Case Study

How Satellite Office helped King Living improve customer support while reducing operational costs

Business Challenge

Retailers continue to tackle tighter labour markets, rising staffing costs, and increasing demands from consumers. King Living, an Australian-based global furniture retail brand founded in 1977, needed a cost-effective solution to remain competitive, meet their talent needs, and support their Customer Care team in Australia.

They turned to offshoring in the Philippines as a long-term strategic approach to these challenges. They sought an expert partner to help them implement an offshore talent strategy geared towards scalability and cost-savings.

Client
King Living

Industry
Retail​

Solution

Building a highly skilled dedicated offshore team in the Philippines is key in elevating King Living’s customer support while reducing operational cost. With Satellite Office as their offshoring partner, they built a 5-person Customer Service team in the Philippines, resulting in significant improvements in their customer care performance. They soon decided to add more staff within finance & accounting, sales, eCommerce support, IT, and despatch.

Currently, they have grown their offshore team to 37 and are looking expand further in the future. 

Satellite Office employee benefits great place to work

Results

Annual savings of $2 million on employee costs

Excellent improvements in customer service response time 

Scalability and agility in expanding their support teams 

Offshore Roles

Customer Service Team

  • Team Leader
  • Mentor/Trainer
  • Senior Customer Care Agents (x2)
  • Customer Care Agents (x8)

Despatch Team

  • Team Leader
  • Senior Despatch Officers (x2)
  • Despatch Officers (x6)

Finance Team

  • Accounts Receivable Officers (x3)

Sales Team

  • Online Showroom Consultants (x4)

eCommerce Support Team

  • Assistant Online Manager
  • SEO Specialist
  • eCommerce Coordinators (x4)

IT Team

  • ERP Assistant
  • IT Officers (x2)

Let’s talk about your offshoring needs.

Our unique offshoring model goes beyond traditional outsourcing.

We partner with you through every stage of your offshoring journey.

You have full control of your offshore team and real-time visibility.

Save up to 65% on employee costs and find highly skilled talent who are aligned with your growth needs and company culture.

FAQs

Frequently Asked Questions to help you with your offshore staff leasing requirements

What is the total cost for the Leased Staff?

The total cost for the Leased Staff is an all-inclusive fee including 2 components, being the Direct Leased Staff Costs as well as the Monthly Solution Fee:

 

Satellite Office does not include any mark-up or generate any fees for the Direct Leased Staff Costs. These costs include Gross Salary, Mandatory 13th Month Pay, Private Medical Insurance and Employer Statutory Costs. These costs can also include optional staff bonuses, or the provision of a free lunch.

The Monthly Solution Fee includes the provision of the complete Managed Solution, including Serviced Office, Staff Leasing, IT Support, HR, Payroll and other offshore support services.

Is there a minimum or maximum number of Leased Staff members I can hire through Satellite Office?

There is no minimum or maximum number of Leased Staff team members you can hire through Satellite Office. The model is effective with a team of as little as 1 staff and upwards to large teams of more than 100 staff, with flexibility to scale up and down.

Is there a minimum term required under the Full-Service Model?

Yes. Minimum term is 6 months. Some of our clients choose to sign longer-term agreements to enjoy improved terms.

Read more FAQs

Contact us for a free consultation on outsourcing strategy.

Outsourcing and offshoring can help you lower your operating costs. Get an in-depth assessment and find out more about the cost-saving options you can expect.

Hire up to 3 talent for the cost of 1 local staff
Highly-skilled Filipino talent recruited to suit your requirements
Flexible options from 1 to 100+ staff
Flexible work setup across Work-From-Home and Work-From-Office options
Execution focused on delivering performance improvements
Proven success track record for global clients
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