90%

From 30% to 90%+ SLA Performance

80%

Lower Cost per Support Role

How a $231B Brokerage Achieved 90%+ SLA Performance and Near-Perfect Customer Satisfaction Through Strategic Outsourcing

About the Client

Executive Summary

This company has been growing rapidly despite the challenges of the real estate market by achieving $231 billion in sales.

To support their realtors, the brokerage built an all-in-one platform that catered to multiple tasks, such as client collaboration, listings, deal tracking, and many others, which allowed real estate agents to work efficiently and effectively. Their unparalleled service was their core strength, but as they continue to grow, the demand for support has increased.

Objectives:

Support rapid national growth without sacrificing service quality for agents and their teams
Improve speed and consistency of technical support across channels such as chat, email, and calls
Create clear performance tracking with KPIs, SLAs, and regular reporting
Build repeatable processes and knowledge that scale as the platform and agent needs evolve
Expand support coverage for key business lines, including product support, listing support, and agent onboarding coordination

Solutions:

Dedicated technical support team for the brokerage’s agent platform that encompasses various scopes of customer and technical support
Operational support for listing-related tasks, helping agents move faster and reduce admin burden
Scheduling and coordination team to support agent onboarding and access readiness
Capacity planning, queue management, reporting, quality review, and coaching structure led by team leads and subject matter experts

Their Pain Point

Before partnering with Virtua Solutions Outsourcing, their support was regional and fragmented. Reliability played a crucial role in ensuring prompt responses, immediate support, and top-notch client experience.

Outsourcing as a Growth Strategy

In 2020, the company changed its approach, focusing on building a national support arm rather than having separate support teams. This transition was not a walk in the park because it required consistency in responding, escalating, or troubleshooting issues.

When the company shifted from a regional support model to a national one, the challenge was not simply handling more tickets as they faced an avalanche of problems from building a support operation to address their rapid growth to delivering consistent service across channels, while ensuring agents get sufficient support relying on a complex real estate platform.

Virtua Solutions Outsourcing became a key part of this transition and what started as a small Product Support team grew into a broader embedded support partnership, offering product support, listing support, onboarding scheduling, and support engineering.

Over time, Virtua helped the company build a more structured, scalable, and performance-driven support operation through workforce planning, process improvement, knowledge refinement, coaching, and close collaboration with client leadership. In short, chaos became a thing of the past with congruence and consistency, put the overall process in proper perspectives.

The transformation that Virtua helped establish delivered measurable results. Case in point: Product Support improved urgent first reply SLA performance from around 30% to 90% and above, improved first reply SLA for all other tickets from the mid-50% range to 90% and above, and maintained customer satisfaction in the high 90s. Additionally, Virtua helped the company expand support capacity, strengthen operational discipline, and create the structure needed to support a growing national brokerage.

How it started

The partnership between Virtua and this company was not merely to fill gaps. The partnership was about providing relevant SaaS support experience, including experience supporting platform-based environments that required structured troubleshooting, clear knowledge sharing, and disciplined escalation management. All of these helped Virtua contribute more than additional headcount as it also brought an operational approach built around repeatability, support quality, and scalability.

The Product Support function started with a small team and grew significantly over time. From an initial group of 3 agents, the team scaled to more than 35 team members as support demand increased. As the team expanded, Virtua helped create the support systems needed to keep performance steady: consistent workflows, stronger documentation, clearer escalation paths, and closer alignment with the company’s leadership.

The partnership expanded into other functions that directly supported agent productivity, including Listing Support, Onboarding Scheduling Support, and Support Engineering. What began as a support engagement developed into an embedded operational partnership designed to help the company scale with more structure and less friction.

The Solution:

From a standalone system to fully integrated support

Product Support

Product Support is considered the largest area of support where agents handled how-to questions, investigated issues that looked like bugs, and worked through escalation paths when problems beyond their scope of support needed to be routed to a different internal group.

This work required more than basic customer service skills because it also needed people who are not only good at troubleshooting, but also at documenting customer issues.
At this stage, consistency is key. The company and Virtua Solutions Outsourcing ensured that everything runs smoothly by following these practices:

Weekly Business Reviews and Quarterly Business Reviews

One of the most important parts of this embedded model was the regular cadence of Weekly Business Reviews (WBRs) and Quarterly Business Reviews (QBRs). These meetings were meant for ensuring the team stayed aligned with the company’s leadership, surface concerns early, review performance trends, and agree on action plans.

This level of collaboration was essential because improvement often required joint action. In some cases, Virtua could implement changes directly through coaching, queue management, or workflow adjustments. In other cases, progress depended on close coordination with Compass, such as updating the knowledge base, refining system-based processes, or approving customer-facing messaging. The WBR and QBR structure reinforced Virtua’s position as an embedded team that stayed closely aligned with the client staying true to the commitment of delivering consistent and top-notch service rather than focusing delivering output alone.

Root cause analysis

Whenever KPIs or SLAs were not met, or when dissatisfaction ratings were received, Virtua’s team leads conducted root cause analysis to understand what caused the gap. This was an important part of the team’s improvement process because it ensured that actions were based on evidence rather than guesswork.

