OP360

iQor Welcomes OP360

j.opleda — Mon, 05 Jan 2026 19:50:05 +0000

Together, we’re expanding global CX capabilities with a shared commitment to people, performance, and exceptional customer experiences.

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Year-End Community Impact Across the Philippines and Colombia

OP360 Team — Wed, 17 Dec 2025 14:47:48 +0000

Ridgefield, Connecticut (December 17,2025) — In 2025, OP360 demonstrated its commitment to community impact through OP360 Cares, focusing on disaster recovery in the Philippines and education support in both the Philippines and Colombia, showcasing tangible achievements that reinforce its social responsibility.

Following the recent earthquake in Cebu, OP360 Cares mobilized quickly to support affected employees, families, and local communities. Through a collective effort involving OP360 team members from the United States, the Philippines, and Colombia, along with a $10,000 company match, OP360 raised a total of $36,738 for earthquake relief. This demonstrates OP360’s dedication to community support and reassures stakeholders of its responsiveness.

Beyond emergency response, OP360 continued its long-term commitment to education as a key part of sustainable impact, donating $21,500 to school initiatives in the Philippines and $15,000 to schools in Colombia to enhance learning environments and access to resources for underserved communities.

“At OP360, our ESG efforts are deeply rooted in how we value our people,” said Ben Roberts, President and COO of OP360. “When our employees’ communities thrive, our people thrive—and that belief drives how we respond in times of need and how we invest for the future.”

OP360’s ESG strategy is centered on employee well-being, community resilience, and shared responsibility. By uniting disaster relief and education initiatives under OP360 Cares, the company continues to live its promise of A Better Way—combining business excellence with meaningful social impact across its global footprint.

As OP360 moves into the new year, it remains dedicated to expanding its ESG initiatives, strengthening community partnerships, and empowering employees to contribute actively to positive change, fostering continued support and engagement from stakeholders.

Learn more about OP360 Cares and OP360’s ESG initiatives.

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OP360 Donates to Local Schools in Barranquilla to Support Infrastructure Improvements

OP360 Team — Tue, 02 Dec 2025 11:25:42 +0000

Barranquilla, Colombia (December 2, 2025) — OP360 is proud to continue strengthening its commitment to community development through #OP360Cares, this time supporting two local schools in the south of Barranquilla: Colegio Miguel Ángel Builes and Colegio Alberto Assa.

During a recent visit, the OP360 team delivered a donation focused on enhancing the schools’ educational infrastructure—reinforcing our belief that safe, inspiring learning environments are essential to student success.

Improving Spaces That Shape Futures

The contribution will support several key upgrades across the two schools, including:

Renovation of the main entrance gate
Improvements to the science laboratory
Repairs and enhancements to the dining hall
Installation and maintenance of air conditioning units
Additional facility improvements that promote a safer, more comfortable environment for students and staff

The improvements aim to create learning spaces that help children thrive academically, socially, and emotionally—making community members feel proud and connected to our shared mission to uplift neighborhoods through meaningful, sustainable action.

A Warm and Joyful Welcome from Students

The visit was filled with heartfelt and memorable moments. Students from both schools prepared cultural presentations, including traditional dances and artistic performances, to express their gratitude. OP360 team members joined the festivities, dancing with children and strengthening our community bonds.

“The donation day was a truly magical moment, where we had the opportunity to dance, connect, and share with the students, and even learn from them. It was an experience that reminded us of the power of community and the impact we can create together,” said Oscar Gil, Colombia Country Manager of OP360.

A Lasting Commitment to Community Efforts.

OP360 remains deeply committed to continuing its work through #OP360Cares, supporting initiatives that create long-term, positive change for children, families, and communities across the region. This effort reflects who we are—an organization driven by purpose, compassion, and our mission to build A Better Way for all.

Learn more about our Social Responsibility Programs.

