Estimated annual savings compared to hiring US-based agents
of the top 20 agents are from Hire Bloom
Better retention than in-house agents
When Alyssa Briggs joined Any Hour in 2014, the company had about 60 employees and one location. Today it has roughly 2,000 employees across 23 locations, and the Utah contact center she manages is the scheduling hub for all of them.
The phones felt the strain first.
"We were inundated with calls," said Alyssa, Any Hour's Contact Center Manager. "We had way too many coming in, and we couldn't get a live person in front of every customer that was calling in every hour of the day."
Overflow went to an outside answering service, and the answering service booked in the 30% range. "Missing so many calls and having them overflow to our answering service was losing us a ton of money," Alyssa said. Managing the vendor was its own job: weekly check-ins, a steady stream of emails, and a lot of hoping that what Any Hour explained about its processes made it to the people actually picking up. Mostly it didn't. "They couldn't share with our customers as confidently what they could expect from us."
Local hiring couldn't keep up either. Any Hour knew the contact center would eventually take calls for every company in the group. "We didn't know how we were gonna recruit for everyone fast enough," Alyssa said.
And then there was the culture question. Any Hour's contact center had never had a remote employee. Not one. "Even through COVID, we did not work from home," Alyssa said. The team took pride in its in-office energy, and the idea of managing people she couldn't walk over and tap on the shoulder made her nervous.
Any Hour's CFO heard about Hire Bloom through BYU-Pathway and suggested the team take a look. The original plan was modest: Use Hire Bloom as a better overflow answering service.
Then Alyssa learned how the model worked. "Hire Bloom told us that we could manage the team members ourselves," she said. "That really made our ears perk." Instead of sending feedback to a vendor and hoping it landed, Any Hour could hire, train, and coach its own team members directly. "We can just take them and teach them and grow with them and help them have the same standards and expectations that we do for quality and customer experience."
Alyssa asked for references and talked to other clients who were already managing remote team members through Hire Bloom. She asked them everything: how they ran one-on-ones, how they coached, what happened when a rep needed help mid-call. "It eased my nerves a lot."
Cost sealed the deal. "It's a perk for us that we can get just as much quality out of an individual for quite a bit cheaper of a price," Alyssa said. Any Hour started with four Hire Bloom team members in October 2024. Today, they have 35 Hire Bloom agents.
Any Hour manages its Hire Bloom team members the way it manages everyone else. Every Hire Bloom team member starts as a Customer Care Representative with the same training as in-house hires. Many get promoted to the digital team within a few months. "What we've seen with the Hire Bloom group is that they excel at a much faster pace, and we're able to promote them to our digital team," said Matt Baskind, Any Hour's VP of Customer Experience. About half of Any Hour's Hire Bloom team members now work in digital roles, handling text conversations, re-engagement, and lead recovery. A few have also joined the QA team.
The digital team was a test of trust. Those roles are harder to measure, and they need people who manage themselves. "Our Hire Bloom reps really demonstrated that," Alyssa said. "They cared a lot to manage themselves and stick to the process."
Matt tracks the same numbers for every rep—and Hire Bloom agents perform just as well as the in-office team (sometimes better). "Their booking rates compare in line with our in-house reps, and sometimes we actually see the Hire Bloom reps at an increase from ours," Matt said. "I think that's really just because of the dedication they have to our processes."
The weekly leaderboard says the same thing. When we interviewed Matt for this story, he checked the day's board and saw that the top two performers were both Hire Bloom agents. (Out of the top 20, 8 came from Hire Bloom).
When Any Hour restructured its contact center in 2026, the goal was to keep its top performers. All of the Hire Bloom agents were included in this group.
Hire Bloom team members earn the same weekly booking-quality bonus as in-house reps. Matt credits that, plus supervisor one-on-ones and weekly training, for retention about 25% better than the in-house team. "Even though they're not physically here, they're included in everything that we do." That's why Hire Bloom agents stick around.
Any Hour's answer rate before a call ever reaches AI is now above 90%. Keeping it there means hiring fast when volume grows, and that, Matt says, is where Hire Bloom has had the biggest impact.
"Recently, we needed to onboard additional reps to make sure that we were answering human first," he said. "We started the process on a Monday, and we were targeting six new Hire Bloom reps. By Thursday, we had forty applicants that had been pre-screened and ready for our process. Within two weeks of ask, we were training our six new reps, and they're officially on the phones."
Alyssa saw the same thing on round one. Nervous about the pilot, she handed Hire Bloom a laundry list of screening requirements, partly to see what would happen. They met every demand she gave them, "and the candidates that we met with were so impressive."
Any Hour uses AI voice agents. It just doesn't use them where customers would notice. Live agents, in-house and Hire Bloom, take every call first. AI covers overflow, evenings, and early mornings before the center opens. "Our customer base is so deep, 30, 40 years in some locations, so they want human interaction first," Matt said. The six reps Any Hour hired through Hire Bloom were brought on specifically to keep AI out of daytime calls.
Alyssa made the same call from the staffing side. Rather than build a 24/7 human team, she lets AI take the overnight shift. "Obviously we want a live person to take the majority of our calls," she said.
Alyssa has been working with Hire Bloom for two years, and she wants to keep growing the team. "They're hard-working individuals," she said. "They're willing to take any feedback or advice or coaching that I give them and apply it in any way that we need them to. They're extremely loyal, and they're willing to just flex however we need them to flex."
Matt points to work ethic and communication. "Our Hire Bloom agents are probably some of our easiest employees," he said. "Attendance, punctuality, the willingness to take on some overtime if we're short-staffed, but they do it with a positive attitude." And when something breaks: "If we're running into any little obstacle, it's solved within twenty-four hours, and we can move on."
Several team members hit two-year anniversaries recently, and Alyssa loves seeing how their lives have changed by working with Any Hour. "In that time, I've been able to see them buy houses, have babies, get married," she said. "It's not just set it and forget it. They're a part of our team."
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