Outcomes
Higher quality. Lower cost. The agility to move when your market does. From a company that's been delivering for nearly two decades.
The Numbers
You pay for productive time, not idle shifts. Knowledge compounds instead of resetting. Better service that costs less to deliver.
Nearly two decades in operation. SOC 2 Type 2, HIPAA, PCI-DSS certified. Trusted by Spotify and Vimeo at scale. Not a startup experiment.
Scale teams, add languages, swap tools, or restructure workflows — without renegotiating your contract. Days, not quarters.
Proof Points
Case Studies
Spotify
92% CSAT, 2x faster ramp, 1% shrinkage
Vimeo
Response time: 1 week to 10 min, 90%+ CSAT
Geneverse
Zero queue lingering, 2-3x seasonal scaling
EdTech Client
22% avg cost savings, 87% CSAT
Wounded Warrior Project
170K members, 24/7 moderation
Tourism Ireland
Increased engagement at lower costs
Spotlights
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.
Awards
We stopped entering awards programs in 2024 — we'd rather spend the time on client work. When we competed, we won.
- 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
Select Clients
A partial list — most client relationships are under NDA.
- A&E Networks
- Avery
- Children's Miracle Network
- DFW Airport
- EA
- EDF
- Funko
- HarperCollins
- Harry Potter (Warner Bros.)
- Kimpton Hotels
- Konami
- NBC
- NFL
- PBS Kids
- Penguin Random House
- Razor
- Spotify
- Tillamook
- Topps
- Tourism Ireland
- U.S. Department of State
- Vimeo
- Warner Bros.
- Wharton (UPenn)
- Wooga
- Zendesk
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. ModSquad tracks 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 ModSquad 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.
How quickly can ModSquad scale for a product launch or seasonal spike?+
ModSquad ramps 2x faster than traditional BPOs and maintains 40% built-in surge capacity across a global network. Geneverse scaled 2–3x for seasonal demand. Roll20 absorbed a 500% ticket surge. Because the workforce is distributed and hourly, scaling doesn't require opening new facilities or renegotiating contracts — ModSquad activates qualified Mods from an existing pool.
What happens if our needs change mid-engagement?+
That's the point of ModSquad's modular model. You can adjust team size, add or remove languages, change tools, shift channel mix, or restructure workflows without starting over. Contracts are flexible and short-term. If your business pivots, your CX operation pivots with it — not three months later.
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. ModSquad provides global 24/7 coverage in 55+ languages with SOC 2 Type 2, HIPAA, and PCI-DSS security — while you retain full visibility through transparent reporting. Most clients find that the combination of lower cost, broader coverage, and faster scaling makes outsourcing the stronger option, especially when they keep strategic CX decisions in-house.