Company: Inspiro, Makati City, Philippines
Company Description: A global CX outsourcing leader, Inspiro empowers smart, secure, seamless, scalable, and satisfying customer experience (CX) across a network of 58,000 BPO and customer champions in 100 strategic locations. With delivery operations in North and Latin America, Australia, and the Asia Pacific, Inspiro supports every stage of the customer lifecycle. Inspiro is owned by Altius Link, Inc.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Best Use of Technology in Customer Service - All Other Industries
 Nomination Title: Inspiro
- 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 77 words used.
[REDACTED FOR PUBLICATION]
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2021, 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.
- Outline the nominated achievement since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 237 words used.
To develop our DX solutions suite – across intelligent automation, customer engagement, employee experience, analytics and insights, and cloud security – we’ve established strategic partnerships with global tech luminaries, bringing Inspiro access to industry-leading products and services.
[REDACTED FOR PUBLICATION] supplies [REDACTED FOR PUBLICATION]. Via our Modern Data Warehouse, powered by [REDACTED FOR PUBLICATION], we’re automating our financial, HR, and capacity-planning reports, enabling more agile decision-making.
Shifting our IT infrastructure to a hybrid cloud setup, we’ve launched [REDACTED FOR PUBLICATION], as the omnichannel tool for our Service Desk, and completed email migration to [REDACTED FOR PUBLICATION]. As we consolidate circuits and simplify, we continue to leverage our partnership with [REDACTED FOR PUBLICATION].
The [REDACTED FOR PUBLICATION] recording platform allows us to capture and manage interaction data from a variety of channels and sources in one place, while [REDACTED FOR PUBLICATION] is now our official speech-to-text platform.
[REDACTED FOR PUBLICATION] has turned our legacy HR system into a unified platform for managing onboarding, payroll, leave and attendance, performance management, and continuous learning. With our Philippine sites nearing 100% adoption, we’re working to do the same for the US and Latin America.
We leverage generative AI with [REDACTED FOR PUBLICATION] and our knowledge base, empowering our CX champions to deliver exceptional CX in real-time. With [REDACTED FOR PUBLICATION], we’ve reinforced our workforce analytics and productivity monitoring, giving our teams insight on how agents spend time, allowing us to consistently optimize service levels.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 194 words used.
Inspiro empowers smart, secure, seamless, scalable, and satisfying customer experience (CX), through our network of 58,000 BPO and customer champions, at 100 strategic locations.
Across North and Latin America, Australia, and the Asia-Pacific, we’ve served the CX requirements of the most demanding, fast-growing industries for over 20 years, covering telecoms, retail and e-commerce, travel and hospitality, banking, fintech, media, mobility, healthcare, energy, and utilities.
Inspiro supports every stage of the customer lifecycle, through next-generation CX solutions that integrate our four levers for enabling excellence: strategy, people, innovation, and analytics.
We’re committed to staying – and keeping our clients and their customers – at the forefront of technology. We’ve therefore embarked on a digital experience (DX) transformation, transitioning Inspiro from traditional – albeit exceptional – contact center to digital CX provider.
Guided by our four levers, our DX aims to:
- enhance agent experience, with easy, enjoyable access to information, skills augmentation, and hybrid work options;
- improve customer experience, with seamless channel interactions, personalized support, and faster resolution, through predictive, descriptive, and prescriptive analytics; and
- optimize operational efficiencies, via frictionless connectivity, task-appropriate automation, proactive data security, and productivity monitoring.
Inspiro’s owned by Altius Link, Inc.
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 220 words used.
Our proven operational agility, Lean Six Sigma methodology, and emphasis on employee engagement consistently allow for continuous improvement. These same assets have also proven utterly crucial in incorporating and proliferating all the changes, across our vast worldwide network.
On top of everything else, we’ve developed a growing number of in-house apps that optimize our internal processes and complement our clients’ tech stack. We continue to prioritize information security, with monthly security awareness training and expanded data protection efforts, ensuring that all workstations, including corporate support and ops support, have exemplary security controls.
Putting it all together has been a considerable – and considerably complicated – undertaking, but certainly a fruitful one. Still in mid-stream, our DX program has already delivered substantial results:
enterprise benefits
- 30% reduction in telecoms costs
- 30x bump in voice and data traffic speed
client operations
- +92 new-hire NPS rating
- 4.53 CSAT rating
- 45% process efficiency gains
- 97% reduction in evaluation time
- 20% increase in agents’ speed-to-proficiency
- 20% reduction in agent onboarding time
- 10% call-management efficiency gains
agent performance
- 20% improvement in Average Handling Time (AHT)
- 20% improvement in sales conversion
These results show that we’re well on our way to integrating DX into every area of our organization, creating seamless automation and analytics-driven results, ultimately enhancing agent experience, elevating customer experience, and optimizing operational efficiencies.
| Attachments/Videos/Links: |
|---|
|
