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CLIENT PARTNERSHIP APPROACH
We seek to partner with our clients to manage your program from a business perspective to achieve your goals and vision. We think like you think … strategically and financially with a keen focus on the business today and an eye on the future. This means we understand the need to be responsive and proactive. We don’t wait for you to tell us to make improvements. We suggest improvements to you and work with your team to make them happen. Simply put, customer experience involves customer service, plus making sure the customer is fully satisfied at every point where he or she comes into contact with your organization. That’s a never-ending process of listening to the customer, servicing the customer, learning from the customer and improving for the customer. That’s how we view our client partnerships.
We invite you to actively participate in the development of your offshore business process outsourcing solution at ePerformax Philippines. Our most important job is to listen and learn from you as we develop our partnership. And regardless of whether or not we have experience with your industry, we don’t make any assumptions. Our Implementation Team will work diligently to understand your company’s products, services and competitive environment as well to develop an understanding of your customers’ needs and concerns. We’ll focus on learning about your business and industry from your perspective so we can build the kind of culture and level of experience required to enable your offshore center to meet and exceed your performance expectations in terms of quality, productivity and cost savings.
And then we will continue to work with you until you are confident that your company’s goals, business philosophy and industry knowledge are clearly understood and maintained throughout your dedicated operation. We will instill your confidence in our performance by constantly reviewing our results, processes and goals. We will retrain when necessary, adjust hiring profiles or make adjustments to existing processes where needed. We constantly review our results – from recruiting to production to reporting – to ensure that we are on track to becoming the best service provider you have.
Our Client Partnership Approach |
| You provide… |
We provide… |
| …your profile of the ideal representative and management team, management ratios and required support staff. |
…our expertise in recruiting, hiring and training the people who specifically meet your ideal profiles. In the Philippines 15+% of the college educated people are underemployed. As a result, we can find people with talent in a variety of fields of expertise at very affordable labor rates.
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| …your company and industry expertise. |
…experienced trainers to translate your expertise into foundation training for the people we hire specifically for your dedicated business process or contact center team. And because we enjoy less than 1% voluntary attrition per month, you enjoy a tremendous return on your training investment. |
| …your product and service training. |
…our trainers to learn from your trainers, or we can support your trainers on site at our company, to provide the team with the knowledge, skills and competencies required to deliver superior performance. Then, using our Performance Maximization Model, we take the team from novice performers to competent performers to superior performers. It’s a proven process that works. |
| …your business objectives. |
...an experienced, performance-management team who translates your business objectives into measurable key performance metrics, which then serves as the focus of our measurement and reporting, compensation and overall performance accountability. |
| …your quality specifications. |
…experienced quality assurance staff to calibrate with your quality team to maintain and continuously improve your quality of service. |
| …your Standard Operating Procedures. |
…experienced operational management team to implement and continuously improve your SOPs to maximize productivity and decrease expense. |
| …your IT team and your system specifications. |
…experienced IT professionals to work with your IT team to replicate or expand your systems in a fail-safe, redundant environment that optimizes performance. |
| …your investment requirements and ROI goals. |
…a detailed, open book approach to pricing that results in the best value in business process offshore pricing. |
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