Conduit Global’s COO, Michelle Castillo, explains her visions for Conduit Global and the benefits of operating a “boutique, niche” organization.
As a niche BPO, Conduit Global adapts to clients’ needs. We are a relatively flat organization, so our management team is equally responsible for operations as we are making executive decisions. It’s a very unique approach, and it works. Everyone is hands-on. In an organization of over 4000 employees, I know many of our agents’ names. That is unheard of in this industry.
We all wear many hats, but we also cultivate a team of leaders that have expertise in their functions. This helps us pave the way for growth and innovation. We have leaders from the BPO space and others who come from other industries. This cultivates an environment with a wealth of information that guides us as we move forward in a saturated, competitive space. We just recently brought on our new CEO, Jay Rosenblatt, a technology industry veteran. Our Chief Commercial Officer comes to us from the BPO space and has long-standing relationships with his customers. Together, they bring decades of value building strong partnerships.
This is the year of training. Our new Head of Training and Development, Thomas Zeigler, has spent his entire career in call centers, specifically in training and development. Having worked on both the vendor and client side, Thomas understands the importance of investing in employees. He is devising a comprehensive program strategy that will improve the performance of all our teams. In the past several years, we’ve launched kgb Academy and Conduit Global Academy. Both programs are focused on keeping our employees engaged and prepared for leadership roles. We are dedicated to making coaching sessions consistent and effective across the board, embracing this sense of collaboration across roles and responsibilities. We often have employees within Conduit Global share information with colleagues across departments to improve the overall understanding of our business and how our day-to-day functions affect the organization’s bottom line.
Essentially, because we bring valuable team members from different roles to our team – both from within this space and outside of it – we can gather varied perspectives and build something unique that makes us stand out from the competition. Conduit Global is especially attractive to potential partners because of the connections and relationships we forge with people – from employees to partners and customers.
Doors open when trust is evident. Our clients trust us.
When I sit on daily calls with call center managers, we talk about quality, productivity, attendance. It’s a privilege. A COO at a larger BPO wouldn’t be so involved in the day-to-day operations of the business. I like knowing everything that is happening at all levels of the organization. I prefer it.
When I consider our future, I see us expanding in terms of scope of businesses we serve. We are very technical and detail-oriented, which is why our customers choose us. And we also have high end customer service, so I imagine a strong synergy with businesses in the hospitality space as well. Our agents undergo rigorous training and development that enables them to sell, upsell and cross-sell. I’m really excited about our potential to expand and offering benefits beyond what call center customers typically receive from vendors.
With every decision we make, we always consider how our actions will affect our customers. Our customers are confident that we can answer many of their questions in one phone call rather than waiting for us to respond with the information they need. Because I’m so involved in the day-to-day operations of our business, I often know when there is a problem before I even hear from my customers. I can address issues before they become challenges to our clients.
This is the direction we are moving. One in which we learn everything there is to know. And we’re excited for what is in store – for us, for our employees, and for our customers.