The team reviewed breached tickets, looked for recurring operational patterns, and used Pareto charts to identify which issues were creating the biggest impact. This made it possible to prioritize action plans more effectively and focus effort where it would make the greatest difference. These action plans were then reviewed and aligned during WBRs, creating visibility, and accountability. This approach helps ensure that we remain aligned with the company’s goals and objects and maintain performance standards.

Workforce planning

Service levels meant making sure that the team used coverage planning to match peak hours and prevent backlogs. Queue management was not just about taking new tickets, but also clearing older work in a structured way so nothing was forgotten.

Remote Accountability and Operational Visibility

In a fully remote support setup, attendance and productivity visibility were also essential. Even a small gap in staffing during a live shift could affect queues, increase pressure on the rest of the team, and contribute to SLA breaches. To support remote accountability, Virtua used Monitask as a time tracking and productivity monitoring tool.

This gave operations leaders visibility into whether agents were online and actively working during scheduled hours, helping the team respond early to tardiness, idle time, or unplanned absences before they affected service levels more seriously. Virtua remained mindful of client data security by disabling screenshot monitoring and truncating URL tracking, maintaining operational oversight without compromising sensitive information.

Coaching Structure and Agent Support

Virtua also invested in a layered support structure to help both the client and the support team perform at a high level. For the company’s Product Support, this included Team Leads, Assistant Team Leads, and Subject Matter Experts. This structure gave agents access to the guidance they needed when troubleshooting a platform with extensive features and evolving behaviors.

Support was not limited to periodic coaching sessions as Virtua used one-to-one coaching, daily huddles, and blitzes to keep agents supported in real time. Huddles created space for fast answers, clarification, and issue alignment, while blitzes helped the team focus on queue movement and KPI recovery when needed. This approach strengthened both agent performance and team responsiveness. It also reflected a broader principle in Virtua’s operating model: supporting people well is part of how service performance improves sustainably

Results in
Product Support

These gains came from a consistent process, stronger coaching, and disciplined queue management. These improvements were the result of a change built on an organized system and structured workflow. Virtua Solutions Outsourcing approached the situation at a steady pace, keeping calculated risks in mind. In other words, scaling was systematic, providing additional reinforcement only when the situation called for it.

Over time, the partnership delivered clear performance gains:

90%

Urgent ticket first reply SLA improved from about 30% to 90% and above

90%

First reply SLA for all other tickets improved from the mid 50% range to 90% and above

90%

Customer satisfaction stayed in the high 90s, with a stated goal of 98%

Expanding into Listing Support

Listing Support

As the company grew, agents needed help with the tasks around listings that can slow down a deal if they pile up. Listing support is not a typical customer service task because it requires accuracy and fast turnaround. This is why when the company decided to outsource to Virtua Solutions Outsourcing, not only did they keep the quality steady, but they also maintained delivering exceptional service

How the team scaled

The Listing Support team grew as demand increased:

As the team grew, Virtua Solutions Outsourcing focused on consistency, documentation, and quick feedback loops with the client, enabling new team members to ramp faster and reduce variation in how tasks were handled.

Agent onboarding through  scheduling support

The Onboarding Scheduling Support team (OBS) supports the company’s onboarding group by coordinating schedules for new agents and teams, helping them get into the right calls, confirming access needs, and ensuring key documents are completed or routed correctly.

In this case, the need for Virtua Solutions Outsourcing was driven by a staffing change. The previous schedulers were part of a workforce management team and were temporarily assigned to the onboarding team. When the workforce manager needed her staff back, the onboarding team needed a stable solution that could hold the work long-term without disruption.

Our Impact:
Virtua Solutions Outsourcing improved this process

Virtua Solutions Outsourcing did not replace the process from the prior team, but helped strengthen and stabilize the operation:

Virtua Solutions Outsourcing improved speed and consistency by putting clear processes in place, tracking KPIs and SLAs, and working closely with the client through regular reviews and fast feedback. The team also strengthened knowledge management, built a reliable coaching and escalation structure, and used workforce planning to keep coverage aligned with real demand across chat, email, and calls.

Through the company’s partnership with Virtua Solutions Outsourcing, they were able to reap measurable results in service levels, maintain customer satisfaction, and embraced a long-term support model for customers.

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Cost Savings, Improved SLAs, and
Stronger Support Operations

The company needed a partner that could scale with the business, stay closely aligned with leadership, and bring structure to an increasingly complex support environment and that is where Virtua made a measurable difference.
Across Product Support, Listing Support, and Onboarding Scheduling Support, Virtua helped transform support into a more disciplined, performance-driven operation. Urgent First Reply Time SLA improved from around 30% to 90% and above, overall SLAs stabilized at 90%+ and customer satisfaction remained in the high 90s. The company also achieved up to 80% cost savings per role/headcount, enabling the business to scale support without proportionally increasing costs.

Virtua Solutions Outsourcing built a system that works, through embedded collaboration, structured workforce planning, data-driven root cause analysis, and a coaching model that supports both performance and people.
This case study proves that when outsourcing is approached as an operational partnership rather than just a staffing solution, it can improve performance, control costs, and create the foundation for long-term scale.

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