Service Delivery Down Under: How Inspiro Delivers CX Excellence in Australia

Resource Taxonomy: Whitepapers

Service Delivery Down Under: How Inspiro Delivers CX Excellence in Australia

Australia, a powerhouse consumer economy, provides expansive opportunities for enterprises, yet the country’s CX market could be challenging for businesses looking to outsource their customer service function. For one, employing frontline customer service representatives in Australia ranks among the highest service delivery costs in the world. Moreover, their inclination towards remote work has resulted in a tight overall labor market and a disconnected workforce. In response, many Australian firms are bringing their CX management offshore, and one of their top outsourcing destinations is the Philippines.

Inspiro, an outsourcing provider servicing the Australian market since 2011, has differentiated itself by offering a scalable English-speaking workforce through multiple contact centers globally, including nine in the Philippines. They combine vertical expertise with the right technologies and a sense of “genuine care and concern” for customers, known as malasakit in Filipino culture. Inspiro’s ability to ramp up agent counts quickly has earned them numerous Stevie® Awards for customer service excellence. What’s more, Inspiro’s relevant security certifications address the growing demand of Australian enterprises for regulatory compliance and data protection.

Top 3 Tech Trends for a Transformative Customer Experience

With High Impact on Clients, Customers and Agents

Customer experience management has evolved dramatically in recent years. Enterprise clients used to select third-party outsourcers because they offered to handle customer care more cheaply than the service could be done in-house. It was “your mess for less.”

In today’s market, customers expect more. If businesses continue operating as they once did, many face obsolescence. According to a recent survey of 4,410 CEOs around the world conducted by the professional services firm PwC, 40% said their “business will no longer be viable in ten years if it continues on its current course.”

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Realizing Diversity, Equity, and Inclusion: How Inspiro Leads

In recent years, a growing body of research has confirmed what many have long known to be true: employing those from all walks of life is better for business. Workers from different backgrounds help bring a fresh perspective to business problems, and society as a whole is better off when firms are more inclusive.

Firms led by women, for example, tend to be not just more profitable, but also more socially responsible—and they provide better customer experiences. Meanwhile, firms with higher levels of racial diversity may generate more sales revenue than less diverse competitors.

Diversity also facilitates the recruitment of the best talent. Younger workers are more diverse than their elders, and, at the same time, they regard diversity as an important feature among potential employers.

Yet, even as some business leaders are embracing employees of different backgrounds many others are struggling. Some just issue statements championing the cause of diversity while continuing to conduct business as usual. This white paper explores the components of successful diversity initiatives, and how businesses can benefit from fostering a more open and inclusive atmosphere.

Download the whitepaper

CX Outsourcing Insights: An Exploration of Current Conditions and Future Changes 

This report provides a snapshot of the industry from the perspective of program leaders. This document reveals current practitioner thinking on Outsourcer program structure, performance challenges and opportunities, and future changes.

Execs In The Know, with sponsorship from Inspiro, fielded this study to better understand the Outsourcer program landscape. A total of 44 individuals responded to the survey, and responses were collected via email in November and December 2021.

Key Insights

  • Satisfaction with Outsourcer performance is high, with more than three-quarters (84%) of respondents Very Satisfied or Satisfied with partner results. Top-ranking attributes include Agent Quality and Performance, Adequate Staffing, and Transitioning to Work-From-Home (WFH).
  • Although overall satisfaction is high, leaders identified additional opportunities to improve staffing, quality, and performance, highlighting the need for Outsourcers to increase focus in these areas.
  • Concerns associated with the WFH environment remain an important issue among program leaders. Chief issues include Agent Engagement/Supervision (68%) and Training/Coaching (59%).
  • Although 62% of leaders made changes to partner portfolios in the past 18 months, future change is uncertain. Only 26% have plans to alter their portfolios, and 45% are unsure about future changes.
  • Program leaders believe that additional dialogue is needed to continue to improve the industry, particularly concerning Overflow and Flex Staffing Solutions (40%), Optimizing WFH and Hybrid Models (35%), Agent Recruiting, Hiring and Onboarding (33%), and Agent Training and Coaching (33%).
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The Philippines at the Heart of CX Business Continuity

Ryan Strategic Advisory provides an in-depth discussion on the ever-growing need for resiliency and why the Philippines is at the heart of CX business continuity. Key discussion points include:

  • The most common and important business disruptors that can adversely impact CX delivery
  • The risks of having a centralized CX delivery model
  • Business case on why the Philippines should be part of your CX resiliency strategy

The Value of Seasonal Ramp-up Capabilities

The saying ‘business never sleeps’ is very accurate. So too is the assertion that no time of the year is like any other. In fact, companies in a growing number of sectors are finding that their ability to respond to changes in demand throughout the calendar can mean the difference between a great customer experience and one that falls short of expectations.

Embracing Today’s New Normal

These past months around the globe, no matter what country a call center agent physically sat in, government policy affected business – most notably with the need to migrate employees from a brick-and-mortar to an at-home environment, even outside the call center industry.