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Company: Inspiro Relia, Inc., Makati City, Philippines
Company Description: Inspiro is the outsourcing specialist with a network of 32,000 customer champions in 51 strategic locations across North America, Latin America, and Asia-Pacific. We deliver multilingual, end-to-end, value-driven CX solutions to the world’s leading brands. Inspiro is owned by Relia, a member of Japan’s Mitsui Group.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Team of the Year
 Nomination Title: 20 Years of CX Excellence
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the nominated customer service team's achievements since the beginning of 2020, OR an essay of up to 650 words? (Choose one):
An essay of up to 650 words
- 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 an essay of up to 650 words, place it in the following space:
Total 535 words used.
Outsourcing specialist Inspiro is the first and only outsourcing provider supporting the entire customer lifecycle of connectivity company [REDACTED FOR PUBLICATION]. The 20-year relationship began in 2002; [REDACTED FOR PUBLICATION] started to outsource some of its customer service functions to the Philippines.
To support [REDACTED FOR PUBLICATION] growing requirements, Inspiro set up two dedicated onshore operations – Madison, Wisconsin in 2013 and Coeur d’Alene, Idaho in 2017 – complementing our three center operations in the Philippines. [REDACTED FOR PUBLICATION] our Customer Service Team dedicated to serving [REDACTED FOR PUBLICATION] and its customers is among its skilled, highly-trained, dedicated, and tenured agents.
Today, Inspiro proudly serves three brands under [REDACTED FOR PUBLICATION] through 2,000 FTEs, including 300 in a new site in Latin America.
The challenges of 2020, including the need to transition from 100% brick-and-mortar operations to a hybrid delivery model, did not deter us from being a reliable partner and making significant contributions to [REDACTED FOR PUBLICATION] growth. We continue to sustain the momentum, exceed client expectations, and expand our partnership to cover new geographies and business lines.
Here are the milestones achieved:
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Inspiro is the first and remains the only outsourcing provider supporting [REDACTED FOR PUBLICATION] entire customer lifecycle from acquisition, customer service, technical support, back-office support, billing, and retention.
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Inspiro continues to be one of [REDACTED FOR PUBLICATION]biggest outsourcing providers, with over 2,000 FTEs across the enterprise, including 300 in the United States and 300 in Latin America.
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As its most tenured provider, Inspiro is a significant contributor to [REDACTED FOR PUBLICATION] four consecutive JD Power Awards (2018 to 2021) [REDACTED FOR PUBLICATION]
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Three consecutive IT Vendor of the Year (2019, 2020, and 2021) recognition with a score of 93.66% [REDACTED FOR PUBLICATION]
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This year, we celebrate a milestone in our partnership with our 20-year relationship.
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Inspiro is the first vendor to achieve the back-to-back CORE 4 Award, beating seven US domestic and four vendor sites. This is the first time a partner has achieved this feat since the program’s inception.
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Our Idaho site is [REDACTED FOR PUBLICATION] Outdoor Center of Excellence,” supporting 60% of the total enterprise Outdoor calls.
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Our US team has consistently performed over the 100% index every month for the Voice of the Customer Program and Customer Satisfaction (CSAT) metrics.
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Successfully transitioned 73.1% of our [REDACTED FOR PUBLICATION] agents to a work-from-home (WFH) delivery model, achieving 93% productivity during the first three months of our WFH engagement.
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Due to our stellar performance, we were awarded a new split to support [REDACTED FOR PUBLICATION] newly acquired wireless business), with 120 agents to date handling over 20 tasks.
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The Philippine team has been named [REDACTED FOR PUBLICATION] for two consecutive years, besting seven other sites. The campaign persuades subscribers to upgrade its new TV box.
In our 20 years as partners, we have built a solid relationship putting customers and employees front and center. We have seen our organizations grow and prosper, our leaders sharing the same vision and mission, and our people becoming one family. Through all these, there is one constant for Inspiro – it is the value that it brings to [REDACTED FOR PUBLICATION].
- In bullet-list form, provide a brief summary (up to 150 words) of up to ten (10) of the chief accomplishments of the nominated customer service team since the beginning of 2020:
Total 136 words used.
- First and only outsourcing provider supporting [REDACTED FOR PUBLICATION] entire customer lifecycle
- Remains one of [REDACTED FOR PUBLICATION] biggest outsourcing providers, with over 2,000 FTEs across the enterprise
- A significant contributor to [REDACTED FOR PUBLICATION] four consecutive JD Power Awards
- Three consecutive IT Vendor of the Year (2019 to 2021) recognition with a score of 93.66%
- Back-to-back CORE 4 Awardee
- Idaho site named [REDACTED FOR PUBLICATION]“Outdoor Center of Excellence,” supporting 60% of the total enterprise Outdoor calls
- Consistently performed over the 100% index every month for the VOC Program and CSAT metrics
- Successfully transitioned 73.1% of our [REDACTED FOR PUBLICATION] agents to a work-from-home (WFH) delivery model, achieving 93% productivity during the first three months
- Awarded new split to support [REDACTED FOR PUBLICATION] newly acquired wireless business), with 120 agents to date
- Named [REDACTED FOR PUBLICATION] for two consecutive years
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