#57: Measuring the success of support teams beyond volume, CSAT and resolution time with Sophie Heller, CX Services Lead @ Outschool (already published as #23)

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Product Perspectives

Magali Pelissier

67 episodes

6 days ago

Product perspectives, the podcast for product people that gives a voice to their stakeholders. Each week, I show you the other side of the product: I interview the people who contribute to making products a success. They are engineers, writers, marketers, support analysts, UX designers or sales people. Not only will I give them the credit they deserve but we’ll uncover what makes a good product and product manager from their perspective. Stakeholder management is a key skill for product managers, so just as you’re obsessed with listening to your customers, let’s hear from your stakeholders.

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Technology

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#57: Measuring the success of support teams beyond volume, CSAT and resolution time with Sophie Heller, CX Services Lead @ Outschool (already published as #23)

Product Perspectives

46 minutes 49 seconds

2 years ago

#57: Measuring the success of support teams beyond volume, CSAT and resolution time with Sophie Heller, CX Services Lead @ Outschool (already published as #23)

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.