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Doing more with less: Scaling support with BPOs and external partners (ft. Republic Wireless)

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Outsourcing doesn’t have to get ugly. The fact is, business process outsourcing (BPO) helps brands offer scalable, flexible support without compromising quality. BPOs can provide internal tools, processes, and even agents who speak certain languages or have needed skills. Of course, outsourcing support without ensuring the customer is top of mind can be a recipe for disaster. Kathy Dalpes (Zendesk) and Sean Rivers (Republic Wireless) provide outsourcing strategies for success. They’ll cover how to choose the right tools, train partners on your internal processes, and ultimately, empower your BPO to be a natural extension of your organization.

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Doing more with less: Scaling support with BPOs and external partners (ft. Republic Wireless)

  1. 1. NOW Doing more
 with less: 
 Scaling support with BPOs and external partners 5A TRACK
  2. 2. TRA C K 5A Doing more
 with less: 
 Scaling support with BPOs and external partners Director of Operations Technology Republic Wireless VP, Customer Advocacy Zendesk SEAN RIVERS KATHY DALPES
  3. 3. 130,000 customers in
 over 160 countries 300 people in our customer experience team Today, we do
 everything in-house
  4. 4. 100,000s of subscribers 25,000 support interactions a month 8 internal support teams 5 external partners
 (with 130 agents in total) NO phone number
  5. 5. Businesses want to do right by their customers
  6. 6. Let’s talk 
 about BPOs
  7. 7. Why outsource? 57% 47% 28% 31% 59% Source: Deloitte’s 2016 Global Outsourcing Survey Cost cutting tool Enables focus on core business Solves capacity issues Enhances service quality Critical to business needs
  8. 8. Great partners can help you scale Handling seasonal spikes and surge in unexpected volume Support for different languages, expertise in processes Focus your in-house team around more strategic, sensitive, and critical issues Availability Capability Capacity 1 2 3
  9. 9. Choosing the right BPO Technical Alignment Reputation Transparency 1 2 3
  10. 10. Cultural alignment
 is key to a successful partnership
  11. 11. They should be better than you
  12. 12. Strategies 
 for Success
  13. 13. Outsource or partner? The client needs to invest in the relationship
  14. 14. Best practices for success Have a dedicated team that is in constant contact with the BPO Train and test 1 2 3 Blog change, provide documentation, and communicate in real-time Tools for collaborationVisit the BPOs offices, meet their team, and interview the agents Interview agents directly
  15. 15. Support Model Multiple BPOs Customer Escalations to
 Republic Wireless team BPO 1 BPO 2 BPO 3
  16. 16. Inspiring great support Rank BPOs based on performance metrics SLAs CSAT QA Churn BPO 1 BPO 2 BPO 3 BPO 1 BPO 2 BPO 3
  17. 17. 12 Hrs 25K 92% 130 Avg email
 response time Tickets per
 month Customer satisfaction Total
 agents Chat, social, email, ticketing, knowledge English-only No phone support
  18. 18. #zendeskrelate @zendesk 5A TRACK Thank you

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