Ep. 27: How Otrium successfully changed BPO while scaling [Feat. Svitlana Gaunt, CX Operations Lead at Otrium] - a podcast by SentiSum

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This week on the podcast, I’m catching up with Svitlana Gaunt, the Customer Experience Operations Lead at Otrium.

Otrium is the fastest growing startup in the Netherlands and they raised $130m in March this year to accelerate the international expansion of their online fashion outlet marketplace.

In this episode, you’ll hear about how Svitlana and the Otrium team successfully set up a brand new outsourcing provider and ensured they delivered on Otrium’s expectations of premium quality customer service.

We get tips on motivating an outsourced team, instilling your culture even when you cant meet in person, and how best to communicate clear expectations.

If you listen through to the end you’ll get to hear a great definition of high-quality customer service and some tips on maintaining a customer-centric culture as you scale up.

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