Outsourcing customer service needs to be integrated into Peak Design’s overall business strategy, weaving outsourcing into the very fabric of the business’s decision making and operations to achieve their vision for customer service.
To build their envisioned dedicated customer service team, Booth & Partners provided Peak Design with a shortlist of pre-vetted, highly-skilled talent who matches their culture and business needs. Peak Design was able to get to know each candidate individually, assessing whether their soft skills will be the right fit for their team.
They initially started with 3 employees (a Team Leader and 2 Senior Customer Service Associates) under a fully managed service model where Booth & Partners was responsible for managing the day-to-day operations, with key performance indicators that include CSAT and service-level agreements to meet the daily target of handling customer service tickets within a 6-month period.
After a 6-month period, Peak Design was confident in their team and processes to move from a Managed Services model to a Staff Leasing work-from-home model under the guidance of the Booth & Partners Operations team. To date, the Peak Design team has grown to 13 full-time staff under the customer service team in a fully remote work setup.