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OP360 in Colombia Honored with Social Impact in Education Award

OP360 Team — Mon, 17 Nov 2025 14:58:21 +0000

Barranquilla, Colombia — OP360 is pleased to announce that our Colombian team has been honored with the prestigious Social Impact in Education Award. This recognition not only celebrates our unwavering commitment to education through our Corporate Social Responsibility (CSR) program, #OP360Cares, but also enhances our reputation as a socially responsible organization.

Presented at a ceremony recognizing organizations that champion educational advancement, this award reinforces OP360’s deep-rooted belief that learning creates opportunities—and that these opportunities transform lives.

More about the event: https://americana.edu.co/

A Recognition of Purpose and Impact

This award highlights the work our Colombia team has poured into uplifting communities through education-focused initiatives. Guided by our people-first values and purpose-driven culture, OP360 continues to invest in programs that make a meaningful difference in the lives of our employees and their families.

Scholarships That Create Real Opportunities

As part of this recognition, OP360 received:

These scholarships, a testament to our commitment to personal growth, will directly benefit OP360 employees and their family members—helping them pursue higher education and broaden their future career pathways. It’s a tangible step in our mission to empower individuals through learning and reinforce our belief that education is the foundation for long-term progress.

Living Our Values Beyond the Workplace

This milestone is more than an achievement—it’s a reflection of the collective heart of our OP360 community. From #OP360Cares initiatives to our ongoing investment in talent development, we remain committed to creating A Better Way for our people, partners, and communities.

We’re honored by this recognition and inspired to continue expanding our positive impact in Colombia and beyond.

Learn More About Our Commitment to Social Impact

Discover OP360’s comprehensive ESG commitments and community initiatives.

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Holiday Retail Ramp: CX Trends That Define Every Peak Season

Michael O'Neil — Thu, 13 Nov 2025 10:29:56 +0000

Holiday Retail Ramp: CX Trends That Define Every Peak Season

November 13, 2025

Every holiday season, retailers face the same high-stakes challenge: turning soaring demand into loyal, long-term customers. While sales may spike, so do customer expectations, and the brands that thrive are the ones that deliver seamless, personalized, and proactive customer experiences (CX) across every touchpoint.

The Modern Holiday Shopper

Recent research from Deloitte indicates that shoppers are starting their holiday shopping earlier, spending more intentionally, and integrating their online and in-store experiences. Meanwhile, MobiLoud reports that mobile now drives more than 65% of all holiday purchases, with app users spending up to three times as much as desktop shoppers.

In short: convenience and connection win. Customers want to move effortlessly from browsing on their phones to chatting with an agent, to picking up in-store, all while receiving consistent and empathetic support.

AI and Automation Power Smarter Support

Retailers are leveraging AI-driven tools to forecast demand, personalize recommendations, and provide real-time support. From automated chatbots that resolve FAQs instantly to AI workforce tools that forecast volume spikes, innovative technology is now essential for keeping CX efficient and scalable.

Omnichannel Experience Is the Baseline

The line between digital and physical retail is gone. Customers expect to engage through their preferred channel — social, chat, email, or phone — and receive the same level of service across all channels. Unified CRM systems and well-trained, channel-agnostic teams are essential for maintaining consistent customer experiences.

Returns and Post-Holiday Care Build Loyalty

Returns are no longer an inconvenience—they’re an extension of the brand promise. MobiLoud notes that post-holiday return volumes can rise as much as 30%. Brands that approach returns with empathy, clarity, and flexibility turn what could be a pain point into a loyalty opportunity.

Agility and Scalability Are the Ultimate Advantage

During peak season, customer volumes can surge by 200–300%. Companies that can scale quickly—without sacrificing brand voice or service quality—win big. Cross-training, flexible scheduling, and data-driven staffing models are now critical components of retail CX strategy.

How OP360 Helps Retailers Thrive During Holiday Peaks

At OP360, we understand the rhythm of retail, its seasonality, surge cycles, and the crucial role of empathy and agility in every customer interaction. Our partnerships with leading retail and DTC brands have taught us what it takes to build scalable, brand-aligned CX operations that perform under pressure.

