24/7 Customer Philippines, Inc. | APEA - Asia Pacific Enterprise Awards

CORPORATE EXCELLENCE

24/7 Customer Philippines, Inc.

Boasting a headcount of over 3,000 employees across its four sites in Metro Manila, 24/7 Customer Philippines, Inc., headed by Rienzi Ramirez, is in the business of connections. [24]7.ai is redefining the way companies interact with consumers. Using artificial intelligence and machine learning to understand consumer intent, [24]7. ai helps companies create a personalized, predictive and effortless customer experience across all channels. The company sees its Unique Selling Proposition as having the ability to combine the capacity of talented outsourced agents with customer interaction technology to deliver the best experience for customers to connect with its clients from Fortune 500 companies in the Telecommunications, Cable, and Retail industries across the United States and Australia.

Guided by its Corporate Values of Teamwork, Respect, Results, Ownership, and Transparency, [24]7.ai’s goal is to make it simple for customers to connect with companies to get things done. The world’s largest and most recognizable brands are using intent-driven engagement from [24]7.ai to assist consumers. The result is an order of magnitude improvement in digital adoption, customer satisfaction, and revenue growth. [24]7.ai maintains and innovates programs like [24]7.ai UDrive, Apprenticeship Program, Retention Incentive Programs, Recognition Programs, Performance Incentive Programs, Pharmacy [24]7.ai, Wellness Programs, and Facilities Improvement. The company also has programs that help cultivate the company’s values and culture such as Annual Summer Event, Family/Sports Day, Halloween and Valentine’s Day activities, Year End Parties and Townhall Sessions.

Corporate Culture & Company Activities
[24]7.ai not only takes pride in providing the best customer service to its clients’ customers, but also in taking care of the people whose well-being makes excellent performance possible – our people. With a 92.17% satisfaction rating in providing medical and health needs of the employees, [24]7.ai sends a clear message to their employees about what they believe is important.

The wellness benefits package comprises programs that look at the overall well-being of the individual. It includes an industry-first health and medical benefits for employees that is extended to parents who are over the age requirements for health insurance as well as domestic and same-sex partners. Financial empowerment is addressed through an insurance and savings program to support financial security of employees. As of 2019, 20% percent of the total population is enrolled in the PROVIDES program that helps them build a better financial future.

Work-life balance is an integral part of [24]7.ai’s Culture. Evidenced by the employees’ overall satisfaction rating in terms of the company’s Sense of Family and Belongingness (98.30%) and Supportive Work Environment (91.77%) cornerstones, [24]7.ai clearly values the overall well-being of its workforce.

The company promotes work-life balance through its Building Community Programs, Corporate Social Responsibility initiatives, and its various corporate engagement initiatives.

Achievement and Impact
[24]7.ai puts prime importance in the growth and development of its human capital by making sure that employees are provided with a supportive environment in order to strengthen employee performance. With an overall satisfaction rating of 87.45% in February 2018, it significantly increased to 93.71% this February 2019 through their various employee-centred activities, and learning and development programs. The company puts a premium on the employees’ development. [24]7.ai’s creation and execution of learning and development in a variety of levels yielded a 96.02% satisfaction rating in terms of how employees are developed personally and professionally. In 2018 alone, majority of the apprentices under the Apprenticeship Program have been promoted to various positions. From 2018-2019, 42 of those who were promoted assumed leadership roles such as Senior Managers, Managers, Officers, and Team Leaders. Since 2007, the company has promoted more than 1,400 employees, with almost 900 employees assuming leadership roles.

The company also takes pride in being the first BPO company in the industry to introduce and roll out initiatives around Positive Psychology in the workplace in the Philippines, with the first-ever Certified Applied Positive Psychology (CAPP) practitioner in the Philippines at the helm. Their very own Director for Organization and People Development is the first-ever certified practitioner in the Philippines and she spearheaded the OD and L&D teams to make enhancements to their existing learning modules by integrating Positive Psychology concepts such as understanding where emotions come from and how to manage them effectively.

Future Direction
With all the initiatives and programs in place to ensure that they retain the best talents in the industry, [24]7.ai is also committed to creating more job opportunities for experienced individuals and those who are fresh out of college. The company is poised to grow its base headcount in 2020 and also plans to expand to more sites in the major Central Business Districts in the Philippines

CORPORATE EXCELLENCE

24/7 Customer Philippines, Inc.

