In February of 2020, a wireless internet service provider (WISP) had grown to the point where they were receiving around a hundred calls outside of their normal business hours. It was becoming impossible to continue providing 24x7 support while working the standard nine-to-five shift, especially with a plan in place to continue accelerated growth. Before long, it became clear their current setup was unsustainable. Rather than attempting to find an economical way to internally staff those off-hours and weekends, this WISP considered their customers’ experience and looked at outsourced call centers to handle their off-hour support.
