TELUS International -
Company: TELUS International, Las Vegas, NV, USA
Company Description: TELUS International focuses on human connection and innovation to deliver exceptional customer service and next-gen IT consulting that wow clients and delight customers. Our company enables customer service delivery innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. More than 30,000 global team members serve clients in over 35 languages.
Nomination Category: Company / Organization Categories
Nomination Sub Category: Company of the Year - Business or Professional Services - Large
Nomination Title: TELUS International
Tell the story about what this nominated organization has achieved since 1 January 2017 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms.
The customer is always right. A common saying that’s been amplified in a digital era where smartphones, social media and the cloud have allowed for the instant transmission of information, anywhere and anytime. While technology has heightened consumer expectations, TELUS International has risen to the challenge, putting the customer first in each one of the 200 million global customer interactions it enables annually for top global brands.
With consumer demandat an all-time high, TELUS International has strategically evolved through new partnerships, organic growth and geographical diversification. The team has worked relentlessly to execute their long-term growth strategy, expanding across 10 countries and four continents since its inception in 2005.
In the last 10 months alone, TELUS International completed two significant acquisitions designed to position the company for future success. In August 2017, TELUS International acquired Voxpro (rebranded as Voxpro – powered by TELUS International), a European-based business process outsourcing (BPO) and contact center services company known for their ability to quickly scale start-ups. The partnership has expanded TELUS International’s U.S. footprint, with new service delivery centers in Ireland and a larger presence in Romania and the Philippines.
More recently, TELUS International acquired Xavient Information Systems (rebranded as Xavient Digital – powered by TELUS International) in February2018. The partnership with Xavient Digital accelerates the company’s ability to expand their global IT services offering with the addition of advanced, next-generation IT consulting and delivery capabilities. Solutions include Artificial Intelligence (AI)-powered Digital Transformation services, User Interface/User Experiencedesign, Open Source Platform services, Cloud services, Over-The-Topsolutions, Big Data capabilities, DevOps, and IT Lifecycle services.
TELUS International’s recent expansion has not been limited to acquisitions alone. In the past two years, the business has grown organically by 10,000 team members, bringing the total to more than 30,000 worldwide. To accommodate the increasing team size, two new state-of-the-art service delivery centers were opened in El Salvador and Bulgaria within the last year.
While growth can often be accompanied by the traditional ‘pains’, TELUS International continues to experience high team member engagement. The most recent global survey, conducted by third party Aon Hewitt, revealed an 83% engagement score. TELUS International is also an industry leader in low attrition, achieving rates up to 50% below average in every geography where the business operates.
TELUS International’s success in this regard can be attributed to its unique, caring culture that attracts, retains and engages top talent. By surrounding team members with the things that matter to them – inspiring workplaces, onsite health clinics, university classes, community giving, and more – team members, in turn, invest back into the company.
Social purpose and CSR initiatives play a significant role in defining TELUS International’s caring culture. In addition to weekly (even daily) charitable activities, once a year the company focuses their efforts on TELUS Days of Giving, a hallmark volunteer initiative where team members devote a full day to a common cause in their community. TELUS Days of Giving took place in 11 international locations in 2017. Projects included building an entire village from the ground up in El Salvador, refurbishing a facility in Romania for children with life-limiting illnesses, building a school for more than 800 students in Guatemala, refurbishing a learning center for hearing impaired children in Bulgaria, and more. 2017 also marked the inaugural ‘eco-themed’ Days of Giving, where team members in Guatemala helped families in their local community by building 150 ecological stoves, 170 water filters, and planting 1,000 trees,in a single day.
Since their start as a small BPO company with 1,500 employees in Manila, TELUS International has grown into a global player in the customer experience delivery industry thanks to their commitment to doing things differently.Looking to the future, TELUS International is focused on continued growth, bringing their compelling contact center, digital services and next-gen tech capabilitiesto companies with strong corporate cultures andcomplementary value.
In bullet-list form, briefly summarize up to ten (10) of the chief accomplishments of this organization since the beginning of 2017 (up to 150 words).
• Acquired Voxpro, enhancing TELUS International’s unique customer experience offering.
• Acquired Xavient Digital, expanding the company’s globalfootprint into India for the first time, and rapidly scaling TELUS International’s digital and IT services offering.
• Achieved an 83 percent global employee engagement score (up two basis points from 2016)
• Grew organically by 10,000 team members in just two years, reaching a total of more than 30,000 team members globally.
• Conducted a TELUS Days of Giving event in each of the regions TELUS International operates
• Awarded $500,000 in grants to local charitable organizations through the TELUS International Community Boards.
• Opened new state-of-the-art service delivery centers in Bulgaria and in El Salvador
•Named Outsourcing Provider of the Year at the 2017 Contact Center Excellence Awards
•Recognized as an Achievers 50 Most Engaged Workplaces in 2017
Of the following measures of success, which ONE do you want the judges to most appreciate about your organization's story of achievement since the beginning of 2017? Fast Growth