Give power to your people.

The employee experience is fundamental to the business process outsourcing (BPO) industry. We have focused on employee experience as the primary means of improving the customer experience. By doing this, we have seen greater levels of retention, lower rates of absenteeism and increased productivity.

Advances in technology, particularly around AI and automation, will, over time, displace certain roles and even professions. However, what the march of technology won’t do is walk all over people. In fact, these innovations are actually elevating the human aspect of work by spotlighting individuals with a high degree of empathy and emotional intelligence as even more valuable to enterprises.

The best BPO organizations are at the vanguard of this technological revolution. However, they’re also at the cutting edge of understanding and decoding customer behavior and expectations. And of course, in such a moment of truth, a customer’s expectation is for an issue to be resolved on an emotional as well as objective level.

That’s why our organization operates from the notion that the employee experience is the customer experience. This is backed by research and results. Even pre-pandemic, organizations where 80% of employees said they felt their job was important and valued enjoyed an average 51% reduction in absenteeism and a 21% improvement in quality.14