Summary
In this episode of ‘Your Customer Your Success’, host Gary Marra speaks with Josh Nutter, Vice President of Business Development at OP360. They discuss the mission of OP360 in enhancing customer experience through outsourcing, the challenges faced in the industry, and the importance of training and managing outsourced teams. Josh shares insights on the role of AI in customer service, the metrics used to measure performance, and the significance of communication between sales and operations. The conversation also highlights success stories in outsourcing, the importance of customer feedback, and personal insights from Josh on professional growth and outreach.
About OP360
· Global business process outsourcing (BPO) company
· Focus on world-class customer experience through people, technology, and thought leadership
· Operates as an extension of clients’ in-house teams in locations including the Philippines and Colombia
· Specializes in both customer support and back-office operations
Outsourcing Misconceptions
· Outsourcing has evolved significantly over the past five years with increased investment in employee experience
· OP360’s philosophy: they won’t work with organizations that aren’t as passionate about their customers as OP360 is about their employees
· Outsourcing benefits extend beyond cost savings to include scalability, increased service levels, and 24/7 operations
Managing Exceptional Service Levels
· OP360 boasts an impressive attrition rate of less than 4%
· Complete managed service offering: recruiting, training, and managing to SLA outcomes
· Each team is built specifically to client needs rather than fitting clients into a standardized approach
· Training process includes certifying trainers on client culture, values, and product knowledge
AI Integration in Contact Centers
· Strategic partnerships with multiple AI technologies
· Client-focused approach: OP360 doesn’t drive AI investment for direct consumer interactions
· AI applications in recruitment (better talent matching), training (sandbox environment with realistic scenarios), and performance management
· 30% increase in ramp to proficiency using AI-enhanced training
Performance Metrics
· Core metrics typically include quality metrics (NPS, CSAT) and productivity measures
· Analysis of survey feedback categorized as “controllable” vs. “non-controllable” factors
· Internal client satisfaction monitoring through ENPS scoring twice yearly
Success Stories
· Legal sector: Started with a 10 FTE pilot, now supports 28 different lines of business with 500+ FTEs
· Healthcare: Improved patient experience for a multi-location clinic with 60+ offices by centralizing patient engagement functions
Audio Chapters
01:17 Introduction to OP360 and Its Mission
03:59 Addressing Customer Experience Challenges
05:24 Misconceptions About Outsourcing and how it can help
07:30 Training and Managing Outsourced Teams
10:32 The Role of AI in the Organization
12:46 Metrics and Performance Management
15:06 Ensuring Communication Between Sales and Operations
17:28 Success Stories in Outsourcing
22:25 Gathering and Acting on Customer Feedback
24:14 “Does It Hold Water?”
30: 35 Chip Shots
🔗 Connect with Josh
📱 LinkedIn: https://www.linkedin.com/in/joshnutter/
🌐 Website: https://www.op360.com
Email: josh@op360.com
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