iRobot on outsourcing the call center
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
For more information on managing a call center:
Measure the costs and benefits of call center centralization vs. decentralization
Keep up with the latest call center developments with our Call Center Manager Learning Guide
Take a call center outsourcing quiz
Posted: April 3rd, 2008 under SaaS implementation, hosted call center.
[…] After a little research I discover that iRobot uses RightNow’s SaaS CRM offering to run their call center which they outsource to The Jay Group. I even found a podcast from the Voices of CRM series in which iRobot and the Jay Group describe their relationship. In the podcast the iRobot and Jay Group representatives make some interesting points: […]
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