“You have to be able to prioritize. The safety of our employees is paramount. ”This was the main message from BPO industry veteran Bong Borja, President of Asia Pacific Operations for Alorica, during the Breakthrough Leadership Roundtable at the Contact Islands 2021 virtual conference organized by the Contact Center Association. of the Philippines (CCAP).
The one-week conference, titled “Rekindling Growth in the New Business Environment”, brought companies together in the local contact center space where Alorica Inc., a global leader in customer experience (CX) solutions, is a major player with over 40,000 employees across 17 locations in the Philippines.
During the event, discussions revolved around new operating models that can help companies navigate through the new business environment significantly transformed by the pandemic, with employee health and safety a major concern. This, as companies like Alorica continue to operate as usual while remaining compliant with COVID protocols and quarantine restrictions.
Leadership in times of crisis
“You have to stick to your position,” Borja replied when asked about the most difficult decision he had to make during the pandemic. “We had to protect our employees, while also taking care of our customers.”
He further adds that this involved implementing a work-at-home (WAH) configuration and ensuring that employees had access to a stable Internet connection. Alorica also hired buses early to transport people in and out of their sites, a move considered unprecedented at the time. To take care of employees’ mental health as well, Alorica has expanded its ongoing counseling service to ensure employees have access to 24/7 support. The transition from on-site work to a home office could not being a smooth process for some, so providing this service has helped employees cope with or even manage anxieties related to the pandemic. It was also important to maintain Alorica’s family culture that fosters connection between employees, so the company still found ways to successfully organize employee engagement activities such as virtual games / tournaments, town halls and recognition events.
Borja also stressed that as a leader in times of crisis, consistency in messaging and customer engagement are both key. “Employees look at you; they seek guidance from you. It is imperative, therefore, that one keeps one’s promises consistently. In time the results will come “.
Growth in the face of challenges
Despite what has been a really busy time for the industry not just in Asia but around the world, Borja himself is surprised by the company’s results, which he attributes to the way everyone at Alorica has rallied around shared goals. . Constant feedback loops also help provide insight into your employee’s pulse and this helps to give guidance on which initiatives to drive to continuously improve performance and increase employee satisfaction in an ever-changing workplace.
“We expect to close the year with a growth of 32% over the previous year,” he shares. “We are setting records in both revenue and profitability, which is remarkable considering we are in the midst of a pandemic.” This growth is mainly driven by customers in industries that have seen increased demand, such as telecommunications and e-commerce. Growth was also seen as Alorica continued hiring amid the pandemic, even welcoming workers who were displaced from sectors affected by the pandemic such as hospitality and travel.
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Painting an equally positive picture for the broader contact center industry, Borja sees the demand for offshoring, the practice of outsourcing overseas operations, returning to the Philippines and, with it, a spike in the need for contact center employees and solutions. digital.
While that continues to happen, says Borja, Alorica is as ready as ever. The company has moved beyond traditional voice-based services and continues to innovate its offerings to help optimize the customer experience. Content moderation, CX analytics and other cloud-based multichannel solutions make up Alorica’s broad portfolio to meet customer needs.
“The great thing about being part of an experienced and scalable company is that you are able to deliver on your promise of career growth and progression, which has been consistently demonstrated by our leadership team.”
Alorica in the Philippines continues to grow and take on roles that span customer experience operations and business support functions. To find out more about our job opportunities, visit our career page at www.alorica.com/careers/philippines/.
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