August 12, 2022



SupportU – Diversifying the BPO Business with Glorious Alternatives 

10 min read

Enterprise Course of Outsourcing (BPO) is a crucial business the world over. The BPO business assists in delivering dependable, vital, and fixed assist to essential enterprise processes. It has extensively tailored to the wants of assorted industries to assist them in streamlining their operations. Industries similar to banking, manufacturing, healthcare, monetary providers, insurance coverage, IT, and many others., take lively assist from the BPO business to enhance productiveness in addition to minimize prices.

One such group is SupportU, headquartered in Phoenix, Arizona. It has constructed itself right into a reliable and result-driven BPO group. It gives specialised providers in touch middle operations, technical assist, buyer care, gross sales, and back-office assist. The corporate offers its providers throughout all of the accessible channels, together with inbound and outbound voice, SMS, chat, and e mail.

SupportU is a lady, minority-owned enterprise course of outsourcing group shaped on some basic ideas. It doesn’t consider within the enterprise of labor arbitrage and needs to create a corporation that betters the lives of others.

The Starting

SupportU was based by Hui Wu-Curtis (Co-founder and COO) and Ron Petrie (Co-founder and CEO). With broad skilled expertise within the BPO business, each shaped the corporate with a number of intentions in thoughts. “My enterprise companion and I’ve at all times labored within the outsourcing business in varied capacities, and we have now realized that—with this mannequin, like anything—it’s time for change and disruption,” Hui says.

The co-founders constructed the group from the bottom up with some easy ideas:

1) Make the funding upfront with the savviest expertise answer that may proceed to evolve as BPO enterprise and markets evolve.

2) All expertise concerns begin with the group’s workers in thoughts and the way these assets will assist them do their jobs higher, sooner, and extra effectively.

3) How the group integrates the accessible expertise stack right into a world of prospects for its purchasers in order that it might evolve its companies ahead.

When requested about how the corporate differentiates its providers from its opponents, Hui says, “It merely comes all the way down to the truth that we take the time to know our purchasers’ companies, go in with a consultative mindset, and ship excellent efficiency, knowledge, and evaluation that’s value-added and actionable for our purchasers.”

Fundamentals of SupportU

The corporate purposefully focuses on offering employment alternatives for individuals of the underserved communities (single-parents, LGBTQ, the previously incarcerated, minorities, ladies, navy spouses, and school college students). It believes in making a secure surroundings for individuals to be themselves, rejoice variety, and see variations as a price.

The BPO firm helps and educates its complete employees to achieve success. It offers its individuals with promotional and profession alternatives in order that they could change their financial situations given their need to succeed. Beginning on the firm’s core with its individuals interprets to offering its purchasers with distinctive service and assist from individuals who wish to be seen as winners — not individuals seen as completely different or much less expert.

“We’ve got created a monitor document of creating enterprise relationships that emulate our values of transparency, accountability, genuineness, and willpower,” Hui quotes on the founding fundamentals of SupportU. The founders have established themselves as consultants within the business with confirmed outcomes throughout many verticals and a robust need to push the boundaries of progress for the BPO business.

The Initiator – Hui Wu-Curtis, COO/Co-Founder

Hui immigrated to the U.S. when she was 5, together with her mother and father and youthful sister. They had been the primary wave of their household to flee the Vietnam Conflict. Her father had solely $200 in his pocket. He was additionally the one one who spoke any English within the household.

Having handled a lot adversity already, her father nonetheless fought exhausting for the household’s survival as a result of he actually believed that the U.S. was a rustic of alternative for everybody.

Whereas in school at San Diego State, Hui labored a part-time job in a name middle, taking calls and relaying messages to individuals’s alpha-numeric pagers. “I lasted about six months as a result of it was horrible. I by no means met my supervisor. There have been so many individuals in all places, and it appeared unorganized. This was not a spot for me,” Hui describes her first job expertise.

