Unilever outsourced its customer service operations to an offshore BPO provider. By hiring a team of customer service representatives in different countries, they achieved significant cost savings and managed a high volume of customer interactions. This enabled them to provide more personalized and efficient services to their customers, while ensuring that the representatives were well-trained and equipped to handle any situation that arose. Additionally, this allowed for 24/7 customer service coverage, leading to better service for customers. However, it is essential for companies to ensure that the representatives are well-trained and equipped to handle any situation that may arise, as well as maintain good communication with them.