Scalable Excellence

For a Fortune 500 athletic goods company, OP360 launched a 25-agent chat pilot that scaled rapidly—adding over 100 agents for their holiday ramp, delivering 100% attendance during Black Friday and Cyber Monday, and ranking #1 in both response time and volume handled per agent.

AI-Enhanced Efficiency

Leveraging AI-driven workforce tools, OP360 enhances efficiency and coverage forecasting in real-time—ensuring customers never experience a surge.

Omnichannel Consistency

From chat and email to voice and social support, our teams maintain consistent tone and empathy—making every interaction feel like a conversation with the brand itself.

Bilingual and Multilingual CX Reach

Peak season often brings a global audience, and multilingual support can make or break the customer experience. OP360’s bilingual operations in Colombia help retailers connect authentically with Spanish-speaking customers across the Americas. We currently support 12 partners from Colombia, 11 bilingual (English/Spanish) and one trilingual (English/Spanish/Portuguese), reflecting the growing importance of multilingual CX as nearly one in five U.S. consumers now identifies as Spanish-speaking.

By offering bilingual coverage without separate language-based queues, OP360 ensures that every customer, regardless of their language, receives the same empathetic and efficient experience, all powered by unified, culturally attuned teams.

Turning Peak Season Into a CX Advantage

Every holiday ramp tells a story of preparation, adaptability, and customer care. Retailers that invest in their CX foundations—combining AI intelligence with human empathy—don’t just survive the surge; they thrive. They build brand equity that lasts long after the decorations come down.

At OP360, we help retailers deliver A Better Way to serve, connect, and scale—ensuring every customer interaction adds up to lasting loyalty.

Ready to elevate your next retail ramp?

Discover how OP360 delivers A Better Way in retail CX.

Michael O'Neil

Senior Vice President for Strategic Account; As an engineer with a consultative mindset, Michael brings a unique approach to problem-solving and client engagement. An effective and persuasive communicator with strong interpersonal and management skills, his career spans over 30 years, making him a recognized motivator and mentor in his field. His expertise focuses on developing solutions through innovative and imaginative strategies designed to achieve maximum benefits for his clients. When he isn’t busy helping companies thrive, Michael enjoys a good round of pickleball.

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OP360 Celebrates Customer Service Week 2025: “We Make Magic Happen” Across Global Sites

OP360 Team — Thu, 30 Oct 2025 16:12:28 +0000

Ridgefield, Connecticut (October 30, 2025) — OP360 proudly celebrated Customer Service Week 2025 from October 6 to 10, bringing together thousands of its team members across global sites to honor the spirit of service and the people who deliver exceptional experiences every day.

The week-long celebration, themed “We Make Magic Happen,” was a vibrant display of our unwavering commitment to a people-first culture. This culture, rooted in creativity and collaboration, was evident in every event, from athletic challenges to mental wellness talks. It’s a testament to our belief that it’s the individuals who make every customer interaction extraordinary.

“Customer Service Week is our way of recognizing the heart of OP360—our people,” said Ben Roberts, COO and President of OP360. “Their dedication, empathy, and resilience transform every conversation into an opportunity to deliver a better experience. This celebration reminds us that great service isn’t just what we do—it’s who we are.”

Philippine Highlights: Fun, Wellness, and Gratitude

Each day at our Philippine sites was a unique celebration of teamwork and well-being, with a different theme:

Athletic Monday: Employees kicked off the week in sporty attire, promoting energy and camaraderie.
Sweet Treat Tuesday: Onsite teams were treated to taho, a sweet local favorite, to start the day with smiles.
Wellness Wednesday: Mental health sessions focusing on positive psychology and stress management empowered employees to prioritize self-care.
Team Trivia Thursday: Site-wide trivia games tested knowledge and teamwork, with prizes for top performers.
Mission Possible Friday: The week closed with a gesture of appreciation, as donuts were served to service and security personnel who keep OP360’s operations running smoothly.

