BPO pioneer ePerformax celebrates 15 years in the industry
As one of
the newest industry nearly two decades ago, the BPO industry has grown by leaps
and bounds. One of its leading pioneer companies is the ePerformax. It has been
15 years since they started its journey here in the Philippines. Since then ePerformax
has helped the country grow its contact center and BPO industry. They have
grown to be the best performing contact center for their clients and the best
place to work for their employees.
It has
always been the company’s vision to maximize the potential of every employee by
giving them rigorous training and enough room to grow their career in the
direction they choose. Now, ePerformax is gearing up for the future of the
industry with confidence it can help employees evolve to the next level – to
handle the increasingly more complex customer interactions for ePerformax’s
clients. “We have accomplished what we set out to accomplish in the last 15
years,” ePerformax President and CEO, Teresa Hartsaw said to employees and
their families during the company’s 15th Anniversary Grand Family
Carnival. “You are the ones making ePerformax possible.”
What
separates anyone working at ePerformax from everyone else in the industry is
the company’s “PERFORM culture.” Our culture of performance maximizes
everyone’s potential and provides opportunity for growth and career
advancement. “I have seen a lot of people grow and have been fortunate to help
them advance their careers,” ePerformax General Manager of its Global
Communications & Management Academy, Justin Myers said. “I think that’s the
key. We are looking for people who can perform, and we are looking for people
who want to capitalize on their talent. We look for talented individuals and
then we help them develop their global communications, consultative, leadership,
and management skills.”
During the
ePerformax 15th Anniversary Grand Carnival at the SM Mall of Asia
Concert Grounds, the company held a job fair for aspiring employees. Applicants
were evaluated on site and were able to attend and participate in all of the
festivities if they were invited to start training. Preparing candidates to apply for a client
program at ePerformax is the training goal of the company’s Global Communications
& Management Academy. “We probably
have the longest training among other contact centers in the country today,” Justin
Myers said. “Recruits must be willing to give us their potential, and they are
assured we will provide them with the training they need to be successful. It
is pretty much finding a diamond in the rough and creating a beautiful gem.”
ePerformax’s
15th Anniversary event welcomed new trainees, celebrated tenured
employees, and featured many employees’ talents and passion beyond their work.
The afternoon started with a motorcade of floats designed and created by
ePerformax employees from different departments and created a spotlight for each
department’s nomination for the ePerformax Anniversary King and Queen. Once the
parade floats arrived at the concert grounds, the Anniversary King and Queen
contestants were asked tough questions in front of the audience of nearly 4,000.
They were judged on their answers, composure, and confidence. Whether ePerformax employees are vying for
the position of Anniversary King or Queen or resolving customer problems, ePerformax
challenges employees to “deliver their best.”
“This is a business of global professionals
and the requirements for superior communication and performance are much higher
than most professions out there,” Teresa emphasized. “We talk to people around
the globe, helping them solve their problems. Most people have no idea how tough your job
is,” to which all of the employees in attendance agreed with a resounding cheer
at the statement. “It is a great job, but it is a tough job, and we’re going to
prepare every one of you to be successful as the course of our industry evolves
to the next level in partnership with Artificial Intelligence.” Teresa added. The
evening was filled with more cheers as everyone watched all the talent segments.
And it even got more exciting when the winners for the Anniversary King and
Queen, eP’s Got Talent, and the Best Float were to be announced. All the
winners stood proud for their co-workers as the crowd cheered on and got ready
for the after-party.
The party
was a grand celebration, but in another way, it was a kickoff. “In fact, I have
been saying to everyone that after 15 years of hard work and success, it feels like
we are at the beginning again with a lot of new technology and challenges. That’s
why we must look toward the future,” Teresa emphasized. “Artificial
Intelligence is advancing at such a rapid pace. It is increasing the self-service
options and replacing basic representative functions. That’s both good and bad.
Good for the customer because self-service is typically more efficient and good
for the company because it is less expensive.
The bad will be if the BPO industry does not evolve with the changing
needs of the clients and customers, much of what we do today will no longer be
a viable service. ePerformax is planning on being very viable by focusing on
skill development at all levels of the company and adapting fast to these
changes now, so we can continue to grow and celebrate our successes in the
future.”
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