Podcast ¦ Next In Queue: Hang On featuring Kevin Zyskowski

Key Takeaways

1. The BPO industry faces a perception challenge, often seen as subpar, affecting both employee and client satisfaction.

2. Significant opportunities exist to improve employee engagement and customer experience within BPOs.

3. Kevin Zaskowski highlights that positive employee morale is crucial for reducing attrition and improving service delivery.

4. Traditional incentive structures tend to favour top performers, creating friction and hindering team performance.

5. Certainly CX uses a gain share model that incentivizes all employees based on collective profitability, promoting teamwork and shared accountability.

6. Transparency and open communication in client relationships are vital for fostering trust and better outcomes.

7. The shift to remote work during COVID-19 changed employee management, allowing flexible scheduling and better adherence.

8. Certainly CX’s recruitment focuses on candidates passionate about customer service and problem-solving, rather than just traditional BPO experience.

9. Rising U.S. labour costs have altered the competitive landscape for talent acquisition and retention in the BPO sector.

10. Technological advances, particularly AI, are transforming customer service by automating simple tasks and enhancing efficiency.

11. Lessons from the fast-food industry, such as Wendy’s, provide valuable insights on operational efficiency and employee engagement.

12. Cultural fit and team cohesion are critical drivers in recruiting and retaining a committed BPO workforce.

Key Statistics

• In 1985, “Hang On Sloopy” was designated Ohio’s official rock song by the Ohio General Assembly.

• One large organisation reported 100% annualised attrition rates within its BPO at one point.

• Starting wages for domestic call centre employees have risen to the high teens or low twenties, up from around $12 per hour previously.

Key Discussion Points

1. Zaskowski’s motivation to create a BPO stems from a desire to improve a flawed industry.

2. The importance of adapting incentive structures to align with team dynamics and organisational goals.

3. Employee dissatisfaction in traditional BPOs negatively impacts service quality.

4. Aligning financial incentives with team goals promotes unity and shared success.

5. Contracting models have evolved from FTE to hourly rates to better reflect service efficiency.

6. COVID-19’s lasting impact on perceptions of remote work influences employee management.

7. Use of AI and technology enhances customer interactions and reduces repetitive queries.

8. Fast-food industry lessons can improve BPO operational and employee engagement practices.

9. Recruitment is shifting focus toward soft skills over traditional experience.

10. Maintaining transparency in BPO-client relationships is key for partnership success.

11. Zaskowski reflects on how experiences at notable companies shaped his management approach.

12. Continuous iteration and learning are essential for effective organisational structures and incentive programmes.

Podcast Description

In this episode of Next in Queue, host Rob Dwyer speaks with Kevin Zaskowski, CEO of Certainly CX, about the intricacies of the BPO industry. They discuss motivations behind founding a BPO, employee morale and incentive dynamics, and technology’s impact on customer service. Drawing on his experiences in both the BPO and fast-food sectors, Zaskowski shares valuable insights on transparency, teamwork, and operational efficiency. This episode offers practical guidance for professionals aiming to improve customer experience and workforce engagement in the evolving BPO landscape.