Our unique recruitment process has been paramount to our offshore staffing success and how we’ve become a leading Philippines Staff Outsourcing provider.
Our unique recruitment process has been paramount to our offshore staffing success and how we’ve become a leading Philippines Staff Outsourcing provider.
Genesys is a global leader in multi-channel customer experience (CX) and contact centre solutions. Their CX platform helps companies deepen customer connections at every touchpoint while maximising revenue and loyalty. Genesys powers 25 billion of the world’s best customer experiences every year across 10,000 companies in over 100 countries.
At Outsourced, we love nothing more than assisting businesses to grow highly effective and successful offshore teams. We worked closely with Genesys to deploy an 80-strong team of professionals at our Eastwood Manila office. Here’s how we did it.
Location: Worldwide
Industry: I.T. / Contact Center
Outsourced Staff: Business Applications & Technical Support Engineers, Cloud Customer Care, Analysts & Implementation Consultants
The challenge
Genesys Customer Care went through a transformation initiative to align the organisation with its guiding principles. These include:
Solve customer issues on first contact
Meet service level targets 100% of the time
Measure relevant global KPIs to ensure success
Focus budget on customer-facing value.
Part of this initiative involved a move to a tierless support model, which would deploy more technical resources closer to customers. Genesys also planned four product teams to be available for live technical support 24/7. But the transformation wouldn’t be possible unless the company sourced a highly skilled team that could provide the necessary coverage.
The solution
To deliver support 24 hours a day, 365 days a year, Genesys had to invest in the right talent at the right cost. After carefully considering several locations globally, they decided to base the product teams in Manila. The company then did its due diligence in selecting the right company to partner with.
“Our criteria were relatively straightforward—or so we thought,” remarked Dean Cottle, Vice President of Customer Care at Genesys. “We needed technical people willing to work shifts and have great customer-facing skills. Though we considered a number of companies to work with, only Outsourced found the right candidates.”
Those candidates were successfully onboarded, and include top-performing Business Applications and Technical Support Engineers, Cloud Customer Care Analysts and Implementation Consultants. As of today, the team continues to grow.
Cottle added, “We started with a small team to cover our weekend shift work and have been so happy with the result that we have since decided to expand the operation with help from Outsourced.”
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“I have been working with Outsourced for a few years now and I must say that they have been an invaluable partner for our business. Their dedication, expertise, and professionalism have truly exceeded my expectations.”
Extension of our company
"We have been so happy with the people they have brought on board we have decide to expand the operation. This is testament to the flexibility and determination of the Outsourced team who have been more like an extension of our company rather than a 3rd party."
Extremely professional
"Outsourced are an extremely professional organisation, easy to to do business with and lightening fast at sorting things out. The staff are super friendly with a 'can do' attitude. They also treat our team very well and we have no complaints (happy productive staff means a happy client)."
Incredibly helpful
"Outsourced have been an enormous support and very patient as we progress down the outsourcing path. They have integrated perfectly into our team and with all interactions with Outsourced staff we have found them to be incredibly helpful and accommodating."
High quality
"I want to stress that we have greatly appreciated the services of Outsourced, the service has been exemplary and the work high quality; the staff have been a pleasure to work with. We would like to retain an ongoing relationship with Outsourced."
Great support team
“Outsourced have a great office space and a great support team who are always willing to help. We were able to pivot quickly and within 6 weeks we were able to start our team. We are very happy with Outsourced.”
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