WISPAmerica 2019 Show Daily Day 2

1 6 WISPA merica 2019 I MARCH 19 - 21, 2019 www.bekabusinessmedia.com DAY 2 Auxillium Looks to Reinvent Call Centers for Smaller Operators B usiness process outsourcing has expe- rienced dramatic change during the last several years. With the recent merger and acquisition binge by larger and midsized BPOs, it is increasingly difficult for companies to find a partner that can support smaller proj- ects. That’s where Auxillium comes in. Call center and back office services provider Auxil- lium is looking to change the traditional delivery model by focusing on clients whose needs are smaller in scale, such as WISP providers and after-hours programs. The name Auxillium, which means “to help or aid” (it can also mean “the antidote or remedy”), is new to the industry, but the company is not. The BPO service provider was founded by its parent company, Project Resources Group, more than 12 years ago under the name BOSS (Business Optimiza- tion Support Services) and recently rebranded under Auxillium. In turn, the company has created a unique environment, dubbed its “Specialized Group,” that can effectively support projects as small as five to 10 FTE, and after hours that resolve the subscriber’s issue – not just an answering service. Auxillium’s Specialized Group utilizes a structured PEER coaching process and several techniques developed by its staff that ensure exceptional performance even at a smaller scale, said the company. In addition, the unique envi- ronment allows its management structure to be leaner, which empowers the company to offer a very competitive rate – regardless of project size. The Specialized Group also can be used as a transformational test bed, whereby Auxillium takes a small portion of your overall project and focuses squarely on customer experience through the lens of “customer emotion.” “We then add value via process improvement that can be applied to the larger project scope,” said the company, “dramatically improving your CX environment at a much larger scale.” m Join Google Wednesday March 20, for an Animal Farm Session on Google technology for the CBRS ecosystem. The hour-long session starts at 3:45 p.m. in room 205 on the second floor. Google Down on the Farm