Real Experience at Scale
Before New Frontier BPO, our team lead spent seven years at Sears overseeing the contact center queues built specifically for home services, first out of Tucson, then San Antonio. That queue handled repair calls for HVAC systems, refrigeration, laundry appliances, lawn equipment, and snow blowers, across roughly 14,000 Sears technicians and installers nationwide, inside an operation fielding around 100 million contacts a year across more than 34 call queues.
The job was converting repair inquiries into paid service calls, offering Sears' underwritten warranty products where they made sense, and handling every follow-up after that: technician status, charges, and parts-wait updates. Later, she led the initiative that moved several of Sears' call types, including home-repair and delivery calls, to outsourced providers, spanning roughly 30 million customer contacts, the same kind of transition New Frontier BPO now runs for home services businesses.
100M+contacts handled per year across the queues she oversaw
34+call queues managed, including home-services repair lines
30Mcustomer contacts transitioned to outsourced support
14,000field technicians and installers supported nationwide
That means we've already solved the calls that trip most in-house teams up: explaining a trip charge clearly on a unit that isn't under warranty, positioning a scheduling window that's weeks out instead of days, and calming down a customer who thinks their tech is late when they're actually still inside the arrival window.