Division of Superior Group of Companies
Division of Superior Group of Companies
OVERVIEW
Most companies pick an outsourcing partner based on price alone, and that’s the wrong first move. In this episode of The Guru Way, host Matt McGorge and Ben Alpert, VP of Strategic Development at The Office Gurus, break down what really separates a true CX partner from a vendor that just processes volume, and why the best outsourced teams are outperforming in-house operations on CSAT. If a bad experience left you skeptical of outsourcing, this episode makes the case that the partner was the problem, not the strategy.
DEEP DIVE
Read our article, Total Cost of Outsourcing: What Cheap Rates Really Cost You, for a deeper dive into how hidden costs like AHT, attrition, and ramp time can quietly erase the savings of a lower hourly rate, and what to evaluate instead.
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GUESTS & HOSTS
Vice President of Client Experience & Growth
Matt McGeorge is the Vice President of CX & Growth at The Office Gurus (TOG), where he leverages nearly 20 years of contact center industry experience spanning global operations, business development, and executive leadership to align customer experience design with business development. Rather than treating outsourcing as a mere cost reduction, Matt combines CX architecture and commercial strategy to design delivery models that eliminate friction, drive loyalty, and turn partnerships into strategic investments. Ultimately, he stands as a growing voice in advocating for outsourcing as a powerful tool for customer retention and brand value.
Vice President of Strategic Development
With extensive experience in the BPO/EPO space, Ben builds high-impact client partnerships across industries including healthcare, fintech, energy, legal, home services, insurance, retail, and ecommerce, crafting customized nearshore, offshore, and onshore delivery models across TOG’s operations in El Salvador, Belize, the Dominican Republic, the Philippines, and the United States. Known for a relationship-first approach, he aligns TOG’s dedicated agent model, GuruAssist, and AI agent capabilities with each partner’s operational needs, and is a recognized voice on workforce optimization, multilingual customer care, and the evolving role of AI in contact center performance.
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