Ep. 19: How outsourcing customer service helps you scale [Feat. Roman Siepelmeyer, Head of Operational Excellence, GetYourGuide] [Scale Series] - a podcast by SentiSum

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Outsourcing is one of the secrets of scaling up.

As a startup with fast customer growth, you're likely to see rapidly rising demand in customer service, too.

You'll need to react fast through recruitment or innovation in order to maintain customer experience and prevent churn.

But, what if you can't meet that demand quick enough?

"If your workloads increases by 10x, but your customer service doesn't, you just mathematically can't meet customer demands.

So you're too slow. You're not available enough. Nobody likes having issues, but after [a customer has] committed a certain part of their wallet to using a product, and then you can't even reach those wonderful people who've had ruined your day, that's the worst, right?"

This is where outsourcing helps.

A great outsourcing partner can extend your coverage, bring you security and expertise, and drive efficiency through economies of scale.

In this episode of the State of Customer Service Podcast, we cover three core questions:

1. What are the benefits of outsourcing?


2. What are the risks of outsourcing?


3. How to make sure you choose the right outsourcing partner

To answer these questions, we're talking to Roman Siepelmeyer. Roman is the Head of Operational Excellence at GetYourGuide (who raised $484m from Softbank in 2019) and the ex-Head of Shared Service Center at Delivery Hero.

Roman has a lot of experience in designing and managing contact centers, including extensive experience in the outsourcing space, making him the perfect expert to chat to about this subject.

Hope you enjoy the episode!

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