Boasting a headcount of over 3,000 employees across its four sites in Metro Manila, 24/7 Customer Philippines, Inc., headed by Rienzi Ramirez, is in the business of connections. [24]7.ai is redefining the way companies interact with consumers. Using artificial intelligence and machine learning to understand consumer intent, [24]7. ai helps companies create a personalized, predictive and effortless customer experience across all channels. The company sees its Unique Selling Proposition as having the ability to combine the capacity of talented outsourced agents with customer interaction technology to deliver the best experience for customers to connect with its clients from Fortune 500 companies in the Telecommunications, Cable, and Retail industries across the United States and Australia.

Guided by its Corporate Values of Teamwork, Respect, Results, Ownership, and Transparency, [24]7.ai’s goal is to make it simple for customers to connect with companies to get things done. The world’s largest and most recognizable brands are using intent-driven engagement from [24]7.ai to assist consumers. The result is an order of magnitude improvement in digital adoption, customer satisfaction, and revenue growth. [24]7.ai maintains and innovates programs like [24]7.ai UDrive, Apprenticeship Program, Retention Incentive Programs, Recognition Programs, Performance Incentive Programs, Pharmacy [24]7.ai, Wellness Programs, and Facilities Improvement. The company also has programs that help cultivate the company’s values and culture such as Annual Summer Event, Family/Sports Day, Halloween and Valentine’s Day activities, Year End Parties and Townhall Sessions.

Corporate Culture & Company Activities
[24]7.ai not only takes pride in providing the best customer service to its clients’ customers, but also in taking care of the people whose well-being makes excellent performance possible – our people. With a 92.17% satisfaction rating in providing medical and health needs of the employees, [24]7.ai sends a clear message to their employees about what they believe is important.

Achievement and Impact
[24]7.ai puts prime importance in the growth and development of its human capital by making sure that employees are provided with a supportive environment in order to strengthen employee performance. With an overall satisfaction rating of 87.45% in February 2018, it significantly increased to 93.71% this February 2019 through their various employee-centred activities, and learning and development programs. The company puts a premium on the employees’ development. [24]7.ai’s creation and execution of learning and development in a variety of levels yielded a 96.02% satisfaction rating in terms of how employees are developed personally and professionally. In 2018 alone, majority of the apprentices under the Apprenticeship Program have been promoted to various positions. From 2018-2019, 42 of those who were promoted assumed leadership roles such as Senior Managers, Managers, Officers, and Team Leaders. Since 2007, the company has promoted more than 1,400 employees, with almost 900 employees assuming leadership roles.

The company also takes pride in being the first BPO company in the industry to introduce and roll out initiatives around Positive Psychology in the workplace in the Philippines, with the first-ever Certified Applied Positive Psychology (CAPP) practitioner in the Philippines at the helm. Their very own Director for Organization and People Development is the first-ever certified practitioner in the Philippines and she spearheaded the OD and L&D teams to make enhancements to their existing learning modules by integrating Positive Psychology concepts such as understanding where emotions come from and how to manage them effectively.

Future Direction
With all the initiatives and programs in place to ensure that they retain the best talents in the industry, [24]7.ai is also committed to creating more job opportunities for experienced individuals and those who are fresh out of college. The company is poised to grow its base headcount in 2020 and also plans to expand to more sites in the major Central Business Districts in the Philippines

The wellness benefits package comprises programs that look at the overall well-being of the individual. It includes an industry-first health and medical benefits for employees that is extended to parents who are over the age requirements for health insurance as well as domestic and same-sex partners. Financial empowerment is addressed through an insurance and savings program to support financial security of employees. As of 2019, 20% percent of the total population is enrolled in the PROVIDES program that helps them build a better financial future.

Work-life balance is an integral part of [24]7.ai’s Culture. Evidenced by the employees’ overall satisfaction rating in terms of the company’s Sense of Family and Belongingness (98.30%) and Supportive Work Environment (91.77%) cornerstones, [24]7.ai clearly values the overall well-being of its workforce.

The company promotes work-life balance through its Building Community Programs, Corporate Social Responsibility initiatives, and its various corporate engagement initiatives.