Selling & Scaling Internationally with Adam O'Connor of Gear Inc.

In this episode of the Grow Fast podcast, Mark Shriner interviews Adam O'Connor, Chief Commercial Officer at Gear Inc., a global outsourcing firm specializing in call center services and trust and safety operations.

Adam provides insights into the complex world of business process outsourcing (BPO), highlighting their extensive network of 26 locations that cover 76 different languages across Asia, South America, North America, and Europe. The conversation delves deep into the nuances of call center operations, exploring how companies like Gear Inc. recruit, train, and manage multilingual teams to provide high-quality customer service.

Adam emphasizes the importance of understanding customer needs, finding the right talent, and creating a partnership approach rather than simply offering a low-cost solution. He also discusses the emerging role of AI in the industry, noting that while technology is advancing, the human element remains crucial in providing exceptional customer experiences.

Throughout the interview, Adam shares his extensive international sales experience, offering perspectives on cultural differences in business negotiations, the challenges of global team management, and the broader impact of BPO on local economies. He highlights how outsourcing can provide significant economic opportunities in developing countries, with BPO jobs often paying 150-200% more than local employment, thereby lifting entire communities and creating pathways for professional growth and development.