Everise - Company of the Year - Business or Professional Services
Company: Everise
Company Description: Everise is a technology-enabled outsourcing firm with expertise in transforming healthcare and technology experiences globally. The Company’s unique approach combines customer and technical support services with AI, robotic process automation, analytics, and secure cloud-based technology. Everise has been the recipient of numerous awards for innovative services and products.
Nomination Category: Company / Organization Categories
Nomination Sub Category: Company of the Year - Business or Professional Services - Large
Nomination Title: Everise
Everise is a leader in customer experience outsourcing, offering high-growth start-ups and Fortune 500 companies the talent, tools and technology they need to rapidly scale their brands across markets. Some of the world’s most loved brands have products and services that are tested, protected, supported and sold by Everise.
Founded in 2016 with a vision to disrupt the Business Process Outsourcing (BPO) industry Everise has since risen rapidly to include 15,000 champions across seven countries – with 6,300 here in the United States alone.
From the beginning, Everise has remained committed to its values: being people-first, celebrating diversity and incubating innovation. Each value supporting the other. Our people-first culture attracts a diverse range of people that are the best at their skillsets and we’ve learned that diverse thinking enables innovation, which accelerates growth.
Oct 2018: Acquisition of AI company, HyperLab, from Malaysia
Dec 2018: Acquisition of IoT company, Trusouce Labs, from the U.S.
Oct 2019: Everise rebranded Experience Solutions launched
Mar 2020: 95% of Everise’s workforce transitioned into a WFM model
Oct 2020: Launched Everise Japan, known as GBJ Services in the market
Dec 2020: Brookfield acquisition of Everise, the largest of a CX/BPO company to date
Feb 2021: Exage launch, a one-stop-shop for businesses to digitally evolve their customer’s experiences
When COVID-19 struck, only about 10% of Everise's population was employed in a remote location. The logistics, technical infrastructure and time required to make it happen were thought to be nearly impossible, but thanks to Everise executives' guidance and leadership, as well as our Champions' hard work and dedication, we were able to safely relocate 95 percent of our employees to their homes to work.
Everise provided leadership development training focused on efficiently managing a remote workforce, as well as other AI-powered and virtual learning platforms, to help our work-at-home employees:
Ana Chatbot: Ana, our AI Assistant, increases applicant onboarding and lowers attrition rates by intelligently leading candidates from job search to first day on the job. She also gives 24/7 access to information about Everise, its culture, and work environment.
Everise University: Everise has created its own digital learning platform that allows employees to access a big pool of knowledge at any time.
Everise Accelerator: High-performing champions are chosen for an immersive instructor-led training program with remote work management modules to help them advance their supervisory and managerial careers.
Virtual Coaching: Our Agent Intelligence platform provides team leaders with real- time feedback on their teams' performance.
Everise is always assessing the impact of our initiatives on achieving our goals. In order to keep our staff engaged and productive in 2020, we needed a comprehensive approach that included initiatives geared to these unique circumstances.
Our cultural impact
As a real-time measure of the employee experience, we leverage anonymous employee referral sites like Glassdoor and Indeed. The impact of our plan can be seen here, as we improved our ranking from 4.3 to 4.7 out of 5 on Glassdoor, outperforming other competitors in the market.
Our influence on professional development
Everise promptly converted our training programs to a virtual format, guaranteeing that all of our Team Leads and Supervisors completed our Accelerator Program. This, in combination with our other initiatives, has resulted in us sourcing talent from inside rather than outside - 80 percent of our job openings being filled from within.
The impact of our actions on diversity
Everise rapidly discovered that we had access to a broader talent pool, so we shifted our sourcing strategy from demographics to psychographics. Our diversity and inclusion goals were expedited as a result of this. Everise is one of the Top 10 Hall of Fame firms, according to Diversity Inc, with 45 percent women and 32 percent people of color in senior management, compared to 35.5 percent and 24 percent, respectively. We're also proud of our 7% Mature Age population and 1.5 percent People with Disabilities.