Sebastián Chauvie and Gonzalo Harispe worked together for years. Once their employment relationship with the company ended, they decided to go big.
This is how the “crazy idea” of Level Up was born, which was established as a company in July 2022. “It seeks to be a different solution to what the contact center is,” said the co-founder of the firm, Sebastián Chauvie, in conversation with Café & Negocios. . The fundamental innovation is that a community is generated that manages to understand how to interact in today’s world and what are the best ways to generate links with users according to each one’s profile.
To reach this objective, the partners are committed to developing customer experience at the operational level. “When companies focus on the customer, in general, they do it at the time of recruitment, there are few companies that do it once the sale is made and if they do it is, for example, through a survey of satisfaction”, wrote the also partner and co-founder, Gonzalo Harispe.
Nevertheless, For LevelUp, the link between the service and the customer is not in a survey, but in each of the interactions they have with the service they have contracted. “We develop the customer experience in each of these contacts,” Harispe specified.
“Our obsession is that our workers are so proud to work at Level Up that they are promoters of what we do,” said Harispe.
In a very traditional sector, Level Up changes the model and instead of selling hours as is done in the call center business, it is dedicated to developing customer experience and generating more satisfaction to achieve loyalty. “Instead of selling hours, we partner with our clients to go together in the positive effects that a more satisfied client generates for the company,” said Harispe. In addition to the above-average pay, the company also offers a more enriching and holistic work experience.
Total Experience Center
To transform each interaction into a learning opportunity that results in superior experiences, Level Up created the Total Experience Center tool.
Through this instrument, for example, incoming calls, outgoing calls, emails, messages, bots, automation, and the website are managed, from a point of view that each interaction is an opportunity to improve the customer experience.
The Total Experience Center stands on three pillars. The first is culture and it is based on the following premise: for there to be a good interaction with the customer, everyone who is part of that relationship has to have a good experience. “If you are living a bad experience because of the way you work, because of the metrics they ask of you and the pressure, it is very difficult for a good experience when you talk to the client,” Harispe described. This work culture encourages those who maintain these communications to work in a context of very positive personal experience. “That is the reason why we are at Sinergia, because in order for us to have a team that collaborates and creates an innovative customer experience, they have to live a different experience as a worker and Sinergia gives us all the conditions to be able to build that experience” , he pointed. Also, the founders have other personal development plans so that the culture is good enough to allow them to take an interest in who is on the other side.
The second pillar of the Total Experience Center has to do with information and data. “Thousands of interactions are made a month and practically nothing is learned from them,” Harispe explained. That’s why it’s his intention to have the ability to analyze his data and that of his customers to create a story on which to build the customer experience. “Just like Instagram or Facebook do, which seeks everything from you to personalize the experience,” he highlighted and added: “We seek to build massive relationships, but tailored.”
Finally, The last pillar is agility, understood as the ability to offer continuous and sustained value deliveries over time.
To future
Although it is still necessary to validate their experiences in practical cases, Chauvie sponsors growth for 2023. “At the local level we do not imagine ourselves working with many companies, but rather affirming the relationship with each one of them and seeking to validate a work idea in Uruguay to help us take advantage of opportunities in the region”, stressed the manager. As of today, the firm has four clients that are in the on boarding process.
In turn, they have a list of nearby clients who will start working soon. “Our intention is to have a maximum of 15 clients per geography because it is a very tailored service, but we would like to be in more geographies,” Chauvie remarked. In this sense, the expectation of it is to land in Mexico and Spain once the model is validated and running in Uruguay. “We are the first company that has this approach at the service outsourcing level”, remarked Harispe and stressed that this represents a challenge for them, but also an immense opportunity that they hope to take advantage of.
