Scaling a Strategic Partnership
From 20 FTE to 600+ Across Multiple Lines of Business
Summary
A leading U.S. consumer financial services company initially partnered with KM² Solutions through a focused 20-FTE customer support program. Strong performance and consistent execution created opportunities to expand the relationship over time.
Today, the partnership has grown to more than 600 agents across multiple nearshore locations and lines of business, supporting customer care, collections, loan verification, sales, loan servicing, back-office processing, and chat.
The Challenge
The client’s initial outsourcing requirements were relatively focused, centered primarily on welcome calls and support functions. As business needs developed, the opportunity expanded to include additional services, locations, and lines of business.
The client needed a partner that could build on proven performance, scale effectively, and successfully implement new functions as the relationship evolved.
Key priorities included:
- Maintaining strong performance as the program expanded
- Scaling staffing as business requirements increased
- Introducing new lines of business efficiently
- Expanding delivery across multiple nearshore locations
- Maintaining consistency across an increasingly diverse operation
The Solution
KM² focused on delivering consistently within the existing scope before progressively expanding into additional services. As the relationship developed, KM² introduced new capabilities and extended delivery across multiple locations.
The program ultimately grew to include:
- Customer care
- Collections
- Loan verification
- Lead generation and sales
- Data entry and back-office processing
- Loan servicing
- Chat
The operation also expanded across Barbados, the Dominican Republic, Grenada, and Saint Lucia, providing additional scalability, access to talent, bilingual capabilities, and business continuity.
The Results
What began as a focused 20-FTE engagement developed into a 600+ agent, multi-location partnership spanning multiple stages of the customer lifecycle.
Why It Matters
Scalability in outsourcing is about more than adding headcount. Sustainable growth requires a partner that can demonstrate performance, successfully implement new functions, and adapt as business requirements change.
In this case, KM² expanded alongside the client by earning additional responsibility over time, transforming a focused initial engagement into a broad, multi-location strategic partnership.
About KM² Solutions
KM² Solutions is an award-winning BPO with over two decades of experience operating an exclusively nearshore strategy throughout the Caribbean and Latin America. The company provides clients with a host of outsourcing solutions, including customer care, receivables management, technical support, sales & marketing, data analytics, and back-office processing. KM² Solutions maintains PCI DSS compliance, completes an annual SOC 2 audit, and has a Compliance Management System that aligns with the FDIC.
