Case Study: How Horizon Business Solutions Made Customer Support Smoother, Faster, and More Professional

Horizon Business Solutions is a business services firm based in Dallas, Texas. Their clients count on them to keep operations running smoothly, which means their own customer service has to hold a very high bar. When support started falling behind growth, Customer Service Manager Jamie Williams brought in Armasourcing to fix it.

Here is her verdict, on camera, in 16 seconds:

The client at a glance

• Company: Horizon Business Solutions
• Headquarters: Dallas, Texas
• Industry: B2B business services
• Team: a dedicated Armasourcing customer service team, six-plus trained agents
• Coverage: aligned to US Central Time, when Horizon’s customers are actually calling
• Engagement lead: Jamie Williams, Customer Service Manager

The problem: support was becoming the bottleneck

Growing service businesses tend to hit the same wall. Volume grows faster than the team. Response times slip. Quality starts to vary depending on who picks up. And the manager who should be improving the operation spends the day firefighting inside it.

For a company like Horizon the stakes are higher than average, because service is the product. When your business is helping other businesses run well, a slow or unprofessional support interaction does not just annoy a customer. It undercuts the whole pitch. And customers do not give many second chances: PwC found that 1 in 3 consumers will walk away from a brand they love after a single bad experience.

Horizon needed three things at once: faster responses, a consistent professional standard on every interaction, and the capacity to keep both as volume grew. The default answer, hiring more reps locally in Dallas, ran straight into the math below.

The math every US support leader is up against

Before looking at how the engagement worked, it helps to see the numbers Horizon, and every US company in the same position, is facing. None of these are Horizon’s private figures. They are the published benchmarks for the industry:

• $42,800 per year, before benefits. The median US customer service representative earns $20.59 per hour according to the Bureau of Labor Statistics (May 2024). Payroll taxes, benefits, software seats, and management overhead typically add another 25 to 40 percent, pushing the real cost of one fully loaded seat well past $50,000 a year. A six-seat team crosses $300,000 before a single call is answered.
• 30 to 45 percent annual turnover. That is the standard contact center attrition benchmark, widely attributed to QATC, and replacing a single trained agent is commonly estimated at $10,000 to $20,000 once you count recruiting, training, and lost productivity. On a six-person team, the benchmark says you will re-hire two or three seats every year.
• $625 per month. In our own 2026 salary dataset of 586 Filipino remote professionals, experienced customer service candidates ask for a median of $625 per month. The talent pool is deep, university-educated, and fluent in exactly this kind of work.
• 60 to 70 percent lower cost. Even after recruiting, training, QA, management, and replacement guarantees are layered on top, a managed Filipino team typically runs 60 to 70 percent below the fully loaded cost of the same seats in the US.

In other words: the expensive part of great customer service is not the talent. It is building and holding the standard around the talent. That is the part Horizon handed to us.

The solution: a dedicated team, trained before day one

Horizon did not need a giant call center. They needed a right-sized, dedicated team that could plug into their operation and raise the standard. Here is what the engagement looked like:

1. Scoping the roles with Jamie’s team. Before anyone was hired, we mapped the support channels, peak hours, tone of voice, and the specific outcomes Horizon needed, and aligned coverage to Central Time so agents work when Horizon’s customers are awake.
2. Recruiting from a pre-vetted talent pool. Every Armasourcing candidate goes through skills screening and a recorded voice assessment before a client ever sees them. Horizon got a shortlist of proven customer service professionals, not a stack of resumes.
3. Live interviews, human decisions. Our talent team interviewed every finalist personally, and Horizon met the shortlisted candidates before anyone was confirmed. People decisions stayed with people.
4. Training on Horizon’s business before day one. The team was trained on Horizon’s services, systems, and tone, so they showed up sounding like Horizon, not like an outsourced vendor reading a script.
5. QA, coaching, and full visibility after launch. Every agent works under our quality program: scored interactions, regular coaching, time tracking, and a single point of contact for Jamie. When something drifts, we catch it and correct it before the client has to.

This is the same managed model behind our contact center outsourcing service, where teams typically go live in 2 to 4 weeks. For smaller support needs, the same process powers our customer service VA placements from a single rep.

The results: smoother, faster, more professional

Jamie’s words, not ours:

“Eli and Armasourcing improved our customer service and customer support quickly. Their trained team made our operations smoother, faster, and more professional overall.”

Jamie Williams, Customer Service Manager, Horizon Business Solutions, Dallas, TX

Three words in that quote map directly to what changed in the operation:

• Smoother. One quality standard across every interaction, one QA program holding it, and one point of contact for Jamie instead of a stack of individual performance problems to manage.
• Faster. A team staffed to actual volume, working Horizon’s business hours, so customers stop waiting and the queue stops backing up.
• More professional. Agents trained on Horizon’s business and tone before touching a single customer, then scored and coached against that bar every week.

And the word before all of them, “quickly,” is the part most companies do not expect. Because the talent pool is pre-vetted and the training program already exists, a managed team starts producing results in weeks, not quarters.

The takeaway

You do not fix customer service by throwing bodies at a queue. You fix it with a right-sized team of trained people, a quality process that holds the standard week after week, and a partner accountable for both. That model made Horizon’s operations smoother, faster, and more professional. It is repeatable, and it is the exact playbook we run for every client.

Want your support operation to earn a review like Jamie’s? Start with our contact center outsourcing page to see how managed teams work, or go straight to the quote form there and tell us what your queue looks like today.