Company: OP360, Ridgefield, CT
Nomination Submitted by: OfficePartners360
Company Description: OfficePartners360 is a full-service outsourcing company that delivers streamlined solutions for brands and businesses all while reducing costs, improving service levels and growing top-line performance.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Over 100 Seats) - Business Services Industries
 Nomination Title: Delivering Exceptional Customer and Supplier Experience with OP360
- 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 team, 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.
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 189 words used.
Founded in 2006, OP360 is a leading provider of full-service solutions to global companies spanning all industries. Despite uncertainties such as the pandemic, our customer support teams have continued collaborating with our clients to define how to measure the customer experience - a holistic blend of qualitative and quantitative metrics such as CSAT, First Call Resolution, Average Total Wait Time, Average Handle Time, Resolution Rate, Customer Ease of Use, and Net Promoter Score - all while investing in resources for our employees to upskill to meet evolving customer expectations.
Strategically, we continue to diversify our revenue lines to ensure business stability. Several years ago, nearly 70% of our revenue was generated from a single client. As of today, our Sales and Client Services teams added 19 new logos to our portfolio while also retaining that client. We believe that our growing presence in different regions will boost the company’s revenue growth—our compounded annual growth for the past five years is 52%.
In 2020, while other companies had to scale back or permanently halt their operations, we expanded and extended opportunities to economically displaced individuals in the Philippines and beyond.
- Outline the team's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 249 words used.
In 2020, our leaders observed a drastic increase in the demand for nearshore business process outsourcing and bilingual support in major European languages, particularly Spanish. Eager to offer such support to current and prospective clients, we launched a state-of-the-art facility in Barranquilla, Colombia, in July 2021, which today has 300+ seats with 77% utilization. In 2022, we opened our first site in Davao, Philippines, with 445 production seats. With a second Davao site set to be operational in early 2023, we anticipate more than 1,000 seats to fill with local talent who will deliver consistently high quality customer satisfaction for our client portfolio. Our geographic expansion as well as our overall growth have also paved the way for multi-country redundancy and business continuity.
As we expand our geo footprint and increase our billable headcount (33% YOY), we continue to expand our multilingual customer service capabilities adding Spanish, Italian, and Polish to our list of 10 languages. Excluding our Colombia team, close to 4% of our global representatives’ headcount supports non-English languages.
Strategically, we continue to diversify our revenue lines to ensure business stability. Several years ago, nearly 70% of our revenue was generated from a single client. As of 2022 YTD, our enhanced Sales Team and Client Services Team have added 19 new logos to our portfolio while also retaining that major client. We believe that our growing presence in different regions will boost the company’s revenue growth—our compounded annual growth for the past five years is 52%.
- 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 team's past performance (up to 250 words):
Total 208 words used.
From a Client Operations perspective, we focus on optimizing their operational efficiencies, becoming an extension of our clients’ internal teams to provide top-level service and continuous improvement. Our KSAT in July 2022 was 4.4/5 for overall satisfaction and a 55 NPS. We have increased CSAT, by 15 points, for one large-scale client and lowered DSAT by 3 points using a data-driven approach to QA&T while increasing TAT SLA by 30 points. We are also
the highest-performing vendor for a Fortune 500 e-commerce client across all metrics (productivity, quality, CSAT) and sites, including in-house captive centers within the first 60 days of program launch and 13 consecutive months.
Our growth ushers in more opportunities for making a difference in our local communities. In 2022, OP360 Cares donated a total of PHP1.5M, raised solely from employee pledges and matched 100% by OP360 to five beneficiaries in Cebu City, Philippines.
Finally, we are proud of our Silver Stevie Award for Customer Service Team of the Year at the 2022 International Business Awards— one of ten 2022 awards. Our nominated team enabled OP360 to earn the prestigious Vendor Service Award, with the client rewarding over 130 team members with free billable rest days —historically unheard of in the BPO industry.
- 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 23 words used.
2022 IBAs - Customer Service Awards Winners: https://stevieawards.com/iba/customer-service-awards-winners-0
Case Studies: https://docs.google.com/presentation/d/1xsmD5uTgrXDoytEWcF5mniugkhd1s7Rp/edit#slide=id.p9
Testimonials: https://docs.google.com/presentation/d/1OhwcpeR_PUXt3aV4TkFLCGtRRul7jbil/edit?usp=sharing&
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