What partnering with Odondo looks like…
We understand the importance of a seamless and efficient client onboarding process. From the moment you reach out to us, you'll experience our commitment to providing the highest level of support, guidance, and expertise to make sure that this is as smooth and stress-free as possible.
Straightforward onboarding that moves quickly
Starting off on the right foot is vital. On our discovery call, your Client Success Manager will work through the details of the engagement with you. They’ll work with you to align on the following:
- Ideal agent profile
- Days and hours of service
- Channels being supported (e.g. phone, email, chat, ticket)
- Systems & tools in use (e.g. CRM, ticketing system, dialler, knowledge base)
- Type of support use case (e.g. overflow, blended, bilingual, technical)
- Reporting requirements
- KPI & SLAs
Discovery typically only takes one call, but if you need more time to engage with additional colleagues on specific areas, that’s no problem.
You wouldn’t hire just anyone in-house, and neither do we. Unlike typical outsourcers who need to assign spare agents regardless of fit, we source agents that align with your ideal agent profile.
So whether you need people who are: great on the phones, problem-solvers, to mirror your customer demographic, or whatever it is you need – we deliver specific agent expertise in line with your requirements.
And we’ll manage your outsourced agents closely to help ensure that only the best-suited agents are supporting your business long-term.
Agent training & going live
No one knows your business like you do, which is why we ask for the first round of agents to be trained by you with our Team Leaders in attendance. It’s no different to training in-house staff. Plus, it gives you confidence that the team know exactly what they need to do to get the job done properly.
Once we know what success looks like, we’ll take over any future training sessions if the agent group needs to change or grow – lifting this burden away from you going forward.
Only once you’re happy that the first group of agents are properly trained and set up with the appropriate tech do we go live.
You’ll have a dedicated Account Manager who talks to you and keeps you informed regularly. We’ll also set you up on the Odondo portal so you can see how agents have been performing, who’ll be working when, and what they’ve been up to. Plus, we’ll handle ongoing:
- Agent training
- Agent management
- Quality assurance
- Performance analysis
- Reporting, and more
You can meet with us at a cadence that suits you. And we’ll discuss your ongoing resource needs, campaign performance and strategy.
Trusted by customers across a wide range of industries
Here’s what they have to say
Frequently asked questions
Yes, Odondo’s agents are experienced at working flexibly alongside our clients’ in-house teams in a range of sectors.
We act as a seamless extension of your team, providing you with the additional capacity you need, when you need it.
But don’t just take our word for it — read our Arbor Education case study to see what our clients think.