2306 - Why Outsourcing Customer Support Works Like a Personal Trainer with Gear Inc's Adam O'Connor

Maximizing Business Efficiency with Outsourcing and AI: Insights from Adam O’Connor of Gear Inc.

In today’s fast-paced business world, balancing growth, customer satisfaction, and operational efficiency is more challenging than ever. In this episode of The Thoughtful Entrepreneur, host Josh Elledge sits down with Adam O’Connor, Chief Commercial Officer at Gear Inc., to explore how outsourcing and AI can help businesses scale without sacrificing quality. Adam shares how Gear Inc. combines global expertise and advanced technology to deliver customer support solutions that strengthen operations and empower internal teams.

Building Smarter Businesses Through Outsourcing and AI

Adam explains that outsourcing is no longer a cost-cutting tactic but a strategic enabler for companies of all sizes. By partnering with experienced business process outsourcing (BPO) providers, companies can access global talent, improve service quality, and focus on high-value initiatives. Gear Inc. operates across 24 countries, offering multilingual support in over 75 languages, and tailors its services to align seamlessly with each client’s workflow.

While AI continues to revolutionize customer support, Adam emphasizes that technology alone can’t replace human connection. Gear Inc. integrates AI tools to automate repetitive tasks and analyze customer data, but its focus remains on empathy-driven communication and personalized service. “AI enhances efficiency, but it’s the people behind it who make customer experiences meaningful,” Adam says.

For leaders considering outsourcing, preparation and partnership are key. Adam advises documenting clear processes, defining expectations, and viewing outsourcing as a collaboration—not just a transaction. Businesses that approach BPO strategically can unlock scalability, consistency, and the flexibility needed to thrive in a competitive market.

About Adam O’Connor

Adam O’Connor is the Chief Commercial Officer at Gear Inc., a global business process outsourcing company helping organizations streamline operations through AI integration and human-centric customer support. With extensive experience in scaling multinational teams, Adam specializes in helping brands achieve operational excellence and build customer loyalty worldwide.

About Gear Inc.

Gear Inc. is a global BPO leader offering outsourcing solutions for customer support, trust and safety, social media management, and software development. With a presence in 24 countries and support for over 75 languages, Gear Inc. helps businesses optimize performance, reduce costs, and deliver exceptional customer experiences. Learn more at www.gearinc.com.

Links Mentioned in This Episode

• Adam O’Connor on LinkedIn
• Gear Inc. Website

Key Episode Highlights

• Outsourcing is a strategic growth driver, not just a cost-saving measure.
• AI enhances efficiency but human empathy remains essential in customer experience.
• Gear Inc. operates in 24 countries with multilingual support for global scalability.
• Success in outsourcing requires clear documentation, defined goals, and partnership.
• Combining AI insights with human expertise helps businesses scale sustainably.

Conclusion

This conversation highlights how outsourcing and AI can transform the way companies scale, communicate, and deliver...