Success Story:
UK Real Estate.
A technology-led UK real estate disruptor needed to scale skilled customer-engagement capacity fast, across five teams spanning buyers, sellers and third-party Legal, Finance, Insurance and Home Services partners, while cutting cost.
Services: Inbound & outbound customer engagement
Channels: Voice · Email · Live Chat
The approach and solution.
We started with a team of 20 and scaled to 100 experts on a hybrid model, transitioning the function into Ignition’s Durban HQ.
The Solutions Implemented
talent
We deployed skilled South African talent with a strong cultural and language fit for UK customers.
training
We built a bespoke QA framework and a culture-aligned training programme.
retention
We introduced a three-stage selection process, including a client interview, to protect retention.
The Results.
Ignition cut the client’s costs by more than 40% while scaling to meet their needs. Results were strong enough that the client chose to eliminate its own internal staffing of this critical function, the ultimate vote of confidence.
40%+ cost reduction.
Scaled from 20 to 100 experts on a hybrid model.
The client eliminated its own internal staffing of this function.
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