How a Major US-Based Sports Association Launched a New Customer Care Program in the Middle of a Pandemic

by Kim Campbell in Case Studies, Contact Center Outsourcing, Customer Service Outsourcing, Kim Campbell

This national sports association leads the US in governing and promoting one of the nation’s well-loved sports, including its annual pro championships, community involvement and coaching programs, charitable initiatives, and more.

In the downloadable case study, discover how we:

  • Pivoted to 100% remote recruiting, onboarding, and training
  • Launched on-time despite major challenges of the pandemic
  • Received positive feedback from the client and their members immediately upon launch


The Challenge: The organization’s support solution had not kept pace with changing dynamics in the membership experience nor the changing demographics of the sport and its passionate players and fans. Their relatively small program had been outsourced to a multinational provider for two decades. Eventually, that service lacked passion, was overly transactional, and presented contradictory and confusing reporting.

The Solution: Our solution was contingent on establishing a clear view of what success would look like for our new client and a carefully crafted Statement of Work.

The Unexpected Complication: COVID-19. Need we say more?

The Results: Despite the pandemic and related lockdown orders, we launched this new customer care program on time, in April 2020 (cue the fireworks!)


Get your Case Study Download today for more details.

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