Ken Mogensen - "How to Train BPO Partners to Integrate with Your Sales Team"
Ken Mogensen, Vice President of Sales & Marketing at Sneed Coding Solutions, discusses why treating BPO partners as direct reports transforms customer support into a sales engine. He explains vetting criteria, training approaches, and KPI alignment to ensure partners reflect the company’s values. Throughout the discussion, Ken shares lessons learned from scaling globally.
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What’s Inside [2:27] Introduction to Ken Mogensen [25:45] Full Podcast Episode [2:56] Highlights Video [2:43] Treating BPO Partners as Direct Reports [6:11] Key Criteria for Vetting the Right BPO Partner [5:32] Essential Core Values for Hiring External Partners [1:49] Why Cultural Fit Matters for BPO Partners [2:51] Empowering BPOs’ Ownership Through Respect and Collaboration [1:51] Why Culture Fit Beats Skillset in BPO Selection [0:36] Short - Key Criteria for Vetting the Right BPO Partner [0:37] Short - Essential Core Values for Hiring External Partners
Full Episode “Our partners should be committed to customer success because our success as a company and our growth are entirely contingent upon our customers growing and being successful. Our business partner should definitely have that same belief.” - Ken Mogensen
(2:56) Highlights Video
(2:43 Video) Treating BPO Partners as Direct Reports “When our CEO looks at the org chart, he counts our BPO partner as one direct report, so their performance becomes a reflection on our leadership.” - Ken Mogensen
(6:11 Video) Key Criteria for Vetting the Right BPO Partner “What you’re looking for in your BPO partner is an understanding of how they train, how they disseminate your product information, policies, procedures, and other key details, and how they ensure that information is effectively imparted to the team that will be working for you. We needed a partner whose training matched ours and who could flexibly update agents on complex, niche equipment specs.” - Ken Mogensen
(5:32 Video) Essential Core Values for Hiring External Partners “You want an organization that can truly embody your core values, because your customers don't know they're talking to a BPO, they're talking to a representative of your company. You need to be sure that the person, or whoever is on the other end, understands what your company is and what it stands for.” - Ken Mogensen
(1:49 Video) Why Cultural Fit Matters for BPO Partners “It's the openness to be able to say to a partner that these are the metrics that are really important to us. All of your metrics are also important, but ultimately, these particular benchmarks right here are how we measure. That is how we look at you as a partner and determine whether or not you meet these goals.” - Ken Mogensen
(2:51 Video) Empowering BPOs’ Ownership Through Respect and Collaboration “Your BPO sits in a unique seat. You have to let them own it. Let their expertise inform your processes instead of insisting on a top-down approach that never adapts.” - Ken Mogensen
(1:51 Video) Why Culture Fit Beats Skillset in BPO Selection “You can teach skills, and you can teach the ability to do things but you can't teach a culture fit. Ultimately, I think that should be at the very top of the priority list when looking for a partner.” - Ken Mogensen
YOUTUBE SHORT: Key Criteria for Vetting the Right BPO Partner “What you’re looking for in your BPO partner is an understanding of how they train, how they disseminate your product information, policies, procedures, and other key details, and how they ensure that information is effectively imparted to the team that will be working for you. We needed a partner whose training matched ours and who could flexibly update agents on complex, niche equipment specs.” - Ken Mogensen
YOUTUBE SHORT: Essential Core Values for Hiring External Partners “You want an organization that can truly embody your core values, because your customers don't know they're talking to a BPO, they're talking to a representative of your company. You need to be sure that the person, or whoever is on the other end, understands what your company is and what it stands for.” - Ken Mogensen
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