Saved annually by partnering with Hire Bloom
Cost reduction vs US rates
Better retention than hiring US agents
When Jon Clare, VP of Customer Success at Trove Brands, began evaluating staffing solutions, the company had already tried the BPO route—and left disappointed.
"Our connection with our prior BPO was particularly challenging because we lacked accessibility," Jon said. "I wasn't able to control culturem to set work balance, or to create actual connections with the team members the way that I want."
For Trove, not being able to control culture was more than justa minor inconvenience, it was a fundamental mismatch. Jon explained how"culture at Trove Brands is critical to our model. It's what allows us to do what we do and differentiate ourselves." Jon needed a partner that would offer more control and more access to their own people. A partner who would step back and let Trove lead.
Jon began meeting with several companies before a colleague pointed him toward Hire Bloom. "When I first met with the team and heard about the model,” he said, “I knew immediately that Hire Bloom was the partner that we wanted to work with.
Unlike a traditional BPO, Hire Bloom gives clients full management control. There's no middleman dictating how team members are trained, managed, or integrated into the company culture. That’s exactly what Jon was looking for
Hire Bloom's connection to BYU-Pathway—a program that provides a US education to people across the world—also allowed Trove to access high-quality talent. This resonated deeply with Jon, who explained, "We're excited about the opportunity to connect with the Hire Bloom talent, primarily because Hire Bloom connects very strongly with BYU-Pathway. That allows us to have access to resources and individuals who have already gained aneducation and are pursuing that next step—and we get to be part of that career."
Annie Hancock, Trove's BPO Lead, was part of the very first Hire Bloom onboarding. She helped build the training model that has since been extended to every new cohort of team members. She was eager to help the program grow further: "I knew that Hire Bloom would help us find people who were prepared, vetted and thatit would be a quick turnaround time."
That confidence proved well-founded. When Trove wanted to bring on additional team members at the start of 2026 , they had five fully qualified Hire Bloom candidates in the pipeline within two weeks. In contrast, their local hiring efforts continued for several months. "That demonstrates the efficiency of bringing on qualified candidates within the Hire Bloom model," Jon said.
The impact showed up almost immediately — and across multiple dimensions of the business.
In addition to fast hiring and great talent, both Jon and Annie have seen the cost-savings of working with Hire Bloom to scale their customer success team.
At a flat hourly rate, Trove saves an estimated $22,000 per team member annually. With 11 Hire Bloom team members, that adds up to more than $242,000 in annual savings—a 51% reduction compared to equivalent US hires. For Jon, this represents more than just a cost reduction: "Because of the flat hourly rate we have with Hire Bloom, we're able to forecast easier and have a predictive model that allows me to grow a team more comfortably than I would if I were hiring internally.”
In recruiting, they’ve also grown more efficient. Jon explained that the Hire Bloom process has “saved Trove almost 50% of our time in recruiting.”With candidates already screened, vetted, and interview-ready, the comparison to internal hiring is stark. Jon continued, "If we could just mirror the model of Hire Bloom, we'd be much faster at onboarding people."
Trove’s Hire Bloom team members not only get onboarded faster, but they stick around longer. Typical customer service roles in the US have a 30% retention rate [LINK TO STAT]—with Hire Bloom, Trove sees a 79% retention rate. That adds up to fewer recruiting cycles, less training costs, and more experienced team members at Trove.
But perhaps the most striking result for Trove has been agent performance. Annie tracks individual output closely, and what she's seen has exceeded expectations, “especially with our customer service satisfaction.” ”. Each team member handles approximately 100 customer interactions per day and in the last 90 days, Annie said that her “Hire Bloom agents posted a CSAT score of 4.1—leading the broader team, including Trove's veteran onsite staff.”
The coverage model has also improved how well Trove serves its customers. Because Hire Bloom team members operate across time zones, there’s no lapse in customer service when the US office goes dark.
Annie summed it up this way: “Hire Bloom's biggest impact has been that it allows us to expand our reach and our coverage. So even though we may be offline, we have a team who we know will take care of our customers—and it enhances the customer experience."
Beyond the numbers, Jon sees Trove's Hire Bloom team as something more than a vendor relationship. "We're building a global team that allows us to have a much farther reach to a global audience that meets our specific business needs," he said. "They're just another branch of the company."
Marvin Marroquín is a Hire Bloom team member from Guatemala who works for Trove Brands.
Marvin and his wife had a goal: to build a house together. That meant he needed more than just a few dollars to get by—he needed income that would let him save. "I spent months trying to find a job that allows me not only to have an income, but to have an income that allows me to do the things that I want for my future, for the future of my family."
With Trove, he found it. "It's been a blessing because everything is coming together at the right moment," he said. In his first six months working, his wife became pregnant. "We are pretty excited,” Marvin said. “It's our first kid, so this job has been a blessing for me, for my wife, and our future family."
For Trove, partnering with Hire Bloom has been transformational for their business. For Marvin, it has made all the difference in his and his family's life.
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