Episode 9:

Balancing Quality & Cost: Outsourcing's True Role in Refurbed's Success Story

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Summary

In this episode of CX Coffee Chat, host Giovana Dragone speaks with Sara Pettinari, BPO Strategic Lead at Refurbed, about the company’s mission to make refurbished products the new normal. They discuss the crucial role of outsourcing in Refurbed’s growth strategy, address common misconceptions about outsourcing, and explore the impact of AI on customer service. Sara shares her challenges and achievements in managing BPO partnerships, offers advice for startups considering outsourcing, and emphasizes the importance of sustainability in customer operations. The conversation concludes with insights on networking and staying connected in the industry.

MAIN TAKEAWAYS:

Refurbed aims to make refurbished products the new normal.
Outsourcing is about optimizing operations, not just cutting costs.
AI can enhance both customer and agent experiences.
CSAT is a critical KPI for evaluating success.
Effective communication is essential for successful BPO partnerships.
Startups should begin with small, flexible outsourcing partners.
AI tools can empower agents to become experts.
Every customer interaction is an opportunity to promote sustainability.
Choosing BPO partners that align with company values is crucial.
Networking and staying connected can drive long-term success.

Chapters:

00:00 Introduction to Refurbed and its Mission
02:45 The Role of Outsourcing in Growth Strategy
05:50 Misconceptions About Outsourcing
09:09 The Impact of AI on Customer Service
12:02 Challenges and Achievements in BPO Management
15:09 Key Factors for Startups in BPO Partnerships
18:10 Sustainability and Customer Operations
21:13 Final Thoughts and Networking Advice

Episode 9:

Balancing Quality & Cost: Outsourcing's True Role in Refurbed's Success Story

Listen on:

Summary

MAIN TAKEAWAYS:

Chapters:

Check out the rest of the episodes!