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

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