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#23: Measuring the success of support teams beyond volume, CSAT and resolution time with Sophie Heller, CX Services Lead @ Outschool
My guest today is Sophie Heller. Sophie leads the CX Services team at Outschool, a marketplace of live-online classes for kids. She joined the company as employee #2 as its first customer support agent and has since seen the company grow to 200; the support inbox now contains 100+ people, spread over several internal teams and an outsourcer. Sophie's team works to equip the inbox, including 50+ outsourced agents, for any changes to Outschool's website or policies, providing services including documentation, training, and quality assurance.
Sophie explains how she helped to scale the business and how they support 10,000 teachers and respond to 5,000 tickets per week. She has mastered the art of knowledge sharing within her company, with a mix of different training material, good release preparation processes and also a feedback loop with the product team. I've enjoyed learning about how Outschool measures quality of the replies to customers, as opposed to usual metrics like CSAT, volume and time to resolve queries. I hope you'll love hearing her real-life stories and you'll better understand how support teams operate after this episode.
You can contact Sophie on Linkedin.
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By Magali PelissierMy guest today is Sophie Heller. Sophie leads the CX Services team at Outschool, a marketplace of live-online classes for kids. She joined the company as employee #2 as its first customer support agent and has since seen the company grow to 200; the support inbox now contains 100+ people, spread over several internal teams and an outsourcer. Sophie's team works to equip the inbox, including 50+ outsourced agents, for any changes to Outschool's website or policies, providing services including documentation, training, and quality assurance.
Sophie explains how she helped to scale the business and how they support 10,000 teachers and respond to 5,000 tickets per week. She has mastered the art of knowledge sharing within her company, with a mix of different training material, good release preparation processes and also a feedback loop with the product team. I've enjoyed learning about how Outschool measures quality of the replies to customers, as opposed to usual metrics like CSAT, volume and time to resolve queries. I hope you'll love hearing her real-life stories and you'll better understand how support teams operate after this episode.
You can contact Sophie on Linkedin.