In this case study learn how a well-established, long-running direct selling company offering a catalog of diverse home and entertaining products through a team of over 30,000 field executives/sales consultants overcame their struggle to find local, bilingual resources to support their consultants. Resources, particularly those entering the labor force, were pulled to work in the city, and this presented challenges in both retention and succession planning.

The challenges in labor shortage were heightened by the Client’s continued business growth and increase in volume of marketing initiatives, including higher volumes of new product launches, incentives and promotions. The Client sought a cost-efficient customer care solution with a partner that would mitigate these challenges including cost containment, availability of the right bilingual resources for customer