The client is a concierge services start-up company based in San Francisco, US and decided to outsource its core customer service functions to a center in the Philippines. The work to be outsourced will have the following components: Text/Chat support for inbound inquiry and outbound voice support to handle the surge in business volume.
The client needed to set-up the pioneer team in Manila with a highly flexible business partner to accommodate the fluid nature of its operations in its infancy. The chosen solutions provider had to be adaptable, competitive in pricing, and with solid support structure when it comes to recruiting the right people and retaining them.
Eastvantage hosts the entire customer service operations, including the living and visa arrangements for its US managers who are now working full-time in the Philippines. Due to the nature and requirements of the brand, Eastvantage allowed the client to be as involved as possible in the set-up and operations of the PH team, while the account management support, IT support, recruitment & HR support remained firmly in place for a successful partnership.
Today, the team has grown tenfold and our staff is highly skilled, highly proficient in English, young and tech-savvy. This remains to be one of the most exciting accounts in Eastvantage.