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The eventual goal of all of our Core Values is to be the best version of our Organization that we can be to survive into the future, but we can’t succeed if we don’t work together. This belief helped Bill Gosling Outsourcing (BGO) identify our third Core Value – “Make others Better.”

What this means for the Company

“Make Others Better” might seem like an obvious value, but it is a crucial reminder that any chain is only as strong as the weakest link, and recent studies indicate that each disengaged employee costs their company approximately $20,000 annually. Employees who engage with their work will work harder and be much more likely to act as mentors and leaders for other employees. Our Core Values outline the things we, as an organization, prioritize in our people. It is crucial to us that we build our culture around the idea of “Make Others Better.”

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How BGO “Makes Others Better”

When we decided to adopt the Goose as our inspiration for the direction of the Company, it was with the understanding that geese fly 70% further by flying together in a V formation. They take turns leading and support each other when things are challenging, and they are continually cheering the progress they are making together. Employee engagement is a critical part of the success of BGO. We know that our people are what set us apart.

Employee engagement at BGO begins with recognition, and there are several programs in place to recognize our employees. From our online recognition program “Take Flight” (a partnership with Achievers), to our Dumont-Benjamin Memorial Award, and our BGO Charitable initiatives spearheaded by our voluntary team of employees called the “Guardians of the Gosling”. BGO builds an environment that is an engaging and is a fun place to work.

Our Partners can be certain that we will work with them to improve their business. We analyze all possible data points to identify opportunities for growth. As an added value our Partners can utilize our Customer Loyalty Program to experience new technologies or contact strategies without the added cost outlay. One Partner, a large Canadian Retailer, used this program to launch a 2-way SMS solution, with the design, development, testing and execution all covered by loyalty points.


What this means for our Partners

Our focus on this value provides our partners with engaged Agents – we cannot stress how important this is to retention, lowering costs and meeting expected service levels. Engaged employees are more involved and effective in their jobs. One Partner experienced this first hand, this Partner had a history of ineffective vendors but have had success over their several months with BGO. BGO had to re-forecast  hours for this Client as our Agent’s Average Handle Time (AHT) for each call had dropped from previous outsourcing results. This service improvement is because BGO obsesses about employee engagement and ensures that we “Make Others Better.” This decreased AHT represented a 12% cost-savings for our Partner.

What this means for our Flock

You spend approximately 1/3 of your life at work, that time is much more enjoyable if the right people support you. Who doesn’t want to surround themselves with people who make you a better person and a better employee? Have you ever worked a job where your co-workers were only concerned with making themselves look better to the higher-ups? How likely are you to want to work outside the box or above and beyond your basic job outline? You want to surround yourself with people who support and encourage you to be the best version of yourself.

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BGO encourages our experienced and tenured Agents to mentor and share knowledge and best practices with our new hires. This mentorship is part of our Agent Career Path which outlines the trajectory that a typical Agent can expect to follow to bring them from a new hire to management if that is the path that they want to take.


Are you ready to partner with a company that embodies these Values? Click the link below and see how your business and our solutions can go further together.

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David Rae

David Rae

David started with Bill Gosling Outsourcing in 1983. As CEO, he sets the future direction of the organization, develops services that help with clients’ pain, while ensuring that the strategic direction is aligned to the shareholders’ requirements. During his tenure, the company has expanded internationally, opening offices in the United States and the Philippines. Also known as Razor, David is a drummer extraordinaire and his favorite bands include Blue Rodeo, Lighthouse, Supertramp, The Eagles, Fleetwood Mac, and The Guess Who.

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