25 Years in CX & Beyond – with James Reynolds of Peak Outsourcing

We get a veteran’s perspective of the evolution of the CX industry in this week’s episode of the Outsource Accelerator Podcast. James Reynolds, Chief Revenue Officer of Peak Outsourcing, comes in to share his background and views on the growth of outsourcing. 

Peak Outsourcing and its growth

James introduces Peak Outsourcing. 

“[It’s] a BPO that partners with clients across various industries, provides tailored support services [for] customer experience, back office operations, marketing, technical support…

One of the things that sets us apart is how we combine global talent and how we leverage our footprint and where we are across the world and with a highly personalized approach.” 

He describes their three main categories of services, covering: 

• Typical call center services
• Creative and technical specialized services
• Core specific services, particularly in the construction industry

James is proud of how far Peak Outsourcing has come. Though he frequently hears comments saying that they could grow faster still, James’s focus lies elsewhere. 

“The idea is to really be methodical and strategic in how we approach our business.” 

Peak Outsourcing has two locations in the Philippines (Makati and Dumaguete), and has also expanded into the LatAm market with a base in Belize City.  

Seeing the industry evolve

James tells of how he began his career in outsourcing early on. 

“I started in a contact center working overnight, frontline telco business. [I was] working with customers [in] bilingual technical support [and] customer support.” 

James has seen a lot of developments rock the industry throughout his work, including the most recent technology of AI. 

“I’ve seen a lot of changes and I think this is just the next natural evolution to how we’re leveraging technology in our world and our work, particularly from a CX perspective, a contact center operations point-of-view.” 

He echoes what should be the first response, which is to ask what place the development has in their operations. 

“I think the question that we all have sometimes is when we see this kind of new rush or this new wave of capability that comes is ‘How do we harness it? How do we use that in the best way possible to advance and improve our overall outcomes? 

How are we able to leverage all of this technology?” 

Still, he believes that it all comes down to the same service offering. 

“From a CX perspective, I don’t know if our expectations around quality and accuracy have changed that much. 

Things like being able to reach out when you need to through the channel that works best for you [and] being able to get an accurate, timely response in your first interaction regardless of what it is.” 

For James, there’s a more core element that needs to be nurtured. 

“With all of the technology, a lot of that responsibility at the end of the day still comes back to a person, sitting in your contact center. It’s very important to keep that in mind– how those people are treated. 

The key fundamental item is to think about our teams that way as well as customers.”  

Building trust and partnerships

Peak Outsourcing is no stranger to clients that are outsourcing for the first time. James explains how his team gets them on board. 

“In the initial courting process, [they’re] thinking about how this relationship could work. And so our team really understanding that is really important because that helps us understand what we want to be able to highlight and showcase [and] what these relationships can bring to an organization.” 

He also highlights making the effort to adjust to specific requirements. 

“We’re very focused on the culture fit, and so we take time to match our teams with our client’s culture and their communication style.” 

A culture of self-improvement has also enabled them to advance.

“It’s really transformed into ‘How can we do better? What more can we bring? What more do you need to be able to bring these types of insights and recommendations and how we can address these things going forward?” 

If you’re interested in keeping up with what Peak Outsourcing is doing, you can check out their website and LinkedIn profile. You can also reach out to James via LinkedIn. 

For any other questions, you can email us at [email protected].