Colombia Highlights: A Magical Twist

In OP360 Colombia, each day was themed after a spellbinding adventure inspired by the world of Harry Potter:

Discover Your House, Discover the Magic: Employees joined “houses,” participated in games, and earned points in the Epic Duel of Houses.
Recharge Your Magic: A day dedicated to wellness, featuring yoga, massages, and sound healing sessions.
Unlock the Unknown: Tarot-inspired looks, “Mystery Box” challenges, and creative amulet-making fostered curiosity and fun.
Fun Is Our Spell: Employees enjoyed “Poison Mocktails” and a voice care station promoting vocal wellness.
Celebrate the Magic Together: The celebration culminated in awarding top-performing houses, a photo booth experience, and treats for all.

Throughout all our sites, the week was a testament to our core value—A Better Way. It was a week filled with joy, connection, and appreciation for the people who bring our client partnerships to life every day. This core value inspires us to always seek better ways of doing things, fostering innovation and growth.

About OP360

OfficePartners360 (OP360) is a people-first outsourcing solutions provider that helps the world’s fastest-growing companies scale seamlessly. With deep industry expertise, AI-enabled tools, and a culture built on care, OP360 delivers A Better Way to grow—empowering teams to perform, innovate, and thrive.

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How AI Breaks Language Barriers in Offshore CX

Jessica Calise — Wed, 08 Oct 2025 18:16:46 +0000

How AI Breaks Language Barriers in Offshore CX

October 8, 2025

Offshoring has long been a strategic move for companies seeking to scale efficiently while keeping costs under control. But despite its advantages, one challenge continues to stand out across the BPO industry: the language barrier.

Customers want to feel understood—no matter where they’re calling from or who’s on the other end of the line. Yet, in offshore environments, even the smallest language barrier can create friction, lead to misunderstandings, or necessitate the need to repeat information multiple times. These moments can make or break the customer experience.

At OP360, clear communication is the foundation of great CX. That’s why we’ve partnered with Krisp, a cutting-edge noise cancellation and voice enhancement platform, to help our agents and customers connect more clearly, confidently, and naturally—every time.

Why the Language Barrier Still Matters in BPO

While globalization has made offshore outsourcing mainstream, customer expectations have also risen in tandem. By 2025, 89% of businesses are expected to compete primarily on customer experience, rather than price or product. And research shows that CX leaders grow revenue 80% faster than their competitors.

Recent policy discussions—such as the proposed Keep Call Centers in America Act—are bringing renewed focus to the quality of communication in offshore operations. Under this bill, callers could request to be transferred back to a U.S.-based human agent, even when initially connected to an offshore representative or AI system. That shift underscores the growing demand for clarity, trust, and transparency in every customer interaction, regardless of geography or channel.

Misunderstandings, even small ones, can create frustration, lead to repeat contacts, and lower CSAT scores. The reality is that language barriers don’t always come from limited English fluency. More often, they stem from:

Accents and pronunciation differences make certain words more complicated to understand.
Technical jargon or cultural references that don’t translate directly.
Background noise makes it harder for customers and agents to focus on the actual conversation.

In short, even the best-trained agents can struggle when external factors affect clarity.

How Krisp Strengthens OP360’s Communication Advantage

Our partnership with Krisp was initially designed to neutralize background noise, a common pain point in contact centers. By eliminating distractions such as typing sounds, street noise, or background conversations, Krisp ensures every customer interaction is professional and crystal clear.

But Krisp doesn’t stop there. As highlighted in our recent collaboration on testing of noise and accent conversion technology, this platform is paving the way for bridging deeper communication gaps. Imagine offshore teams being able to fine-tune their pronunciation in real-time or reduce accent-based misunderstandings, without compromising the authenticity of their voice.

