How KO Storage scaled from 4 to 70+ remote team members in 18 months.
6 departments. 70+ US locations. One staffing partner.
The KO Storage scale-up
Watch: Brittney Best, VP of Operations at KO Storage, shares the story.
Brittney Best, VP of Operations at KO Storage, shares their scaling journey with Emilia Vicini, Head of Recruitment at Adaptive Teams.
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 required coverage that local hires could not reliably provide. Seasonal demand spikes left teams scrambling.
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-based roles for support functions came with high costs and limited availability. The economics of scaling locally simply did not work.
The result: leadership was stuck in daily firefighting instead of the strategic work that would drive KO Storage forward. Internal teams could not keep pace across 70+ locations.
The Solution
Adaptive Teams provided managed offshore contractors, starting small with 4 call center agents in August 2024 and scaling systematically as trust and processes matured. Today, KO Storage has 70+ remote contractors across 6 departments.
The Results
What started as a 4-person call center experiment transformed into a fully integrated remote workforce powering operations across every department.
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
Quality improved iteratively through transparent communication. Clear expectations were set around schedules, pay, holidays, and availability. Background checks added unexpected value, especially for security roles. Each hiring round got better than the last through feedback loops.
Career Growth & 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.
Ready to scale like KO Storage?
Book a Free Consultation“You found us high-level people. It’s been a fresh breath of air.”
Brittney Best, VP of Operations, KO Storage
What Made It Work
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.
Transparent Communication
Clear expectations on both sides about schedules, compensation, and growth paths. No surprises meant fewer mismatches and faster ramp-up for every new hire.
Iterative Quality Improvement
Each hiring round was better than the last through structured feedback loops. KO Storage and Adaptive Teams refined role requirements and screening criteria together over time.
Full HR Lifecycle Management
Not just recruitment but ongoing support, payroll through Deel, performance management, and career development. The full lifecycle was handled so KO Storage could focus on their core business.
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.
“Managers went from revolving-door chaos to actual strategic work.”
Brittney Best, VP of Operations, KO Storage
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.
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