#USA #Los Angeles #Customer Service #Boldr #Odeko

Boldr Revolutionizes Customer Service for Odeko

In a transformative shift within the business process outsourcing (BPO) landscape, Boldr has partnered with Odeko, a burgeoning player in technology and logistics for independent coffee shops. This collaboration aims to elevate contact center performance across multiple regions, addressing the operational shortfalls that Odeko experienced with previous BPO partners. With the focus now pivoting towards excellence and sustainable growth, Boldr has effectively addressed the gaps in customer satisfaction and operational efficiency that plagued Odeko’s early attempts at outsourcing.

Boldr's approach is particularly focused on streamlining support to Odeko's expanding market presence, which has grown dramatically from 6 to 16 markets within the United States. By implementing a fully embedded Tier 1 support team, Boldr was able to drastically reduce First Response Time (FRT) by an impressive 74%, marking a significant turnaround in the customer experience (CX) that Odeko was being sought after.

Furthermore, the partnership has resulted in a 7.5% increase in customer satisfaction (CSAT) within just six months. This timely enhancement has allowed Odeko to restore faith in outsourced customer service, a crucial element in their strategy to grow beyond just market presence into achieving profitable operations.

David Sudolsky, the Founder & CEO of Boldr, emphasized that the transformation was not merely about improving metrics. “Our team didn’t just deliver metrics – we rebuilt confidence in outsourced customer experience,” he stated. This belief resonates strongly with the partnership's foundational goal: to provide reliable, high-quality support that aligns with Odeko’s vision for sustainable and efficient business practices.

The efficacy of Boldr's support model is underscored by several key operational improvements:

• - 0% team attrition ensures that there is no loss of training and acquired product knowledge, fostering a consistent customer service experience.
• - Coverage during weekends and holidays minimizes interruptions during peaks in customer volume, which are critical for coffee shops mainly operational during these periods.
• - Ongoing coaching and development programs that enhance agent performance and ensure alignment with the brand's voice.
• - Comprehensive quality assurance integrated with reporting systems that track essential KPIs, including FRT and resolution times, allowing for ongoing improvement.

Katie Rose Dawson, Odeko’s Sales and Customer Success Leader, affirmed the impact of Boldr's involvement: “Their team's reliability gave us room to restructure internally. We promoted one of our Tier 2 agents into a strategic support role thanks to Boldr handling the frontline volume so seamlessly.” This illustrates not only the efficiency of the work done but also the possibilities for internal growth within Odeko, facilitated by outsourcing.

This partnership stands as a testament to Boldr’s commitment to socially responsible BPO strategies, which seamlessly blend high-quality customer experience delivery with responsible team management and development. In an era where companies are increasingly assessed on their ethical practices and operational competency, this partnership provides a model for future businesses seeking to scale sustainably while maintaining a values-driven approach.

In summary, the collaboration between Boldr and Odeko demonstrates a compelling framework for how BPO should evolve—leveraging experience and emphasizing customer-centric values, creating a win-win for both parties. The successful implementation of this model places Boldr as a leader in values-driven BPO, capable of offering innovative, scalable support solutions to a diversity of industries. As both companies continue to grow, their partnership will likely serve as a beacon for others aiming to redefine customer service excellence in the fast-paced market landscape.