For OP360 clients, that translates to:

Higher CSAT scores thanks to fewer misunderstandings.
Shorter call handling times, since customers don’t need to repeat themselves.
More confident agents, who can focus on empathy and problem-solving rather than being understood.

Looking Ahead: AI-Powered Communication Without Borders

The future of offshore BPO lies in combining people-first service with technology that enhances human connection. With Krisp’s innovation in noise cancellation and accent conversion, OP360 is helping redefine how global teams communicate—making conversations smoother, faster, and more meaningful. This reassures us that technology is not replacing the human voice, but rather amplifying it, ensuring every interaction is clear, consistent, and customer-focused.

This is where OP360 sees the most significant opportunity: a future where technology doesn’t replace the human voice, but amplifies it—ensuring every interaction is clear, consistent,

Final Thoughts

At OP360, we acknowledge that the language barrier has long been recognized as one of the most significant challenges in offshore outsourcing. However, with innovative partnerships like ours with Krisp, we are proving that communication clarity is not just possible, it’s scalable. Our partnership with Krisp is a testament to our unwavering commitment to providing the best solutions for our clients and their customers, ensuring they feel valued and important in every interaction.

Because when customers feel heard and understood, everything else — efficiency, trust, loyalty — follows.

Discover how OP360 blends people-first service with technology that breaks communication barriers.

Jessica Calise

Vice President for Marketing; Jessica has been living and breathing marketing for over 20 years, specializing in strategies that ensure client success. A creative leader and skilled communicator with experience in digital products, end-user engagement, and innovative B2B and B2C solutions, Jessica is able to efficiently guide OP360’s go-to-market positioning as a leading BPO that offers “a better way to outsource” by working closely with the Sales team in understanding the client and customer journey at every stage.

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The Keep Call Centers Act: Regulation as Competitive Advantage

Michael O'Neil — Wed, 08 Oct 2025 17:54:54 +0000

The Keep Call Centers Act: Regulation as Competitive Advantage

October 8, 2025

The Keep Call Centers in America Act (S.2495) could reshape how companies approach their support operations—but here's what many organizations miss: regulatory change doesn't have to mean competitive disadvantage.

The Keep Call Centers in America Act isn’t new—a version was introduced in 2019 but stalled in committee when COVID-19 shifted legislative priorities. The 2025 version comes back stronger, with bipartisan sponsorship and provisions that address the weaknesses that killed the earlier attempt.

Here’s what matters most: The bill would give customers explicit rights to request transfer to U.S.-based human agents during any service interaction—whether they’re speaking with AI or a human agent offshore. Beyond this consumer right, the legislation would introduce monthly fines for companies that offshore without proper disclosure and place non-compliant companies on a public list for five years. The Departments of Labor and Commerce would build enforcement infrastructure to track offshoring notices, audit AI usage, and monitor compliance across thousands of companies.

The reality check: Will this actually pass?

Bipartisan sponsorship and AI transparency concerns signal genuine political momentum, and the stronger enforcement provisions address the previous version’s fatal weaknesses. However, significant business opposition, implementation complexity, and resource requirements for federal monitoring could delay or dilute the final version.

Our assessment? There’s moderate momentum, but the smart move isn’t to bet on passage or failure—it’s to prepare for multiple scenarios while maintaining operational flexibility.

Rather than viewing potential regulation as purely restrictive, we can leverage technology to create customer experiences that satisfy both compliance requirements and business objectives—often exceeding what traditional domestic operations deliver.

The New Model: Digital Intelligence + Human Touch

The optimal customer service model isn’t purely automated or purely human. It’s strategically layered. Technology handles the first mile through AI-powered IVR and chat systems that manage initial contact and gather critical information. Humans handle the complex mile when automation reaches its limits, ensuring issues receive the attention they deserve. The outcome? Problems get resolved through the most appropriate channel, maximizing both customer satisfaction and operational efficiency. Combining cutting-edge technology with intelligent geographic positioning creates customer experiences that excel regardless of where regulations land.

