Following the decision to incorporate the EOS model into our organization, we looked to update our core values to better reflect who Bill Gosling Outsourcing (BGO) has become. We needed to figure out what qualities our essential team already possessed and how we could reflect/convey them moving forward. BGO has always prized itself on our “outside the box” thinking, which lead to our fourth Core Value “Creativity and Innovation”.
What this means for the Company
We must be creative and innovative ourselves, as ‘old factory thinking’ will not win the race. We do not need to create the next great invention, but it does mean we will innovate to continually build a better solution for our Partners and ourselves. We need to execute faster and more effectively by making our solutions and services superior…superior to our competition and superior to what our Clients can do alone.
Our operational excellence team must work in collaboration with our partners and our in-house development team to offer true omnichannel solutions. Relieving Client pain points holistically, not just individual issues. Only by offering a full-service solution can we truly innovate their business. The BGO Flight Plan, for example, provides Clients with an in-depth, detailed deep dive into our Client’s business, presenting a fully omnichannel solution to their communication pain points, letting our Client’s business take fight.
How BGO Prioritizes “Creativity and Innovation”
BGO offers our valued Partners a loyalty program. This program is designed to reward our Partners for trusting us with their business by providing them with loyalty points that they can “spend” on new technologies, improvements to training programs, or any of our other value-add programs. One Partner, a large Canadian retailer utilized these loyalty points to launch a 2-way SMS solution, where design, development, testing and execution were completely covered for the Client. Another Client, in the Financial Services Sector, tested a program that uses 1 and 2-way SMS to validate a customer in real time, when the customer is unable to confirm identity through other methods.
BGO is disrupting the traditional training program for call centre Agents. Training is available to our Goslings on-demand: it is social, shareable and bridgeable. We are transitioning away from our dependence on an 1800-style classroom and moving to an era where participants demand knowledge in just-in-time delivery, and in the format of their choice. We are moving past the time where facilitators download a manual full of information to memorize and hope that the student can transform facts on slides into behaviours at their desk. Our vision is rooted in traditional learning tools (such as Kirkpatrick, Bloom’s Taxonomy and the Conscious Competence Model). Those traditional roots collide with technology, innovation and new demands of our learners to produce skill and behavior development at the time and place it is required.
What this means for our Partners
Our Core Focus is “Your Business, our solutions, further together.” This means we work with our Partners to help their business to work more efficiently, for less. Part of our strategy for our Clients is to offer top tier technology that provides new, undiscovered opportunities to connect with their customers. We want to help our partners take their business to the next level.
One Client, a global logistics provider, approached BGO as a result of our success in implementing an IVR solution for them. They required a solution to address efficiency and ease of communication issues that they were facing between them and their customers/vendors. BGO, instead of adding additional voice or Agent-led solutions, proposed a complete overhaul of the Client’s digital portal. This new portal will allow customers to make online payments, print or email copies of their invoices, check the status of their package and opt-into SMS or email notification for their deliveries. The portal also allows the Client’s vendors to immediately update the system with delivery confirmations and any payment updates. This Client was open to innovating the solution to their problem and BGO was ready to apply our creativity to the issue.
What this means for our Flock
Creativity comes from inspiration. BGO wants to encourage different thinking among our Flock and we encourage our employees to make suggestions on how we can be better for them and for our Clients. We have an open door policy in our organization, with glass walls and open air desks situated throughout the open-concept office. We encourage our Goslings to get to know our Senior Management at monthly casual networking events. These events are available for Goslings at every level of the organization, an employee can be with the organization for just a day and be a part of an event where they sit down with the company President. BGO encourages growth from within and some of our Goslings have amazing career path stories that they are able to share with new employees.
Call centres, full of Agents, buzz constantly, but providing opportunities to step away from that buzz and have some fun with coworkers can release stress and encourage creativity in our organization. It could be a competition where the winner gets to “Pie” one of their managers, or a Ping Pong tournament in our games room to encourage competition and have some fun. These events help to foster an environment that is fun and one where our Agents can be creative.
Creativity also leads to autonomy with our Agents, our Agents are trained on how best to represent our Client’s brand, and we trust them to make the right decision to help customers. Although we do regularly QA our services, we don’t micromanage each call the Agent takes and that allows our Agents to think outside of the traditional box and find imaginative ways to help.
Are you ready to partner with a company that is moving forward with imagination? Click the link below and see how your business and our solutions can go further together.