iRobot Corp., maker of the Roomba vacuum and explosives disarming robots, has moved it call center to an outsourced operation. Maryellen Abreu, director of global technical support with iRobot and Josh Ward, call center supervisor with The Jay Group discuss best practices for working with an outsourcer and running a support operation.

In this 13-minute podcast, Abreu and Ward discuss:

• Why iRobot outsourced the call center
• The metrics they use in the call center and how they hold their outsourcer accountable
• Why they’re using on-demand software
• Integrating voice recognition with service
• Communication between iRobot and the outsources

 

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For more information on managing a call center:

Measure the costs and benefits of call center centralization vs. decentralization

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Take a call center outsourcing quiz