This isn’t theoretical. We’re seeing it work right now, with offshore operations outperforming domestic teams on the metrics that matter most: customer satisfaction, sales conversion, and quality scores.

Four technology pillars that level the playing field

Recruitment and Training that Actually Works

Our SmartRecruit Platform uses Azure-powered analytics to identify candidates with optimal aptitude and cultural fit, while Zenarate's AI-driven roleplay scenarios let agents practice realistic customer interactions before handling their first live contact. Better-trained agents demonstrate measurably higher confidence, leading to improved performance and dramatically reduced attrition.

Communication Without Barriers

Krisp technology provides real-time accent conversion that removes strong accents while maintaining natural voice characteristics. Combined with real-time translation for both voice and chat, these tools unlock global talent pools while maintaining high-quality customer interactions that drive satisfaction and loyalty.

Quality Management that Sees Everything

Prosodica analyzes customer emotions during every single conversation—not just a 2-3% sample—providing comprehensive insight that traditional sampling cannot deliver. The system detects sentiment shifts in real-time and provides immediate coaching cues, enabling agents to adjust dynamically. Automated speech event detection identifies critical moments like empathy expressions and security verifications, enabling instant compliance verification. You know exactly what's working, what's not, and what to do about it for every agent, every day.

Operational Efficiency that Compounds

8Flow tracks exactly where agents spend their time and what separates high performers from those who struggle. By comparing efficient and struggling agents, the system reveals specific workflow improvements and automates repetitive tasks without requiring heavy IT investment, reducing both handle time and agent frustration.

At OP360, we’ve built technology partnerships around principles that minimize client burden: no heavy lifting required, security simplified, rapid deployment, intuitive interfaces, focused solutions, and demonstrated value from day one.

Strategic geographic positioning: The two-location advantage

Not all customer service work is created equal. The optimal operations strategy matches interaction complexity and requirements with regional strengths.

The Philippines excels at high-volume customer care like email support and live chat, technical help desk operations, healthcare support with appropriate HIPAA compliance, insurance services, 24/7 coverage leveraging time zone advantages, and senior-focused support where patient, empathetic communication proves particularly effective.

Colombia excels at premium customer experiences for high-value segments, healthcare escalations requiring cultural sensitivity, financial services including fraud resolution and complex account management, technical escalations benefiting from time zone alignment, social media management requiring cultural nuance, and crisis management where cultural alignment and overlapping working hours matter most.

The proof is in the pudding: For a leading self-storage company that turned to outsourcing for the first time, OP360 implemented a technology-enabled offshore solution that addressed significant concerns about potential negative impact on Customer Satisfaction and Sales Conversion Rates—the metrics that directly impacted their bottom line–and helped them cut costs in half.

Concerns about offshore quality aren’t inherent limitations—they reflect implementation approaches. With appropriate technology and strategic execution, offshore operations can exceed domestic performance while delivering substantial cost advantages.

Your path forward

The companies that will thrive aren’t those hoping S.2495 fails—they’re the ones preparing to excel regardless of what happens in Congress. Early preparation for compliance requirements, combined with technology enablement, creates advantages over competitors who delay adaptation.

Our approach delivers regulatory resilience through preparation for multiple scenarios, technology adaptability that maintains competitive advantage regardless of regulatory environment, geographic flexibility enabling rapid adjustment to changing requirements, and outcome focus on measurable business results rather than location compliance alone.

Whether S.2495 passes in its current form, passes with modifications, or stalls again in committee, companies that adopt this approach will maintain competitive advantages through superior technology utilization, strategic geographic positioning that balances cost and quality, operational flexibility enabling rapid adjustment, and demonstrated results that prove offshore excellence rather than accepting limitations.

The future of customer service belongs to organizations that view regulatory requirements not as constraints but as opportunities to differentiate through strategic preparation and technological sophistication.

