SupportZebra Proposal for Omio
Delivering Scalable Workforce Solutions, AI-Enhanced Training, and Fully Optimized Zendesk Implementation
SupportZebra Proposal for Omio
Welcome to our comprehensive solution designed specifically for Omio's customer support needs. We're excited to present our approach to delivering:
Scalable Workforce Solutions
Flexible staffing model that adapts to your seasonal demands and unexpected volume spikes
AI-Enhanced Training
Cutting-edge tools to reduce ramp-up time and improve agent performance
Optimized Zendesk Implementation
Fully configured platform integration with Amazon Connect for seamless omnichannel support
Flex Staffing with SupportZebra
Our innovative approach to workforce management that combines stability with flexibility
What is Flex Staffing with SupportZebra?
A staffing model where Omio maintains a core team of dedicated agents while having on-demand access to a trained contractor bench for quick scale-up or scale-down.
This approach reduces overstaffing costs, improves responsiveness to demand spikes, and maintains high service levels without long-term headcount commitments.
Key Features
  • No minimum hour guarantees for contractors
  • Cross-training on 2–3 accounts for faster ramp-up
  • Pay-per-shift model with optional incentives for urgent coverage
How Does it Work?
Core Team
Dedicated agents covering Omio's baseline demand
Contractor Bench
300–500 pre-trained independent contractors available for surge or drop in volume
Scheduling System
  • Shifts posted 1–3 weeks in advance
  • Contractors bid on preferred shifts
  • Surge pricing used to fill urgent gaps
Intra-Day Flexibility
  • Voluntary Time Off (VTO) offered during low demand
  • Instant call-outs for last-minute spikes
Training Model
  • Front-loaded training investment
  • Knowledge retention supported by periodic refreshers
  • Optional LMS integration for faster onboarding
Example: Global Pizza Brand
Scenario
Sports game goes into overtime → order volume spikes unexpectedly
Flex Response
  • Real-time shift notifications sent to contractor pool
  • Surge pay activated to attract more agents immediately
Result
  • Service levels maintained
  • No overstaffing before or after event
Extreme Case
When a competing BPO was hacked, SupportZebra onboarded 100 new agents within ~1 week to cover client demand
Benefits & Value
Cost Savings
Reduce wasted payroll from overstaffing, optimize for cheapest viable geos
Speed & Agility
Scale up/down with hours or days notice instead of weeks
Quality Maintenance
Cross-training, LMS, and refreshers maintain high standards
Agent Satisfaction
Flexible schedules attract and retain top talent; gig-economy style engagement in a BPO context
How It Fits Omio's Operations
  • Seasonal ramps: scale up in summer, scale down in winter without layoffs
  • Weekly/daily fluctuations: adjust coverage for holidays, promotions, or disruptions
  • Complex case handling: bench pre-trained on Omio's frequent edge cases

Projected fixed overhead for bench: $3K–$5K/month to maintain readiness
Zendesk + Amazon Connect Implementation
Delivering a fully optimized support ecosystem tailored to Omio's unique requirements
What SupportZebra Does
Full partnership with Zendesk's BPO Partnership Sales Office
Skilled in Zendesk Enterprise rollouts and Amazon Connect setup
About to achieve Top-Tier AWS Service Delivery Partner certification
Delivers a fully implemented, fully optimized Zendesk environment
The Value of Zendesk + Amazon Connect
Unified Support Platform
Chat, email, and phone in one ecosystem
Seamless QA & AI Integration
Live transcription prompts, "Next Best Action" suggestions
Scalable Telephony
Amazon Connect adapts to seasonal spikes
Future-Proof
Zendesk is phasing out legacy telephony providers — Amazon Connect is their strategic choice
Innovation Team Advantage
Audit & Implementation
Deep-dive into systems, workflows, and training
Configuration Expertise
Routing optimization, custom reporting, workspace personalization, IVR flow design
Cross-Team Collaboration
LMS + AI-assist + QA integrated into Zendesk
Continuous Improvement
Live feedback loops based on real call/chat data
Value of the Innovation Team's Audit
1
Phase 1: Discovery Audit
Review Zendesk setup and readiness
2
Phase 2: Gap Identification
Pinpoint tech limitations and automation opportunities
3
Phase 3: Pilot & Implementation
10-FTE test to validate improvements
4
Phase 4: Optimization
Continuous updates to AI and workflows
Training & AI-Assist
Accelerating agent proficiency and enhancing performance through innovative learning approaches and AI support
The Challenge
Cases are increasingly complex; simpler ones handled via self-service/chatbot
New agents require 1 month of training + 2–3 months ramp-up
High variability in policies makes memorization impractical
SupportZebra's Training Approach
LMS-Based Modular Training
Carrier-specific modules with comprehension tests
Blended Learning Model
Self-serve materials + live sessions + practice
Continuous Learning
Refresher courses and performance tracking
AI-Assist for Agents
Agent Knowledge Bot
Internal chatbot trained on Omio's knowledge base
Real-Time AI Assistance
Next Best Action prompts, live transcription-based suggestions, instant policy retrieval
Outcome
Faster handling times, reduced errors, shorter ramp-up from months to weeks
Benefits to Omio
1
Short-Term
Faster productivity for new agents
2
Mid-Term
Lower handle times, improved CSAT
3
Long-Term
Preserve institutional knowledge despite attrition
10-FTE Pilot Proposal
A low-risk opportunity to validate our approach and demonstrate measurable improvements
Pilot Scope
Team Size
10 FTEs (mix of core and flex-trained contractors)
Duration
Recommended 90 days
Coverage
Voice, chat, email via Zendesk Enterprise; optional Amazon Connect integration; AI-Assist tools included
Pilot Objectives
The pilot provides a controlled environment to measure improvements across all key performance indicators
Pricing
$2,100
Monthly FTE Rate
Per agent
$500
One-Time Onboarding
Per FTE (negotiable)
$26k
First Month Total
$21k
Subsequent Months
Why Start with a Pilot
Low Commitment, High Insight
Test our approach without a major investment
Immediate Data on Operational Improvements
See measurable results within weeks
Foundation for Long-Term Partnership
Build an ROI-driven relationship based on proven results