Our proven scalability allows us to align with our clientsʼ sales, order and customer contact volumes. We have mastered the science of ramping up to an average of 20x the steady state levels while exceeding KPIs. Throughout the years, we have built a robust onboarding processing to support seasonal staffing requirements from capacity planning, talent acquisition, training and all the way to production.
Hiring Strategy
We believe that with the right people in place, half the battle is won. Our robust recruitment process—covering profiling, sourcing, screening, selection, and job offer—ensure that we hire the right employees based on experience, education, and communication skills. The process may be customized to fit niche profiles.
Recruitment Stages
Plan
Defining the agent profile
Source
Assess
Hire
Onboarding
By the Numbers
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Media
US Direct Satellite Broadcast Provider
• 18 years partnership
• First and only outsource partner covering entire customer lifecycle
Customer Care |
Sales Support | Technical Support | Back Office | Automation |
Telecoms
Philippines’ Leading Wireless Provider
Pioneered email & social media services support for client’s 70 million subscriber base
Customer Care |
Sales Support | Technical Support | Social Media | Back Office |
Automation |
Travel and Hospitality
Largest Retail Travel Outlet in Australia
• 57% improvement in abandon rate
• 10 point increase in voice and email service level
• 75% productivity improvement, with 56% organic growth
Customer Care |
Sales Support | Social Media | Back Office | Automation |
Banking and Financial Services
Largest Bank in the Philippines
Increased sales conversion from 7% to 32% in just two years
Customer Care |
Sales Support | Social Media | Back Office | Automation |
Technology
Australian Domain Registrar
Reversed negative Net Promoter Score (NPS) from -46.81% to +34.67 in just six months
Customer Care |
Sales Support | Technical Support | Social Media | Back Office |
Automation |