Outcomes
Most vendors give you a result. We give you a trajectory.
Anyone can show you a good first few months. The real test is year two or three — when the team that started with you still knows your operation, when the technology hasn't gone stale because we keep it current as the market moves, when the cost curve is still bending down instead of flattening out. That's what we're built for — and what keeps the operation future-proof.
You Set the Goal. You Keep Control.
Hitting a specific CSAT is never the actual goal. The goal is whatever the business is trying to do: grow into a new market, launch without breaking support, protect a brand through a crisis, get out from under a legacy platform. Every operation defines success differently — one company's strong CSAT is another's baseline — so we start from the goal, not a scorecard, and build the operation to reach it.
That's why ModSquad planned for change from the beginning. Scale up, scale down, add languages, swap tools, shift from support into trust and safety, change your mind about all of it. Most vendor contracts lock in a scope and make change expensive on purpose — that's how they protect a platform or a call center that needs to stay full. We don't have either one. We have no proprietary stack to amortize, no infrastructure to keep utilized — so a change in your operation doesn't threaten ours. You stay in control of where this goes. Your goals set the direction.
What Clients Say
ModSquad is switched on. They proactively identify and address issues. It's changed our operation for the better.
Everything just works. The staffing model, the interaction, all of it.
ModSquad is the partner we want to work with and go into battle with. We're confident that they'll have our back.
Proof Points
These results span every solution we deliver — customer support, customer engagement and community management, trust and safety, and enterprise technology.
Featured Story
From Doubt to Proof
A membership and benefits company had lost faith in their own support platform. Internal stakeholders were openly questioning whether their Zendesk instance was even fit for purpose — and when the people running an operation stop trusting the tools, everything slows down.
We ran a full audit, then stayed — moving into ongoing monthly consulting rather than handing over a report and walking away. The biggest lever was routing: we implemented omnichannel, skill-based routing so tickets reached the right person on the first assignment instead of bouncing between agents who weren't equipped to handle them. Then we kept tuning it, month over month.
The trajectory, January to June
A system stakeholders once doubted is now one they rely on, with the numbers to prove it. We fixed the platform and rebuilt their confidence in it. That's the trajectory: a curve that keeps bending the right way the longer we run it.
More Outcomes
Results across every solution
Awards
We retired from chasing awards. The shelf's full. Now we stack wins for our clients.
- Globee Awards — 4x winner including 3 Gold, 2021–2024
- Stevie Awards — 5x winner, 2019–2023
- Golden Bridge Awards — 2x Gold, 2019–2020
- Excellence in Customer Service — Outsource Partner of the Year, 2023
- US-Ireland Top 50 — 2018
FAQ
How does ModSquad measure outcomes?+
The same way you do. For support: CSAT, response time, resolution time, cost per interaction. For T&S: accuracy, response time, policy compliance, escalation rates. For security: compliance posture, incident response, audit readiness. We track the tactical metrics — but what we really care about are the business outcomes they drive. Every engagement includes transparent reporting so you see both.
What kind of cost savings should we expect?+
Most clients see 20–25% cost savings compared to traditional BPO arrangements. This comes from structural factors: hourly billing (you only pay for productive time, not idle shifts), 1% shrinkage (vs. 15–30% industry average), and operations designed to reduce handling time without reducing quality. The savings are a consequence of the model, not a promotional claim.
What happens if our needs change mid-contract?+
You stay in control. That's the whole point of the model. Adjust team size, add or remove languages, change tools, shift budget from support into trust and safety, restructure workflows entirely — all without starting over and without renegotiating a locked-in scope. Most vendor contracts make change expensive on purpose, because flexibility threatens their margin. We don't have that conflict. If your goals shift, the engagement shifts with them, immediately, not next quarter, not at renewal.
Are these results typical, or best-case?+
Typical. These aren't the best month from our best client. They reflect what the model consistently produces across engagements. Some clients outperform these numbers, some take longer to get there during ramp, but these aren't cherry-picked.
How long does it take to see results like these?+
Faster than you'd expect on the basics, slower than a sales pitch would have you believe on the deeper gains. Most clients see ramp-related metrics (response time, CSAT, coverage) stabilize within the first 4–6 weeks. Lower attrition compounding into institutional knowledge, cost curves continuing to bend down, come over the first 6–12 months and keep building from there.
How do these results compare to in-house teams?+
In-house teams offer direct control but typically struggle with coverage gaps, language breadth, and surge capacity. We provide global 24/7 coverage in 55+ languages with SOC 2 Type II audited, HIPAA, and PCI-DSS attested security — while you retain full visibility through transparent reporting. Most clients find that the combination of lower cost, broader coverage, and faster scaling makes this the stronger option, especially when they keep strategic decisions in-house.
What does winning look like for you?
Tell us, and we'll build the operation that gets you there and keeps it improving.
Talk About Your Goals