A number of years later, she had a chance to return right into a name middle, however in a supervisor capability, so she took the possibility. She thought it could be difficult to study extra about this distinctive surroundings and work out how one may successfully handle individuals who had been at all times tied to the telephones.

Subsequently, she spent the subsequent 25+ years working in varied name facilities in practically all main industries, every time studying as a lot as she may and absorbing all the knowledge. This offered her with the data and hands-on alternative to find out about all elements of the enterprise, perceive present and newer expertise options, and uncover learn how to execute for outcomes.

Over time, she realized that the multi-discipline method in name middle administration has many components which might be all interdependent. She additionally realized to efficiently juggle all of the transferring components of a name middle to make it profitable. “I’ve been requested to create new name facilities, repair the decision middle, or take the decision middle to the subsequent degree, all of which I’ve completed very efficiently over time,” Hui shares.

She noticed all through every firm that minorities, each female and male, wanted to work a lot more durable to get seen, typically by no means being given the chance to develop and advance as a result of they didn’t look, sound, or costume the half. The opposite actuality was that, within the industries during which she labored, very not often had been there any minority leaders or executives that understood and knew the challenges these teams face.

Engaged on the model and BPO aspect, she has developed the distinctive perspective of each.

” As a consumer, I’ve skilled the ache factors of working with BPOs of all sizes and geographical areas. Now, as I’m on the BPO aspect, I do know what purchasers are in search of, and might work with my operational workforce to make sure we by no means trigger those self same ache factors for our purchasers,” Hui tells us.

Along with her years of labor in different organizations, she understood learn how to discover levels of distinction between an organization’s focus and the way it ought to perform. So, she determined to depart the place of CEO in her final firm and begin her BPO together with her enterprise companion, Ron Petrie — himself a former CEO at a smaller BPO and a business-development govt, main sizable gross sales groups for years.

After seeing all of the politics, greed, and mismanagement, the co-founders determined to construct their BPO that targeted on bringing collectively the perfect management expertise, coupled with the perfect expertise, to create a secure, collaborative, and modern surroundings for marginalized individuals. “We embrace and worth variety and can present profession alternatives to them as we proceed to develop,” Hui tells.

In the present day, 65% of employees in a name middle can not afford (or should not supplied) medical insurance. Hui says, “This isn’t okay with us. We really feel that it will be significant for all our workforce members to have medical insurance, which is why SupportU runs as effectively as doable, so we will reinvest these funds into offering medical insurance and different advantages for our individuals.”

The founders strongly consider in a tradition the place individuals see and really feel that they’re vital to the corporate. SupportU is dedicated to placing its workers and purchasers first. By doing so, it continues to drive loyalty and efficiency.

Fashionable Applied sciences within the BPO Business

Each the founders have hung out at corporations the place the expertise was everywhere in the board. Some purchased expertise with out realizing how or the place to make use of it. Some didn’t purchase any expertise as a result of “issues have run simply positive for all these years.” Some merely feared early adoption.

“First, expertise is NOT the answer to all the things. It’s not going to repair all of your firm’s issues magically. What expertise CAN do is present a really efficient software(s) to run your enterprise, IF given the proper outlook of the way it interplays with individuals and processes,” Hui explains.

“We’ve got been lucky sufficient to speculate upfront in the perfect expertise. The perfect doesn’t imply the most costly. We had been very deliberate in how we constructed our expertise stack of options. We appeared for answer suppliers that had an modern answer, who had been versatile, agile, and entrepreneurial in spirit,” she provides.

SupportU needs to push the boundaries of success in operations and repair supply in partnership with these varied answer suppliers. The group’s method to contemplating its expertise options at all times had its individuals in thoughts.

Does it make workers’ jobs simpler? Does it present visibility to its management in an simply digestible means for them to handle and make enterprise choices? Does the expertise answer assist the corporate establish the place it wants to assist individuals? Does the expertise assist firm to establish problems with which its purchasers must be conscious?

