Cody McLean

And since I was 14, I was just trying to get traffic and trying to convince others that my hosting business is different or better than the thousands and thousands of other hosting businesses out there on the market.

And that was a difficult thing, but I was able to use that asset and bring it in to actually build out my company.

So we had a cool office and appealed to tech companies and I had to do the same.

So part of the key to my success and potentially yours as well are gonna be covering a few different points here in these next few slides.

We're talking about a strong culture and the need for tacit knowledge and what that is actually.

And also the importance of automation, minimizing your overhead and your administrative costs and how I was able to do that.

Then we also have the idea of using outsourcing creatively in a way that you might not have thought about before.

So the power of tacit knowledge.

so back in 2019 i was able to actually open up what was effectively my dream from the from the get-go was to create this really hip neat office that was going to not only appeal to our customers but also set us apart from our competitors because we had to have this type of environment in order to attract the kind of clientele that we were looking for

And this also allowed the agents to build relationships with the clients because our agents actually liked working for us.

And again, the ancillary benefit is this concept of tacit knowledge, which I'll get into in a little bit.

And so we were a very data heavy company that had to focus on metrics and a typical ramp up period for corporate BPO is one to three months to get all the agents that you're hiring to meet the KPIs that you're setting to us as the customer.

And one of the things that I noticed is that whenever those companies would start scaling or adding agents, our ramp up period for those new agents was actually less than the industry average.

And so I looked into this and I really this is where I discovered the concept of tacit knowledge.

So here's some of the clients that we're able to build out.

And a lot of what we did is I put, since I've been through so much, I wanted to note that we were gonna give back to the region.

We would end up volunteering at foster care, at shelters, doing donations, doing a lot of charity work.

We would also have like League of Legends nights for the agents.

And sometimes we'd even allow them to play video games in the office.

And so I tried to replicate as much of