The Silicon Review
Technology is developing at breakneck speed, so communicating and working with teams across the world is also gaining significance. Accordingly, Business Process Outsourcing (BPO) has been growing in popularity. In almost every industry, businesses can now outsource non-core processes while they can focus more on the core business functions. The BPO industry is continuing to develop, and we should anticipate some interesting trends in this segment. BPO is basically a subset of outsourcing that involves contracting third-party service providers for various business responsibilities and operations. Businesses worldwide are embracing BPO because they make it easier for them to optimize the process management.
BPO provides a high level of flexibility, improves cost efficiency, better competitive advantage, diversity in skills, and a more global presence. Skybridge Americas is a business process outsourcing company that provides customer care, sales, technical support, emergency roadside dispatching, back-office support, medical and appointment scheduling across all channels; inbound and outbound voice, email, chat, SMS text, USPS mail, and social media. With their cloud-based, virtual platform, Skybridge delivers a uniform experience for all agents and consumers within a stable, secure environment across all contact channels. By providing real, actionable data, Skybridge enables smarter decision making without CapEx Investment or other operational expenses so often associated with acquiring and maintaining technology. Skybridge’s “Agents Anywhere” platform allows them to recruit from top talent pools throughout Canada and the United States and enables them to ramp up and down seamlessly quickly.
Skybridge Americas was founded in 1953, and it is based in Minneapolis.
In conversation with Andrew Bosko, CEO of Skybridge Americas
Q. Businesses often fail to speak out with their target audience due to outdated or non-compatible marketing strategies. How do you help your clients bridge the gap between their brands and consumers?
Skybridge has maintained decades-long relationships with some of the world's most beloved and iconic brands. We've stayed so successful because we've always taken the concept of partnership very seriously. We truly collaborate with our clients, and we're totally invested in their success. That's what separates us from most contact centers: that level of shared stakes, partnership, and collaboration. Our clients aren't hiring us just to deliver a script. They're relying on our agents to understand their goals, embrace their brand promise, and deliver superior customer experience. Our Agents Anywhere delivery platform allows us to carefully identify, recruit, and retain associates who fit the profile of a successful Brand Agent and show a distinct affinity for our client's product or service. This creates an intense passion for pleasing the customer on every call. Moreover, our clients count on our leadership team to share industry trends, provide key customer feedback, and be an active participant in their planning process. Everything we do is focused on helping our clients build up their brand equity.
Q. Trust is a difficult attribute to measure and a delicate dynamic to maintain. How do you maintain this with your employees and clients?
We build trust by hiring for integrity and promoting our capabilities transparently. We maintain trust through consistent, open communication with all of our stakeholders. That means we’re in continuous communication with our employees and our customers, using multi-level formal and informal communications. Whenever we find gaps, we make improvements and close the loop by communicating our actions.
Q. How do you deal with the “never ending change” in digital transformation?
There will always be newer, better technologies – and unforeseen disruptors – around every corner. That’s just the reality of the customer care industry now. Today, if you don’t have in-house technology experts to monitor those developments and the financial resources to invest in the right ones – you run very real risks of failing to keep up with your customer needs. That fact was driven home in a very sobering way when COVID-19 came along. Skybridge Americas was one of the few North American providers who had already invested in total remote capability and scalability. So, our agents were already set up at home and fully supported by the platform and security technology they needed to provide seamless service to all of our customers. But when that happened, we pretty quickly recognized that we were in a position to share what we knew with other companies. At that point, we decided to help our own clients and any company trying to transition to at-home, retain their employees, and keep their business operational.
Q. Do you have any new services ready to be launched?
We’re excited to be launching our new conversational Artificial Intelligence solution. By mapping ideal call paths and using cutting edge speech recognition, we’re able to seamlessly route calls between IVR, chatbot, and live agent, based on call type and customer need. At any point, even mid-call, our virtual agents are capable of transferring the customer, along with all of the data collected during the call, to a live agent. This ability to automate simple and complex call types with teams of virtual and live agents has allowed us to deliver greater efficiency and productivity to our clients.
Meet the leader behind the success of Skybridge Americas
Since joining Skybridge America’s in 2016, CEO Andrew Bosko has been leading the company through a dramatic brand transformation. With 25 years of executive leadership experience in the industry, Andy has a clear sense of how customer care contact centers need to evolve in order to stay relevant and in demand. He has successfully overseen major technology and systems upgrades, redesigns of process and infrastructure, and the transition to at-home customer care agents. Prior to joining Skybridge Americas, Mr. Bosko held executive leadership roles with a number of sales and customer care organizations. He was a pioneer in the work@home movement as Sr. Vice-President of Sales and Marketing for Alpine Access, the contact center industry’s first pure work@home BPO Company. Most recently, he served as Chief Operating Officer at iPacesetters, LLC. Before earning his MBA from Northwestern University, Mr. Bosko attended Loyola University Chicago, on an athletic scholarship for swimming and water polo, helping his team advance to the NCAA tournament three times.