A few of the hardest jobs in any name middle are on the frontline agent and supervisor ranges. SupportU has constructed its expertise stack with a few of the most modern and fluid options available in the market to

1) Assist its workers, so that they acquire proficiency sooner and outperform others

2) Present management with the instruments to handle their operation and folks successfully

3) Establish points and tendencies for its purchasers’ companies, and

4) Permit for the corporate to run effectively in order that it may possibly reinvest financial savings again into its individuals through healthcare and different advantages

There are a lot of BPOs that do nice work with their expertise options, however as a consumer, Hui discovered it exhausting to visualise how these options would profit her enterprise. SupportU offers that consultative method, understanding the purchasers’ enterprise fashions and proposing alternatives for expertise options that may assist develop and advance their corporations. SupportU takes the guesswork out of the equation and offers alternatives for his or her purchasers.

There are a lot of expertise options on the market, and the founders perceive the necessity to sustain with them from a market consciousness facet, however many corporations should not keen to make a giant funding simply but. The corporate has completed a number of pilots for purchasers in order that they will expertise the performance of a selected expertise and the way it impacts buyer expertise with out an enormous capital funding upfront.  It’s a smarter means of leveraging outsourcing partnerships along with labor assist.

Preventing the Pandemic

“Quite than trying backward, I’m specializing in the long run. COVID-19 continues to permeate many nations, and there appears to be no finish in sight. As a enterprise, we should be savvy sufficient to know how and what we have to do to pivot throughout this new regular,” Hui says.

“We additionally should take heed to what the aftermath is telling us. Whereas we will proceed to uphold the security protocols of distancing individuals at work or using work-from-home, there may be additionally the numerous theme of “The Nice Resignation.” For the primary time, an enormous portion of our workforce is telling us that they’re drained and fed-up with employers treating them poorly at work; bored with low wages, poor working situations, horrible bosses, lengthy commutes, and many others.,” she provides.

SupportU is aiming to be that disruptor within the BPO area as a result of, though it’s a smaller participant, its executives come from a lot bigger firms who perceive what it means to be aggressive, to distinguish, and to worth expertise. The corporate is making investments in its individuals and expertise whereas remaining agile. Our potential to be extremely adaptive and versatile is vital to our success.

Phrases of Steerage

Some entrepreneurs, who know little or no about BPOs, turn out to be profitable out of blind luck. Others actually study and work exhausting to achieve success. For anybody who needs to get into this area, study as a lot as you possibly can in regards to the operations and what purchasers are in search of. Then ask your self why you wish to get into this enterprise. It’s a relationship-based enterprise, and constructing your community and popularity issues. It additionally takes funding to get your operations began.

“Beginning a BPO isn’t not like beginning different companies, however you have to decide if that is one thing you need to do or is it one thing you love doing. When you love doing it, then all of the exhausting work will repay,” Hui advises.

“We created SupportU as a result of we love this and needed the flexibility to run an organization the proper means, and we consider strongly in giving again to our individuals and our group within the underserved areas. We’re mission- and value-driven, and consider that by doing the proper factor, all the things else will observe,” she provides.

Aims for 2022 and Past

Within the BPO enterprise, it’s about planning, constructing your pipeline of alternatives, and networking. Nothing occurs in a single day. “We’re nicely ready in our planning course of to be just a few steps forward as we proceed to develop. Our applied sciences and processes are automated, and for small corporations, this simply doesn’t occur on the early phases,” Hui notes.

“We’re big-company minded with big-company assets for our future and well-positioned for development. Ron and I are at all times watching the assorted markets, shifts, and new entrants in order that we perceive the altering situations within the market,” she provides.

The corporate is watching, studying, and gauging actions in and across the business in order that it may be proactive and prepared versus reactive. “Given the proper consumer curiosity, we’re additionally versatile to function in different geographical areas, however for now, we’re focusing our supply onshore within the U.S.,” says Hui.

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