After previous, lackluster Business Process Outsourcing (BPO) experiences, software leader Odeko partnered with Boldr to scale high-quality support from 6 to 16 markets, cutting First Response Time, driving stronger, measurable customer satisfaction + operational efficiency (within six months!)
LOS ANGELES, June 24, 2025 /PRNewswire/ -- Global outsourcing leader Boldr is redefining contact center excellence through its transformative partnership with Odeko, a rapidly growing provider of tech, logistics and supply services for independent coffee shops. As Odeko expanded into 16 U.S. markets, Boldr delivered a fully embedded Tier 1 support team, helping restore trust in outsourced CX, reducing First Response Time (FRT) by 74% and increasing CSAT (customer satisfaction) scores by 7.5+% in just six months.
"Seriously, you all are the best," said one Odeko customer. "When people talk about customer service, they should use you as the standard."
Odeko's previous BPO experience failed to meet operational and CX benchmarks, leading to a backlog in Tier 1 queues, high team churn and low customer satisfaction. Boldr was selected to stabilize and scale Odeko's customer support function, aligning with the company's shift from growth-at-all-costs to profitable, efficient growth.
"Our team didn't just deliver metrics – we rebuilt confidence in outsourced customer experience," says David Sudolsky, Founder & CEO of Boldr. "We're providing consistent coverage, quality interactions and a support model built for growth and sustainability. Our collaboration helped Odeko's Tier 2 team return to high-impact strategic work."
Boldr's results-driven approach to contact center delivery include:
- 0% team attrition, ensuring consistency and deep product knowledge.
- Weekend and holiday coverage, minimizing disruptions during peak demand.
- Ongoing coaching and L&D (learning & development), elevating agent performance and voice alignment.
- Integrated quality assurance and reporting, tracking and improving KPIs (key performance indicators) like FRT and resolution time.
"Boldr's performance has been outstanding," says Katie Rose Dawson, Odeko's Sales & Customer Success Leader. "Their team's reliability gave us room to restructure internally. We promoted one of our Tier 2 agents into a strategic support role thanks to Boldr handling the frontline volume so seamlessly."
This partnership underscores Boldr's leadership in values-driven BPO, combining high-caliber customer experience delivery with socially responsible team development. Contact center and CX leaders seeking scalable, values-aligned support solutions now have a proven model to follow.
Odeko is a software, logistics & supply company for independent coffee shops. Operating in 16+ U.S. markets, Odeko helps small businesses streamline ordering, inventory and operations so they can focus on serving great coffee.
Boldr is a mission-driven outsourcing company and the largest B Corp-certified BPO globally. With a presence in the U.S., Latin America, Africa and Asia, Boldr builds global contact center teams that drive measurable CX outcomes and social impact. Boldr is included on Inc. magazine's 2024 Inc. 5000 list, recognizing the nation's fastest-growing private companies; it is the company's third consecutive year on the list. It is a supporter of the Global Living Wage Coalition and the Living Wage Network, committed to social and environmental responsibility.
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Odeko
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SOURCE Boldr
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