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Team Expansion and Improving SLAs

News Team Manila

BTB were looking to access a global talent pool of level 1 telco customer experience agents, to help us improve our service levels, rapidly expand our teams and increase our staff redundancy. Our requirements included world class facilities, superior technical systems, and passionate people who live the BTB core values.

After extensive research we partnered with Acquire BPO - a company established in 2005 by two Australian entrepreneurs in response to the lack of offshoring providers offering extremely high standards. Acquire has since grown to employ 7000 professionals across 12 locations and allows BTB to source the most highly qualified telco teams. 

Starting with 8 back of house staff in Manila in 2017, we refined the training processes and proved that a carefully selected off-shore team could truly become part of the BTB family and integrate seamlessly with our Australian staff and customer-first culture.

We continued to expand the team and now have 40 full-time employees across 5 lines of business in our Acquire BPO centre, to complement the 50 staff in Melbourne. Our managers and team leads are constantly flying over to Manila to oversee ongoing training, personal development and culture events. 

Dramatically improving our SLAs and customer experience scores.

It has been a great success, enabling us to dramatically reduce all our operational SLAs and increase our customer satisfaction scores.  Some highlights we are proud of include:

  • Service Qualification: previously 1 business day – now only 1 hour
  • Quality Assurance: previously 3 business days – now only 1 business day
  • Order submission: previously 3 business days – now only 1 business day
  • 99% staff retention – a passionate team who love working for BTB

Utilising the Acquire model enables BTB to stay at the cutting edge of customer service in a global competitive telco environment.  We are constantly looking at ways of improving the customer experience, and are continuing to expand both our Australian and Manila operational teams.

Yet another reason to partner with BTB and reap the rewards of our constant investment in our staff, processes and technology.

Posted by

Andrew Malerba