Enabling Growth Through Call Center Reshoring and Redesign
ScottMadden helps organizations redesign and reshore customer support operations, balancing cost, scalability, and customer experience. Contact us to learn how we can help support your service delivery transformation goals.
At a Glance
Staffing Engine Development
Built a scalable staffing and training engine to support four to five large-scale hiring waves
Return to Office Strategy Creation
Shaped the return-to-office strategy as a critical enabler of successful onshoring
Business Case Improvement
Replaced rough cost assumptions with a decision-ready business case, enabling clear executive trade-offs
Challenge
A large, U.S.-based propane distributor experienced year-over-year revenue decline and deteriorating customer satisfaction after offshoring its call center operations. Customer experience suffered, local market knowledge was lost, and leadership needed a fast, fact-based path to reverse the trend. To address these challenges, the client engaged ScottMadden to evaluate the feasibility of reshoring all (or part of) the call center and to develop a sustainable, performance-driven, cost-effective operating model.
Process
- Built a dynamic business case to assess cost, location options, and reshoring feasibility
- Designed a distributed, regionally aligned operating model that restored local market knowledge while improving scalability, performance, and customer satisfaction
- Developed a workforce hiring and training strategy aligned to instructor capacity, technology readiness, and physical space constraints
- Established an in-office operating culture through return-to-office policy development, strengthening business knowledge, collaboration, and regional alignment to support reshoring
- Developed a detailed, phased implementation roadmap to accelerate execution and manage risk
Result
- Enabled confident leadership decisions through a transparent, decision-ready reshoring business case
- Accelerated workforce scale-up without business case cost overruns via a just-in-time training model
- Supported the transition of approximately 300 roles onshore, restoring customer proximity and operational control
- Equipped frontline teams with actionable execution paths aligned to customer segments and service level targets
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We don’t solve problems with canned methodologies; we help you solve the right problem in the right way. Our experience ensures that the solution works for you.