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How Authority Brands Turned Customer Service Into a Growth Engine

Cutting labor costs by 30%+ while achieving record-breaking conversion rates — with zero compromises on customer satisfaction.
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“GigCX agents came in ready to work — faster and more cost-effectively than we ever expected. They gave us flexibility when we needed it most.”

Rob Scuteri

Rob Scuteri, Senior Vice President,

Contact Center Strategy - Authority Brands

When Traditional Staffing Can’t Keep Up, It’s Time for a New Model

Authority Brands — the force behind 16 home service franchise brands — needed a more agile way to handle unpredictable spikes in call volume and improve agent performance across time zones. Their in-house call center was stretched thin, and staffing costs kept climbing. It was clear: their CX model needed to evolve.
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Milestones on the Journey

Initial Contact
& Discovery Call
May 14, 2024

Began discussions to replace traditional contact center operations using the GigCX Platform.
1
Pilot Launch –
20% Volume
May 27, 2024

Contracted GigCX service providers to handle 20% of the call volume.
2
Full Migration –
100% Volume
August 15, 2024

After a successful pilot, fully transitioned to a GigCX workforce in less than 90 days.
3
Record Breaking Conversions
Conversion rates climbed to be the highest the company has ever seen.
4
Performance Gains Across the Board
New GigCX team drove record high conversion rates and delivered 40%+ in overall cost savings.
5
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The Shift to a Flexible, On-Demand Workforce

What Is GigCX — and Why It Worked for Authority Brands
GigCX (Gig Customer Experience) is an elastic staffing approach that enables companies to scale support with vetted, remote agents — without the overhead of full-time hiring.
For Authority Brands, it meant fast access to trained agents across multiple time zones, improved staffing efficiency, and a new level of cost control that traditional models couldn’t offer.
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Key Results

In Just 6 Months, They Unlocked Results Like This:

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30% Reduction in monthly labor costs
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50% Boost in occupancy rates 
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Record-High conversion rates in August 
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60%+ Improvement in abandonment rates 
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Key Results

In Just 12 Months, NEO Financial: 

Saved $10 million in CX delivery costs 
Expanded across 4 countries — Canada, Jamaica, Morocco, and Barbados
Improved service delivery by 40% 
Scaled support 2x faster than traditional models 
Integrated effortlessly with internal teams and workflows 
Launched first cohort significantly faster than traditional models

What Made It Work — Authority Brands’ CX Playbook

Group-3 Seamless pilot launch — integrated easily with existing systems 
Group-3 Replaced rigid schedules with elastic, real-time coverage 
Group-3 Established performance benchmarks that gig agents exceeded 
Group-3 Optimized early morning and late-night hours for high-efficiency staffing 
Group-3 Delivered better results — with less cost and more agility 

Scale Your CX Smarter

You can replicate Authority Brand’s success.

Discover how a flexible, scalable workforce can reduce costs, improve outcomes, and transform support into a profit-driving engine.
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