How Nearshore Contact Center Staffing Helped SignpostAI Hit 98% of Its KPIs

To deliver the quality their customers deserve, SignpostAI needed a partner who could fix what was happening underneath their contact center operations: coverage gaps, uneven call quality, and staffing costs that cut into margins.

Here's how Jobsity rebuilt their contact center from the data up, and why SignpostAI now has 44 contact center roles staffed through Jobsity.

At a Glance

Client: SignpostAI
Industry: Virtual receptionist services for local home services companies
Coverage model: 24/7/365
Team: 44 contact center roles staffed by Jobsity
Services: Nearshore contact center staffing, workforce management consulting, data analytics, and Genesys AI integration

The Results

savings on staffing costs, while keeping engagements high quality across a complex call load

of KPIs met month over month, including QA, After Call Work (ACW), and adherence on queue

agent retention rate

of calls answered within 30 seconds, meeting Signpost's SLAs

About SignpostAI

SignpostAI provides virtual receptionists for local home services companies. Their promise is simple: every caller gets an instant response from a friendly, live agent. That complete coverage helps their clients book more jobs and serve their customers better.

Nearshore contact center agent taking a customer call

The Challenge

Always On, for Every Kind of Business

In 2024, SignpostAI set a goal to make their virtual receptionist offering the best in the market. Getting there meant optimizing operations and growing profit while lowering staffing costs and protecting the service quality their clients count on.  Running a 24/7 operation for many different types of businesses made that difficult. Two problems kept coming up:  

Inconsistent call quality across a high-variety call load
Agent shortages during high-volume periods

A staffing vendor could fill seats. SignpostAI needed a true contact center partner, one who could also guide them on workforce management, data analytics, and technology.

The Solution

Start With the Data, Then Build the Team

Jobsity began with SignpostAI's operational data. The team diagnosed what was driving the issues in SignpostAI's shared support model. Then they set new standards and qualifications for agents who could meet the demands of the role.

Workforce Management Built for 24/7/365 Coverage

Jobsity designed workforce management solutions that resolved the staffing gaps and call quality issues in Signpost's round-the-clock coverage model.

A Faster Genesys AI Integration

Jobsity accelerated Signpost's Genesys AI integration. The result was sharper call scripting and stronger agent performance across the board.

Seasoned LATAM Contact Center Professionals

Jobsity recruited experienced contact center agents from Latin America who could handle Signpost's demanding, high-variety call load. Today, that team fills 44 contact center roles.

Built-In Support From Day One

The new team proved highly effective. SignpostAI also gained Jobsity's built-in support from managers, trainers, and QA specialists, so performance stays consistent month after month.

The Difference Between a Partner and a Vendor

Why Nearshore Contact Center Staffing Works

SignpostAI's results reflect how Jobsity approaches every contact center partnership. We build managed teams that grow with you.

Bilingual  Talent

Bilingual professionals trained in U.S. business culture and fluent in English.

Time Zone Alignment

Same time zones as your team, so quick conversations happen when you need them.

Operational Excellence

Operations experts and leading CX technology behind every agent.

Team Integration

Seamless integration with your in-house team, built on shared expectations and cultural alignment.

Continuous Upskilling

Continuous upskilling, so your agents' skills keep growing.

Risk-Free Hiring

A stress-free recruitment process, with a risk-free trial to make sure the fit is right.

Transparent Pricing

Competitive rates with no hidden fees, so you can grow at a sustainable pace.

Ready to Build a Contact Center That Performs?

SignpostAI got more than agents. They got a partner invested in their results. If you're ready to grow your contact center operations with top-notch, affordable agents, let's talk about what nearshore contact center staffing can do for your business.

Book a Free Consultation

How Nearshore Contact Center Staffing Helped SignpostAI Hit 98% of Its KPIs