by 5CA | May 19, 2021
Many wonder how on earth CX can help them scale quickly without losing out on quality. Well, we’re here to tell you it’s possible and exactly how we do it.
We get it—CX looks great on paper. It sounds great, too. But it’s more than marketing’s next big talking point: when done right, it’s everything it says it is.
Whether you’ve been in the game for years or just starting out, customer experience is your golden goose. It’s your tesseract. Your Holy Grail.
CX is one of the most important things people still have qualms about. And don’t get us wrong, the qualms aren’t unfounded.
How can you really know if you’ll exceed your targets without risking quality? Because surely, if you’re getting something fast, the quality must suffer, right?
Sometimes. But that doesn’t have to be the case. We’ve proven it’s possible to ramp up at scale while keeping the quality solid. Let’s look at how.
We all know Aesop’s tale about the hare and the tortoise. The hare is so overconfident they’ll win, they decide to nap on the way and wind up losing.
That’s usually the case for CX, too. Traditional brick and mortar customer experiences operate slowly and steadily to great success. But speed is a huge driver.
While steadiness works, you won’t excel if you’re lagging against your competitors. Yet just because you need to scale quickly doesn’t mean you have to leave quality behind.
As 5CA Operations Director, Nuno da Costa, explains: “Partnering with our clients through long-term forecasting with a customer-centric approach allows us to ramp up at speed without compromising quality.”
To execute with speed, you must prepare—often at a slower pace.— Nuno da Costa, Operations Director
To execute with speed, you must prepare—often at a slower pace.
— Nuno da Costa, Operations Director
Regarding CX, the only people who think that are those used to the brick and mortar experience of yore. And while they work, our ways work even better.
Brick and mortar models have been a successful operating model for years—but, in comparison to remote operating models, they do have drawbacks.
This is especially the case when it comes to scalability and quality. After all, when geography is a limitation rather than a superpower, it’s challenging to reach the new heights required by living in an increasingly digital and remote-first world.
In fact, traditional operating models are limited in a few ways: in location, time, and flexibility. So, how does 5CA differ?
We’ve been in the game a long time. Probably longer than most of us want to admit as far as birthdays go. As a result, we’ve also finetuned our own way of doing CX.
Working remotely, we’re able to ramp up way faster than more traditional models. We’re almost limitless in our capabilities because of how we operate.
Not being limited to one place, one time zone, or one language has been huge for us.
Our distributed operating model is the cornerstone of 5CA. We’ve always been a remote-first company, even before most start-ups were a glint in their CEO’s eyes.
So, we’ve always been champions of the remote workforce. And not just what it can do for us in terms of scaling, but what it can do for our agents, too.
Although our mission control is in Utrecht, we work with people from all over the globe. In doing so, we’re able to cover every time zone, making us a truly 24/7 company.
Our distributed model ensures everyone gets quality customer service whenever they need it. A far cry from “call between 8-6” voicemails, don’t you think?
Our ops manager, Miguel Afoichini, recommends having a solid blueprint before ramping up. He says it significantly enhances the likelihood of a successful run.
“Blueprints ensure support departments are ready to fire at all cylinders,” he adds.
“Having structured timelines and clear deliverables minimizes the risk of having to compromise on essentials due to time constraints or flawed processes.”
Structured timelines and clear deliverables minimize the risk of having to compromise on essentials due to time constraints or flawed processes.— Miguel Afoichini, Operations Manager
Structured timelines and clear deliverables minimize the risk of having to compromise on essentials due to time constraints or flawed processes.
— Miguel Afoichini, Operations Manager
Our global talent pool consists of thousands of people from all over the world. We have 40 nationalities across 90 countries speaking over 75 languages and dialects.
We’re a global team with global clients and the potential to dip into billions of talented people. It’s something a static office just can’t compete with.
It’s CX done differently, and we can’t wait to see where we are in five years’ time.
Our Fans of Brands are a knowledge base that keeps on giving. We match clients to brands they love because they love them as much as their customers do.
In using Fans of Brands, those seeking advice can get it quickly and well. After all, the only people who know a brand more than its owners is its customers.
As Operations Director, Gerardo Bono tells it: “In a normal situation, you can rely on tribal knowledge to bring people up to speed; in a rapid growth scenario, you might not have that luxury.”
With our Fans of Brands, you can have both. But Gerardo also suggests keeping important knowledge in a central database, just in case.
Keep important knowledge in a central database everyone has access to and keep it up to date.— Gerardo Bono, Operations Director
Keep important knowledge in a central database everyone has access to and keep it up to date.
— Gerardo Bono, Operations Director
Our lean and agile setup keeps things simple and flexible. While traditional models tend to set rules in stone, we know we need to adapt along with the times.
With a more open structure, we can change things as they see fit. If something isn’t working, we can address it right away with our flexible schedule.
The main challenge is the combination of building a strong and clear structure which is also very flexible. Because of the rapid changes in the world and in our industry, flexibility is essential.— Joep de Jong, Operations Director
The main challenge is the combination of building a strong and clear structure which is also very flexible. Because of the rapid changes in the world and in our industry, flexibility is essential.
— Joep de Jong, Operations Director
We’re a future-ready company superpowered by our incredible global team. Furthermore, the foundations we have in place are without limits.
That makes for unlimited scalability. We’re able to cover all time zones, holidays, and languages. All thanks to our fans of brands.
Because of them, we’re able to guarantee speed without compromising on quality. Because when people are passionate, they can use first-hand knowledge.
And they can do that, because they might have had those same questions once upon a time, as well.
We know better than anyone how much of a long game CX can be. But we also know it doesn’t have to be.
The world is moving quickly, and if we don’t keep up, it can swallow us whole. Thankfully, we have all the tools needed to scale at speed built into our core values.
From a distributed operating model and global talent pool to an extensive and unique knowledge base, we’ve got it covered.
These founding values are why we’ll always stay true to who 5CA is—where even its culture provides a CXperience to remember.
If you want to scale up your brand without risking quality for speed, drop us a line.
At 5CA we’re obsessed with great CX as well as the people who help to shape it. In our new ‘Conversations’ series we sit down with some of the most passionate, interesting people in our industry to talk about what makes for standout customer experience. To kick off our series, our very own Rory Stark is here in conversation with Pascal Debroek.
Most of us in the CX industry know about customer service spikes and the mixed blessing they can be. On the one hand, a product is so popular that thousands are inquiring about it. On the other, the volume is so high, you have difficulty handling it successfully.
5CA’s superpower lies in helping supercharge PX—in speed and satisfaction. But what’s the point in having powers if you can’t share how to use them?