###### LTVPLUS PODCAST

# Ep.6: Outsourcing for specialized industries: How Total Recon is scaling smartly without losing quality

### In today’s episode:

Most auto shops handle customer service as an afterthought. Total Recon Auto decided to make it their competitive advantage.

Total Recon Auto Center is one of the top Tesla-approved collision repair facilities in the US. They are the biggest Tesla reconditioning facility in Maryland, with a flagship shop in Rockville and a recent expansion to Laurel. They have been outsourcing phone and email support with LTVplus for 3+ years, growing from one agent to a full dedicated team as their operations scaled.

In this “Let’s Talk About CX” conversation, we got an inside look at what outsourcing realistically looks like for a specialized—and physical—business. Our host sat with our clients from TRA: Will Brumby (General Manager) and Alfonso Martinez (Customer Service Manager), as well as the Customer Success Manager for their campaign at LTVplus, Jonnalyn Alvior.

### What you’ll learn:

- [0:00](https://www.youtube.com/watch?v=Sa44RaZaPJQ) – Guest introduction
- [3:00](https://www.youtube.com/watch?v=Sa44RaZaPJQ&t=180s) – A brief introduction of our partnership
- [3:20](https://www.youtube.com/watch?v=Sa44RaZaPJQ&t=200s) – What makes Total Recon different from a regular auto shop
- [4:40](https://www.youtube.com/watch?v=Sa44RaZaPJQ&t=280s) – What expansion and growth felt like internally
- [7:00](https://www.youtube.com/watch?v=Sa44RaZaPJQ&t=420s) – Life before outsourcing: the real CX struggles
- [9:00](https://www.youtube.com/watch?v=Sa44RaZaPJQ&t=540s) – The importance of customer service in the auto repair industry
- [10:10](https://www.youtube.com/watch?v=Sa44RaZaPJQ&t=610s) – Why outsourcing? Top concerns leading to the final decision
- [12:20](https://www.youtube.com/watch?v=Sa44RaZaPJQ&t=740s) – Choosing the right BPO: the decision-making process
- [14:00](https://www.youtube.com/watch?v=Sa44RaZaPJQ&t=840s) – Onboarding a remote team for a specialized in-person company
- [18:09](https://www.youtube.com/watch?v=Sa44RaZaPJQ&t=1089s) – The importance of buffer support in a fast-moving industry
- [22:35](https://www.youtube.com/watch?v=Sa44RaZaPJQ&t=1355s) – Direct impact of outsourcing (Lead cultivation, conversion, and all-around business improvement)
- [25:10](https://www.youtube.com/watch?v=Sa44RaZaPJQ&t=1510s) – Will’s advice on outsourcing for specialized business owners (why you should take the leap)

Outsourcing for specialized industries: How Total Recon is scaling smartly without losing quality - YouTube

[Outsourcing for specialized industries: How Total Recon is scaling smartly without losing quality](https://www.youtube.com/watch?v=Sa44RaZaPJQ) [LTVplus Official](https://www.youtube.com/channel/UCbAeUXGoOa_Xrna0fkBLP2A)