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Apr 3 2008   9:27AM GMT

iRobot on outsourcing the call center



Posted by: Barney Beal
SaaS implementation, hosted call center

iRobot Corp., maker of the Roomba vacuum and explosives disarming robots, has moved it call center to an outsourced operation. Maryellen Abreu, director of global technical support with iRobot and Josh Ward, call center supervisor with The Jay Group discuss best practices for working with an outsourcer and running a support operation.

In this 13-minute podcast, Abreu and Ward discuss:

  • Why iRobot outsourced the call center
  • The metrics they use in the call center and how they hold their outsourcer accountable
  • Why they’re using on-demand software
  • Integrating voice recognition with service
  • Communication between iRobot and the outsources

 
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For more information on managing a call center:

Measure the costs and benefits of call center centralization vs. decentralization

Keep up with the latest call center developments with our Call Center Manager Learning Guide

Take a call center outsourcing quiz

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Warranty decisions are one reason iRobot’s outsourced call center doesn’t work as well as it should » Smart (Enough) Systems, the blog  |   Aug 13 2008   11:02AM GMT

[...] After a little research I discover that iRobot uses RightNow’s SaaS CRM offering to run their call center which they outsource to The Jay Group. I even found a podcast from the Voices of CRM series in which iRobot and the Jay Group describe their relationship. In the podcast the iRobot and Jay Group representatives make some interesting points: [...]


 

Call Center Outsourcing Services  |   Jan 8 2009   1:26AM GMT

Call Center Outsourcing Services is a global technical support job Group discuss best practices for working with an outsourcer and running a support operation.this was a great job.