The question isn’t whether change is coming—it’s whether you’ll be ready to turn that change into competitive advantage.

Michael O'Neil

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OP360 and 8Flow Showcase Double-Digit Productivity Gains and Joint Innovation at CCW Nashville

OP360 Team — Fri, 26 Sep 2025 13:10:16 +0000

Ridgefield, CT (September 26,2025) – OfficePartners360 (OP360), a people-first global outsourcing partner, and 8Flow, a leading AI workflow intelligence platform, are shining a spotlight on their innovative partnership at this year’s Customer Contact Week (CCW) in Nashville. Together, the two companies will share how they helped a Fortune 500 retailer achieve double-digit productivity gains in just six weeks—with zero client lift.

In a live case study presentation titled “Driving Double-Digit Productivity Gains in Six Weeks with AI Workflow Intelligence,” Josh Russ, Co-Founder & COO of 8Flow, and Michael O’Neil, SVP of Strategic Accounts at OP360, will walk attendees through the transformation. The session will take place on Friday, October 24, from 12:00 to 12:45 p.m. Full session details are available here: CCW Agenda.

The collaboration between OP360 and 8Flow has delivered measurable impact for global clients:

0 %

increase in chats closed through targeted coaching and workflow optimization

0 %

higher agent productivity powered by real-time workflow insights

hours saved per agent, per week through automation of repetitive processes

“With 8Flow, we saw exactly how our agents were working. That clarity gave us the levers we needed to coach smarter, automate faster, and close more chats — all without any changes to the process and with zero resources from our client,” shared Sam Collier, CIO at OP360.

This success underscores OP360’s unwavering commitment to pairing AI-driven intelligence with human expertise—helping clients scale with speed, accuracy, and efficiency. The joint CCW presentation reflects the companies’ shared belief that AI workflow intelligence is redefining frontline customer experience.

About OP360

OfficePartners360 (OP360) is a fast-growing, people-first outsourcing partner providing customer experience, back-office, and specialized support to leading brands worldwide. With innovation at its core, OP360 blends human expertise with advanced technology to deliver scalable, measurable results across industries.

About 8Flow

8Flow is an AI workflow intelligence platform designed to give enterprises visibility into how work gets done at scale. By uncovering inefficiencies and automating repetitive processes, 8Flow empowers organizations to boost productivity, streamline QA, and deliver superior customer experiences.

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Mastering Online Community Safety

Tom Moskal — Fri, 26 Sep 2025 09:41:40 +0000

Mastering Online Community Safety

How OP360’s strategic partnership built community trust and enabled global scale

Higher Efficiency vs Client Target

5 %

Voluntary Attrition

Headcount Growth in 1 year

140 +

The Challenge

A global leader in the gaming and entertainment industry needed a content moderation partner to safeguard its massive online community. The client required a solution that not only mastered complex online safety policies and exceeded strict KPIs but also built a resilient team to support strategic global expansion.

Solution

OP360 launched a team in Colombia with a “people-first” culture, achieving unprecedented stability. We developed a collaborative train-the-trainer model to rapidly launch a second global site in the Philippines, ensuring operational and cultural alignment.

We implemented a robust QA calibration process, achieving full scoring independence and exceeding client quality standards within 90 days. OP360 provided flexible staffing for additional languages, proving scalability and leading to a formal service expansion.

Results

We quickly established a new benchmark for trust and performance. Within the first year, our success in exceeding the client’s quality and scalability expectations led to a significant expansion of the relationship into new languages and geographies. This solidified our role as a trusted partner in the client’s global growth strategy.

Tom Moskal

Vice President of Global Client Services; Tom’s extensive experience in the customer service industry ensures that each and every client relationship at OP360 is successful and always equipped for growth. Tom’s career in outsourcing spans 17 years, throughout which he has held a number of roles, including Customer Service Representative, Supervisor, Contact Center Manager, and Account Manager, before heading OP360’s talented Client Services team.

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