How we solved BIZZBY's Contact Centre Outsourcing issue - MadeYou.eu
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Bizzby – services based app contact centre outsourcing to MadeYou

BIZZBY was looking for a new contact centre outsourcing partner and you can find out more here.

BIZZBY is a London-based home services based app business. Founded in 2006 by entrepreneur Rohan Sinclair Luvaglio, BIZZBY provides a fast and trustworthy matching service between time-poor consumers and experienced tradespeople across the UK.

Since 2014, BIZZBY has fulfilled thousands of jobs per week via the website and mobile app. People can sources services including professional cleaning, plumbers, handymen, electricians and removals.

Excellent customer service is fundamental to BIZZBY’s success. Since autumn 2018 BIZZBY has off-shored its customer service provision to MadeYou Outsource.

 

Full GDPR compliant contact centre outsourcing

Previously, Bizzby, had been outsourcing with a Philippines-based team. However they needed to ensure GDPR compliance, plus consistently high standards of service delivery and so they moved to MadeYou Outsource.

James Bolton, MadeYou Outsource Team Leader, says, “MadeYou Outsource is a small, flexible and highly responsive customer service team. As well as offering full GDPR-compliance, we pride ourselves on our hands-on approach. The Team has full fluency in English and our understanding of the culture of the UK.

“And because we are based in Malta our costs are considerably lower than those of UK-based customer service providers.”

 

Experience as both client and provider

Bizzby started working with Luke Todd, CEO of MadeYou, and his team at MadeYou Outsource in Malta after Marisol Ayres, Head of Customer Service at Zoopla.co.uk, recommended they get in touch with him.

Marisol says, “I’ve worked with Luke Todd for many years and he’s always been professional and has a magic touch when it comes to designing and leading contact centres. I recommended that Emma Crawford, Bizzby’s Customer Success Manager, get in touch with Luke to see how MadeYou Outsource could support her. Luke’s company is based in Malta which means that not only could Emma ensure Bizzby would be GDPR compliant but she’d also benefit from excellent rates and perfect English language skills.”

 

#AppYourService

James Bolton continues: “The MadeYou Outsource team work hand-in-glove with Emma, BIZZBY’s Customer Success Manager, and provide real time feedback to her throughout the working day.

“Plus we also have planned weekly catch-ups, during which I feedback to Emma business critical insights gathered by MadeYou Outsource’s team.

“We are completely #AppYourService whenever and however we’re needed.

“When a request is made via the BIZZBY app for a service, the right professional is connected to carry out the work when the customer needs it.

“We then track progress to make sure the job is carried out at the time agreed and to the customer’s satisfaction. If, for any reason the professional didn’t arrive to complete the job, we’re there to find an immediate replacement to make sure the job is completed on time and to the customer’s satisfaction.

“Our highly educated team are all fluent English speakers and there is only one hour time difference between Malta and the UK.”

 

A Contact Centre Outsourcer with honest and clear communication

Emma concludes, “Our relationship with MadeYou has always been based on honest and clear communication. From the initial meetings, to desk setup and recruitment we’ve been working hand-in-hand and in harmony.”

Are you looking to outsource your customer service? Does this sound like the kind of relationship you want with your outsourcer? Then please get in touch with Luke Todd, CEO of MadeYou, by emailing him on luke@madeyou.eu

Kelly
kelly@madeyou.eu