How KO Storage scaled from 4 to 70+ remote team members in 18 months.
6 departments. 70+ US locations. One staffing partner.
August 2024: 4 agents.
18 months later: 70+.
Watch: Brittney Best shares the story
Brittney Best, VP of Operations at KO Storage, shares their scaling journey with Emilia Vicini, Head of Recruitment at Adaptive Teams.
“You found us high-level people. It’s been a fresh breath of air.”Brittney Best, VP of Operations, KO Storage
The Challenge
KO Storage was growing fast, expanding from a handful of locations to over 70 across multiple states. But their internal teams could not keep pace with the growth.
Physical space constraints
No room to seat more call center agents locally. Growth was outpacing the physical infrastructure needed to support it.
Seasonal staffing gaps
Weekends, holidays and extended hours needed coverage local hires could not reliably provide.
Revolving-door turnover
High local turnover meant constant recruiting, training, and lost productivity. The call center felt like a revolving door that drained management time and morale.
Expensive local hires
Full-time US roles for support functions came with high costs and limited availability.
The Solution
Adaptive Teams provided managed offshore contractors, starting with 4 call center agents in August 2024 and scaling as trust and processes matured, to 70+ remote contractors across 6 departments.
Call Center, Revenue Management, Accounting, Asset Management, Security, IT Support
- Call CenterInbound, outbound, customer service, sales
- Revenue ManagementPricing optimization and analytics
- AccountingFinancial operations and reporting
- Asset ManagementProperty and facility oversight
- SecurityRemote monitoring and coordination
- IT SupportTechnical infrastructure and helpdesk
The Results
Operational impact
Leadership was freed from day-to-day operational distractions. The offshore team proved more self-sufficient than expected, and managers shifted from revolving-door chaos to actual strategic work. Consistent staffing now spans all 70+ locations regardless of geography.
Recruitment quality
Each hiring round got better than the last through feedback loops. Background checks added value for security roles.
Career growth and retention
Call center agents were promoted to district coordinator roles. A security agent was identified as a future security manager. Career pathing created real retention because contractors could see growth opportunities. Churn dropped significantly compared to local hiring.
Flexible scaling
Weekend and holiday coverage was solved through timezone advantages. Seasonal scaling happened without the overhead of full-time hires. New departments were added as trust and processes matured. Geography was no longer a constraint for building the right team.
What Made It Work
Start small
Communicate
Improve
Full lifecycle
Partner
- 01
Start Small, Prove the Model
KO Storage began with just 4 call center agents. Once results were proven, they scaled confidently based on real performance data rather than assumptions.
- 02
Transparent Communication
Clear expectations on schedules, compensation and growth paths.
- 03
Iterative Quality Improvement
Role requirements and screening criteria refined together over time.
- 04
Full HR Lifecycle Management
Recruitment, payroll through Deel, performance management and career development.
- 05
Proactive Partnership
Background checks, termination guidance, and holiday planning happened proactively without being asked. Adaptive Teams anticipated needs rather than waiting for problems to surface.
Ready to Scale Like KO Storage?
Book a free staffing consultation and discover how managed offshore contractors can transform your operations, reduce costs, and free your leadership to focus on growth.
