What We Heard
Portfolio: TX + Northeast; bilingual (EN/ES) a must (~30% Spanish).
Current: 3 BPOs (Belize/El Salvador, Mexico, Colombia); attrition + ramp quality = challenges.
AWS Connect-first approach; want partners fluent natively in Connect.
Exploring a Mexico-based remote hub with 30 FTEs.
25–30% inbound sales, rest care.
QA to be vendor-owned with Rhythm feedback.
Our Fit in One Slide
Nearshore Mexico Remote Hub, 100% bilingual EN/ES.
Amazon Connect Service Delivery Partner; proven Zendesk + Connect expertise.
Performance culture: dashboards, SPIFs, KPI-aligned incentives for sales.
Attrition control: intensive first 90 days → tenure ~3 years once ramped.
Dedicated Leadership: each pod has 1 Team Lead + 1 QA (not shared).
Compliance: SOC 2, PCI-DSS; ISO 27001 in progress.
Team Structure – 30 FTEs (Mexico, Remote Hub)
Pods
2 pods of ~15 agents each (mix of care + inbound sales).
Leadership ratio
15:1, with dedicated TL + QA per pod.
Shared functions
Workforce Management, Training, Ops Manager, Reporting Analyst.
Mix
~25–30% inbound sales, rest customer care.
Channels
Voice, chat, email in AWS Connect.
How We Tackle Attrition (Your #1 Risk)
Front-loaded selection & bootcamp in 2–4 weeks.
90-day program with close coaching + rapid feedback.
KPI-linked incentives (conversion, CSAT, adherence).
Competitive Pay + Bonuses: Reps earn competitive market pay + up to 50% OTEE bonus, fully funded by SupportZebra.
Result:
Strong retention, motivated agents, and sales/care alignment.
QA & Reporting (Vendor-Owned, Client-Guided)
Quality Assurance
1 QA per pod (dedicated): bilingual audits, weekly calibration with Rhythm.
Dashboards
ASA/FRT, AHT, CSAT/NPS, QA, adherence, conversion, acquisition.
Reporting Cadence
1
Daily
KPI snapshot + variances
2
Weekly
VOC + insights
3
Monthly
MBR deep dive
Flex / Surge Staffing
SupportZebra's WFM team builds flex/surge layers on top of the 30-FTE base.
Levers
Part-time + intra-day ramp up/down, seasonal forecasts.
For Rhythm
Flex around billing cycles, ERCOT demand, move-in/out spikes.
Case Example – US Pizza Chain (300 reps)
- Blended workforce (FT + PT) → surge for peaks, lean for lows.
- Outcome: SLA met at peak + lower overall labor cost.
Service Scope (Care + Inbound Sales)
Care
Billing, MVI/MVO, holds, disconnects, complaints, escalations.
Inbound Sales
Plan education, acquisition, win-backs, add-ons.
Bilingual EN/ES routing with agent option to switch mid-conversation.
Pricing (Mexico, Remote Hub)
We align compensation with results while keeping reps motivated.
Rep Benefits:
- Competitive pay at market level.
- Bonuses for Reps, shouldered by SupportZebra, tied to KPIs.
Commercial Snapshot
Location
Mexico (Remote Hub)
Team Size
30 FTEs (2 pods)
Leadership
Dedicated TL + QA per pod (not shared)
Rate
$16/hr per rep (all-in rate)
Included
TLs, QAs, WFM, Training, Ops Management
Compliance
SOC 2, PCI-DSS, ISO 27001 (in progress)
Implementation Timeline (2–4 Weeks Recruitment)
1
Week 0–1
Discovery & Design: KPI lock, Connect config, playbook setup.
2
Week 2–3
Recruitment & Training: bilingual agents, bootcamp, QA calibration.
3
Week 4
Go-Live Pod 1: soft launch, daily standups.
4
Week 5–6
Go-Live Pod 2: full 30 FTEs live, flex/surge layers added.
5
Week 7+
Optimize: dashboards, RPA pilots, quarterly KPI resets.
Why SupportZebra
AWS Connect-native, Zendesk/CCaaS expertise.
Dedicated TL + QA per pod for quality assurance.
Competitive pay + bonus plan drives retention + performance.
Attrition control program: stabilize, then scale.
Flex/surge staffing tuned to energy demand cycles.
SOC 2 + PCI certified, ISO 27001 in progress.
Next Steps
01
Confirm team size (30 FTEs) and launch window.
02
Approve KPI & target baselines for pricing tiers.
03
Kickoff with Ops/WFM/Training → recruitment begins.
04
Launch first pod in ~4 weeks, second pod by weeks 5–6.