Company IntroductionInspiro is the outsourcing specialist with a network of 32,000 customer champions across 51 strategic locations. The company delivers multilingual, end-to-end, value-driven customer experience (CX) solutions to some of the world’s leading brands, enabling their clients to optimise processes, exceed metrics, and surpass overall customer satisfaction. Inspiro is owned by Relia, a member of Japan’s Mitsui Group.
Inspiro’s suite of CX and back-office solutions include customer care, sales and technical support, integrates people, technology and operational excellence to support every stage of the customer lifecycle from acquisition, retention, and enhancement. The company has served the CX requirements of some of the most demanding industries, including media and entertainment, technology, telecommunications, retail and e-commerce, travel and hospitality, banking and finance, insurance, energy and utilities, and healthcare.
Founded in 2002, Inspiro’s global footprint spans across four continents, including North and Latin America, Australia, and the Asia-Pacific region. Their consultative, people-centric approach to client partnerships and employee management is rooted in their core value of malasakit – a Filipino term for genuine care and compassion.
Corporate CultureAnchored on its core values of TEAM Is MoRe (Trust, Excellence, Accountability, Malasakit, Integrity, Meritocracy, and Respect), Inspiro’s people management practices subscribe to the tenet that employee engagement does more than just boost productivity; it is critical to the company’s success. This is exemplified in its CORE (Creating Opportunities to Retain and Engage) framework, which is composed of the following programmes:
- GROW advocates professional and personal development through in-house training arm, Core Academy.
- CONNECT ensures that employees are adequately informed through regular town hall meetings, strategically placed communication boards, and online via HRCore.net.
- INFLUENCE is Inspiro’s idea-generation and feedback capture platform.
- DISCOVER is the company’s ongoing employee education on policies, regulations, and statutory benefits.
- INVITE refers to its employee referral programme, which continues to be the top recruitment channel, accounting for approximately 40% of hires.
- CARE refers to their wellness, and occupational health and safety programmes
- PLAY espouses work-life balance through interest-based clubs and social activities like sports fests and annual holiday party.
- ENJOY is the company’s lifestyle programme where employees can avail of perks and discounts from partner brands.
- SHARE promotes employee volunteerism culminating in their annual Global CSR Day.
Customer experience, powered by technology, inspired by people.
Achievements and ImpactInspiro is proud to have played a huge role in making the Philippines the destination of choice for global outsourcing. From being a local player, it has successfully grown its footprint to include multiple delivery centres in the US and Nicaragua. And with Relia’s acquisition of the company in 2016, its network further expanded to 32,000 employees across 51 global strategic locations.
Inspiro continues to expand its suite of CX solutions. Its portfolio now includes social media management, automation solutions, and strategic outsourcing solutions for HR, training, process improvement, and IT. The current pandemic has accelerated the company’s digital transformation with its shift to digital recruitment as well as investments in a secure and scalable work-at-home platform, thus ensuring overall CX resilience for its clients.
Inspiro’s consultative, people-centric approach is not lost on its clients, some of which have grown with them from the start. More than the industry accolades, Inspiro lives for the multiple ‘partner of the year’ honours bestowed by some of its key clients including a US direct broadcast satellite provider, a US floral and gourmet gifts retailer, and the Philippines’ largest telecommunications provider; cementing its status as a preferred partner.
Future DirectionInspiro is focused on optimising revenue generation through the retention and acquisition of new clients, as well as expanding its suite of CX solutions that touches on next generation customer engagement and CX digital transformation. Despite the pandemic, the company capitalised on the surge in demand for CX solutions, successfully securing new logos from the retail, e-commerce, telecommunications, and utilities spaces.
Following its successful foray into the North American and Philippine markets, Inspiro is actively pursuing the Australian and Asia-Pacific markets. There are also plans to tap into the European market by 2021.
On the human resources front, Inspiro will continue to implement its reward and recognition programme to strengthen its operational leadership bench, promoting talented and skilled employees and supporting their professional and career growth.