Company: GlowTouch, Louisville, KY
Company Description: Founded in 2002, GlowTouch’s global employees provides personalized contact center, business processing, and technology outsourcing solutions to clients around the world. We are an award-winning, certified NMSDC minority & WBENC woman-owned Business, headquartered in Louisville, KY, with locations in Louisville, KY, San Antonio, Texas, Miami, FL, India, the Dominican Republic, and the Philippines.
Nomination Category: Solution Provider Awards Categories
Nomination Sub Category: Contact Center or Customer Service Outsourcing Provider of the Year
 Nomination Title: GlowTouch, Customer Service Outsourcing Provider of the Year
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated organization, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
We have created a web page that contains supporting documentation for our submission. To access the page, please use the link and the password below:
https://www.glowtouch.com/stevie-awards-for-contact-center-or-customer-service-outsourcing-provider-of-the-year-173/
Password: GTsaSCS23!
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 197 words used.
Since its founding in 2002, GlowTouch has grown into a global enterprise with thousands of employees spread across eight contact center locations in four countries. We have carved an identity as The Uncommon BPOTM through:
- an unparalleled depth and breadth of technical skill and CX savvy
- a culture that treats clients as partners and their customers as our own
- a value system that uses doing well in business as the catalyst for doing good in the community
Two points of pride are 1) employee referrals are our leading channel of talent acquisition and 2) an average client tenure of 12+ years, making us the company that people keep. The referrals speak to an environment where employees are empowered and valued, and client tenure flows from that. Many partnerships have grown well beyond the initial scope, from a commitment to aligning what we do with client business goals, a perpetual feedback loop that facilitates continuous improvement, and a service model predicated on delivering 'wow' experiences that promote customer retention. As the company grows and client expectations evolve, we are innovating with technology to make the live agent more efficient and positively affect the metrics that define customer satisfaction.
- Outline the organization's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 245 words used.
The has been a period of high growth during which the company has opened five new locations across multiple geographic locations while adding new clients and employees. We have also been recognized by business groups, industry trade organizations, and analysts for how the corporate philosophy of Putting People First has translated into employee retention, long-tenured partnerships with clients, and a culture of giving back to the communities in which we work and live.
Growth tends to mean opportunity, and to that end, a career path program was established to align individual skills and preferences to prepare individuals to pursue the promotion opportunities that growth provides. The program has seen one-time agents move into program manager roles, and other career tracks are being introduced for those interested in becoming trainers or part of the IT team.
We have also redoubled our efforts with impact sourcing, a BPO initiative that creates career opportunities for disadvantaged or marginalized populations. Among the results is the placement of rural residents well beyond the commuting range and the hiring of military dependents whose careers in the past were disrupted by relocation.
Technical innovation has introduced new automation tools and dashboards that support our programs, plus a virtual web coach and chatbot that enhances efficiency and uses artificial intelligence to mitigate security risks better. Innovation also touches the human side through an expanded leadership team coupled with less centralized decision-making to promote agility and responsiveness to changing client demands and customer expectations.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 243 words used.
Our accomplishments are unique in that they grew out of a time of uncertainty that saw many businesses contract or shut down altogether. In July 2020, the demand for online service and support increased dramatically due to restrictions and lockdowns brought on by the pandemic, and we were positioned to capitalize on that. New customers were added, existing clients expanded their programs, and the leadership team grew while revising the governance model in response to the changing landscape.
This evolution in leadership spilled over to the staff, creating opportunities that usually accompany growth. Employees who are empowered and entrusted to make sound decisions will rise to the challenge. Many of those who did were rewarded with promotions; just as important, their skills and experience stayed in-house.
In addition, every founder-led business eventually faces some critical decisions: 1) the ability to be comfortable with delegating authority and 2), taking the steps that allow for the next phase in a company's evolution. Even before COVID, the plan was to operationalize on a larger level, including putting the right people in places.
We are unaware of another BPO that provides a similar training program for this category. We're in the user experience business, transcending the products/services that any individual client offers. The goal of each interaction is to reinforce and strengthen the connection between the consumer and the brand. This initial week sets the tone for everything that follows, from process/product training to the live environment.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 106 words used.
We have created a web page that explains the changes that have occurred since July 2020 among employees, within new product development, in managing the staff and clientele of a growing enterprise, and so forth. Behind the scenes, we revamped new agent training to focus on the experience and adapt to the consumer’s expectations of service providers. A career path curriculum was created to promote program continuity and to give quality talent a roadmap to upward mobility and job fulfillment. And technological innovation introduced a variety of new tools for customer-facing and internal functions.
The URL and login credentials are:
https://www.glowtouch.com/stevie-awards-for-contact-center-or-customer-service-outsourcing-provider-of-the-year-173/
Password: GTsaSCS23!
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