Company: Anexa BPO
Company Description: We’re a Mexican company with over 20 years’ experience in offering tailored solutions to a wide variety of companies to accomplish diverse business goals, whether they be centered around customer experience or by acting as a strategic outsourcing partner. Through the integration between technology, processes, and human talent, we are committed to transform customer service.
Nomination Category: Company / Organization Categories
Nomination Sub Category: Company of the Year - Diversified Services - Large
 Nomination Title: Anexa BPO
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the achievements of the nominated organization since 1 January 2021, OR written answers to the questions for this category? (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 nominated 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 providing written answers for your submission, you must provide an answer to this first question: Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 182 words used.
Anexa BPO is a Mexican company with over 25 years’ experience in offering tailored solutions to a wide variety of companies to accomplish diverse business goals, whether they be centered around customer experience or by acting as a strategic outsourcing partner to help our customers drive their internal innovation. In the past three years, we have managed to transform from a small, unknown player in the Mexican market, to an award-winning company for omni-channel customer service through a new services portfolio and by attracting new offshore customers in the USA and Central and South America.
When the pandemic hit in 2020, we were lucky enough to be prepared for it by closely monitoring the situation in Europe and China, as well as kickstarting key strategic projects that allowed us to safely continue operations by sending our agents home to avoid contagion in our sites. This is well documented and won several Stevie Awards in 2020 and again in 2021. However, in 2021, the momentum driven by these actions was starting to fade and we faced a series of challenges on all fronts
- If you are providing written answers for your submission, you must provide an answer to this second question: Outline the organization's achievements since the beginning of 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 250 words used.
We had to reinvent ourselves but maintained our objectives – safeguarding our employees and customers as much as we could and ensuring business continuity. However, the pandemic and subsequent recession was hard on our main customer, who happens to be the biggest telecommunications company in Mexico. They decided to decrease their outsourcing budget, and we adjusted ourselves to match. We decreased activity and outright stopped some of our most successful customer service campaigns, but expanded others to make up for the gaps that were sprouting all over the contact center market with the sudden closure of some companies (which were also providers for our customer); and all this on top of inflation as well as a federal increase of 50% in minimum wage for our agents, but with no increase in our own fee.
As a result, 2020 and 2021 represented very little increase in revenue for us. We established internal controls to monitor our financial health and make sure it didn’t become catastrophic.
However, 2021 also saw the availability of vaccines help return some degree of normalcy to life, and with it we were able to finally negotiate an increase in our fee for 2022. The change in consumer habits opened new opportunities to expand even more our multi-channel service offer, and we solidified this by signing new customers from the USA, as well as Central and South America. We were even invited to attend a specialized event in Spain in November 2022 as part of a strategic alliance
- If you are providing written answers for your submission, you must provide an answer to this third question: 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 249 words used.
The unexpected closure of some competitors, while scary at the time, turned out to be an opportunity for the taking. Taking over their operations, the increase in our fee, and good strategic decisions helped us not only maintain business continuity but also to even grow and find new success in the middle of a recession:
- We opened two new sites, one in Mexico City in 2022 and one in Guadalajara in 2021, increasing our capacity by 400 positions
- We increased our number of stations by 100% in one of our customer service campaigns for one of Mexico’s most prestigious universities (graph #1)
- Sales increased 30% in our site in the northern cities of Tijuana (graph #2)
- In a contract renewal campaign for our biggest customer, we were able to constantly surpass the set goal, you can see in graph #3 by how many times
- We have closed 4 new customers, including 2 in Central America, 1 in South America, and 1 in the USA – 2 telecommunications companies, 1 business services company and 1 airline
- With one of our newest customers in Costa Rica, we had an NPS goal of 30%, which we not only met, but surpassed in the span of 40 days (which were the first 40 days of operation) (graph #4)
- We were able to reduce employee turnover in our biggest and most problematic location, Mexico City, from 23.1% at the beginning of 2022 to 12.2% by the end of the year. (table #5)
- You have the option to answer this final question: 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 217 words used.
After a bumpy couple of years, we are pleased with what we have achieved so far and we look forward to what 2023 and beyond will bring to Anexa. We will continue to work hard to fully bounce back from the pandemic and be better than ever for our customers and employees.
In the supporting documentation you will find:
- Data supporting claims made in the previous section
- Our previous Stevie Awards and other awards won in 2020, 2021 and 2022
- Won 5 awards in 2020, 3 in 2021, 6 in 2022, and 5 in 2023 so far (16 of those are Stevies!)
- Our certifications:
- ISO 27001
- ISO 9001
- PCI DSS
- A press release welcoming one of our newest customers (we were not allowed to issue statements for our other new customers in Central and South America, unfortunately)
- A snapshot of the results of our most recent customer satisfaction survey
- We increased our customer satisfaction score from 7.8/10 in 2021 to 8.5/10 in 2022. 90% of the people surveyed saying they would recommend us and 90% consider us a strategic partner
- A video we posted on our social media profiles that includes footage from the expo we attended in Spain
- A snapshot of our annual internal survey
- 67.84% of employee feedback is positive (631/930 answers
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