AT A GLANCE
From backlog to fully staffed
The trigger: peak volume growth +30% week over week, March to July
BERG's peak customer service season runs from March to July, when customer-facing volumes can climb by as much as 30% week over week. Weather can also trigger sudden increases in demand, making it crucial to find experienced, multilingual specialists who can join the team quickly.
What they tried first
Before Cocoroco, BERG was understaffed for these peaks, running a backlog, and not yet operating at the same scale in its other markets. Covering the gap through temporary staffing agencies was time-consuming, made it hard to find the right skills and languages, came at a high cost, and gave far less control over who joined the team.
The setup for achieving a 100% hiring rate
BERG posts its own roles on Cocoroco and reviews candidates directly. For its most recent peak round, BERG filled all 13 customer service roles within 14 days, from posting to start date, drawing 286 pre-vetted specialists that matched the benchmark. From sourcing to payroll, everything sits inside the same platform. Contracts, pay and admin are handled there too, with no separate supplier, invoices or extra paperwork per hire.
Season after season
Through the season, BERG doubled its team, each addition a role posted on the platform rather than a new recruitment cycle. When a new peak arrives, BERG first goes back to specialists who've already worked for the company, so product and customer knowledge carries over and very little re-onboarding is needed.
Thecla HufManager Customer Service
