiency.
In fact, the results TPG has had with Bloom versus its previous results with US-based talent are remarkable. A few of them include:
97% Retention Rate vs. an average US talent retention rate of 40%
1.5x Output increase by Bloom team members vs. TPG's US talent
55% Cost Savings to TPG vs. the average cost of US talent
Additionally, TPG has emphasized that the work ethic of its Bloom customer support team members is on par with that of its US-based customer support team members, often even exceeding that of the US counterparts.
Travelpass Group‘s return on investment with Bloom couldn’t be clearer.
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