Steve Kaay - "CCOs: Flipping BPO Quality Perceptions On Its Head”
Steve Kaay, Contact Center Consultant at Kaay Enterprises LLC and an industry veteran with 30+ years, challenges the belief that outsourcing diminishes quality. He advocates for outsourcing's potential to enhance customer interactions by selecting the right BPO partner and investing in agent training. He also stresses the importance of culture and trust in outsourcing relationships. This discussion redefines outsourcing perceptions, offering crucial insights for businesses contemplating customer interface outsourcing.
WOW-24-7
Contact Centers
call center
customer service outsourcing
customer support outsourcing
customer service BPO
retail BPO
e-commerce BPO
Customer Value
SaaS Customer Experience
Head of Custor Service Stepstone Deutschland Transforming Contact Centers: From Cost to Value Centers
What’s Inside [1:26] Introduction to Steve Kaay [24:46] Full Podcast Episode [2:16] Overcoming Industry Complexities with Dedicated Agent Training [2:57] Outsourcing Success: Consultative Interactions and Expertise [3:18] The Outsourcing Advantage: Quality Through Diverse Work Perspectives [3:13] 1-10 Rating: Importance of Agent Turnover to Company’s Growth [2:38] Outsourcing: Upgrading Contact Center Quality for Better Results [1:10] Vision Casting: Leading Teams to Achievement [1:05] Outsource for Success: Partnering for Customer Satisfaction [4:18] Aligning Values: Building Success in Business Culture [0:59] Short - The Outsourcing Advantage: Quality Through Diverse Work Perspectives [0:56] Short - Aligning Values: Building Success in Business Culture
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Full Episode “You can increase the quality of the interactions and interfaces with your customers through outsourcing. Pick a good partner and cultivate the relationship to help them understand what you need to be successful.” -STEVE KAAY
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Full Episode: Topics Covered 1. The Power of Dedication and Motivation 2. Retention: The Key to Success 3. Cultivating a Culture of Excellence
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(2:16 Video) Overcoming Industry Complexities with Dedicated Agent Training “It was incumbent upon us to teach them what they needed to do and what they needed to know to help our US-based customers. Overall, the tasks we undertook to equip them made them incredibly successful in serving our customers and doing a great job.” —STEVE KAAY
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(2:57 Video) Outsourcing Success: Consultative Interactions and Expertise “Our outsourcing partners did incredibly well at learning our products and acting as trusted consultants for the business. Their hunger and desire to learn set them up to be successful.” -STEVE KAAY
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(3:18 Video) The Outsourcing Advantage: Quality Through Diverse Work Perspectives “For similar dollars spent, the longevity, care, interest, and desire to learn are significantly higher in outsourcing than in the US, which makes a big difference in how we interact with the customer. Ultimately, investing in outsourcing and people like this is a huge win for the company.” —STEVE KAAY
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(3:13 Video) 1-10 Rating: Importance of Agent Turnover to Company’s Growth “People stay with a leader and a supervisor who takes good care of them and has their best interests in mind. They won't leave for a higher wage if they find fulfillment in a company with their best interest at heart.” —STEVE KAAY
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(2:38 Video) Outsourcing: Upgrading Contact Center Quality for Better Results “We found that the work done by our outsourced partner for one of our clients was of significantly higher quality, with fewer errors and longer employee tenure.” -STEVE KAAY
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(1:10 Video) Vision Casting: Leading Teams to Achievement “I couldn't be prouder. Teaching the business, casting a vision, and bringing people together to accomplish a particular vision—that's what's satisfying. Reaching those corporate goals that have been set for us— that's what's rewarding.” —STEVE KAAY
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(1:05 Video) Outsource for Success: Partnering for Customer Satisfaction “I've had tremendous success dollar for dollar spent on outsourcing. The quality is higher, the longevity is greater, and my customers are more satisfied.” —STEVE KAAY
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(4:18 Video) Aligning Values: Building Success in Business Culture “You want to find an outsourcing partner that fully embraces your company's values and then ensure that your partner shares those same values.” —STEVE KAAY
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Shorts "Our outsourcing partners have a desire to go to work and make a difference. The longevity, care, interest, and desire to learn are significantly higher than in the U.S. It's a huge win for the company to invest in outsourcing." -STEVE KAAY
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Shorts “You want to find an outsourcing partner that fully embraces your company's values and then ensure that your partner shares those same values.” —STEVE KAAY
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