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Summary: In this podcast episode, Ray Biggs, Chief Operating Officer at venture Ray, discusses his transition from a career in in-house contact centers to becoming an outsource provider. He shares insights into the differences he has noticed between in-house and BPO, including the faster pace and the added dynamic of managing clients. Biggs also emphasizes the importance of listening to customers and agents for valuable insights and highlights the significance of soft skills in training and delivering better customer experiences.
- Ray Biggs moved from a career in in-house contact centers to becoming an outsource provider for more variety and new challenges.
- The main differences Biggs noticed between in-house and BPO include the faster pace and the added complexity of managing clients.
- Biggs emphasizes the importance of listening to customers and agents for valuable insights and suggests that organizations should do more to capture and analyze this feedback.
- Soft skills training is critical in delivering better customer experiences, and Biggs discusses the focus on emotive CX techniques at venture Ray.
- Engagement and job satisfaction have a significant impact on performance, and the people at venture Ray are considered the “secret sauce” of the company.
- An example of the company’s commitment to customer care is highlighted, where agents were assigned to make welfare calls to isolated residents in retirement homes during lockdown.
Key Statistics:
- No statistics mentioned in the podcast episode.
Key Takeaways:
- Transitioning from in-house to outsourcing can provide new challenges and opportunities to help multiple clients.
- The pace and complexity of managing clients in the outsourcing industry may be faster and more dynamic compared to in-house operations.
- Listening to customers and agents is crucial for gaining valuable insights and improving customer experiences.
- Soft skills training is essential in delivering better customer experiences and should be a focus for contact center providers.
- Engagement and job satisfaction among agents can have a significant impact on performance and customer care.
- Organizations should recognize and leverage the voice of the agent for valuable customer insights.
- Proper prioritization and delegation are key in managing multiple clients and balancing workload.
- The ability to adapt quickly and think both big picture and small details is important in the outsourcing industry.
- Outsourcing providers should strive for consistency while also catering to the specific needs and wants of each client.
- Using the insights and feedback from customers and agents can drive improvements in quality, service, and cost.
- Investing in training and support for contact center agents is crucial for delivering high-quality customer experiences.
- The success of an outsourcing provider lies in the quality and capabilities of its people.
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