Company: OneBPO, Iloilo City, Philippines
Company Description: OneBPO is a cost-efficient outsourcing company headquartered in Manila and Iloilo City, Philippines, and specializes in serving small-to-large-sized enterprises worldwide. OneBPO commits to delivering enhanced customer experience and satisfaction by providing clients with 100% Managed Services.
Nomination Category: Company/Organization Awards Categories
Nomination Sub Category: Management Team of the Year at a Women-Owned or -Led Organization – More Than 10 Employees
 Nomination Title: OneBPO's Management Team of the Year
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated management team, 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 appropriate spaces below:
- Briefly describe the nominated organization: history and past performance (up to 200 words):
Total 198 words used.
OneBPO, initially named Outbounders.com, was established in 2012 as a virtual company providing home-based managed services for small to mid-sized businesses in the United States.
From 2013 to 2016, OneBPO experienced growth and development, establishing office-based operations in Manila and Cebu in 2013, and also an Iloilo office in 2017, now its designated headquarters. Strategic incremental expansion and innovation were necessary to accommodate growth, requiring increased seating capacity and a diverse talent pool to efficiently handle operations and meet client manpower requests.
Presently, OneBPO has a workforce of over 300 employees in Iloilo City, catering to over 20 international clients. They have diversified their service offerings beyond outbound services to include inbound sales, technical support, customer service, virtual assistance, medical billing, and more.
Currently, OneBPO is owned and led by Alice Grace Ledesma-Bautista, its President and Chief Executive Officer, who started her career in the company as a Junior Operations Manager in 2012 and has now reached the pinnacle of her career. With her experienced and dedicated executives and management team, they have ensured a strong foundation for OneBPO as a leading BPO company in Iloilo and in the country amidst the aftermath of the COVID-19 Pandemic.
- Outline the management team's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 248 words used.
The COVID-19 pandemic had a significant impact worldwide, especially on the Philippines, a Third World country. While it presented significant challenges for numerous companies, both large and small, it served as a catalyst for transformation within OneBPO. Rather than succumbing to difficulties, OneBPO has thrived by innovating client and employee management and continuously expanding capital expenditures without the need for third-party support.
Since July 1, 2022, OneBPO has undergone substantial strategic and innovative organizational growth, tripling in size to provide management and leadership support.
- Finished construction of its own third two-story building in Iloilo for support staff and operational use in November 2022.
- In 2020, forced to close their Cebu office operations due to COVID-19 influenced by government restrictions, OneBPO decided to strategically relocate to Iloilo City. The CEO opted to purchase an existing structure and renovate and construct their own buildings.
- Prioritized employee well-being even after the COVID-19 pandemic through:
- Maintaining cleanliness and health protocols
- Joining and supporting active sports activities such as Basketball and Zumba programs
- Deploying mental health awareness programs
- Maintained leadership, training, and development initiatives for the leadership team.
- Sustained corporate social responsibility programs such as:
- Adopt a school program
- Supporting mental health programs for the youth.
- Cemented client and company relations through the CEO’s visit to the United States in November 2022.
- Celebrated its 3rd Year Anniversary of the Iloilo Headquarters in October 2023.
- Won a Bronze Asia-Pacific Stevie Awards for Innovation in Customer Service Management, Planning, and Practice category in April 2024.
- 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 191 words used.
Today, through CEO Alice's vision and dedication, OneBPO operates in its own business complex providing employment to more than 300 people, with complete call center and back-office solutions to clients globally. She recognizes the growth potential of OneBPO and knows that, through her leadership and the support of her team, the company will continue to grow and achieve 1,000 billable employees by 2027. (https://drive.google.com/file/d/1Ir8H-QFTW5vC-WIXYBjupEia_EnJRsM9/view - OneBPO’s Company Profile)
To know more about OneBPO, you can visit the following references:
- https://onebpo.com/ - OneBPO Website
- https://www.outbounders.com/ - Outbounders.com Website
- https://www.youtube.com/watch?v=NNRuE_AI_a0& - The video depicts and narrates the history of Outbounders.com and the establishment of the Cebu office in 2016.
- https://www.youtube.com/watch?v=D28hXR8NjV8 - The video depicts the establishment of the Outbounders Satellite Office in Iloilo in 2016.
- https://www.youtube.com/watch?v=lESCdQCqmPU - The video recounts OneBPO’s COVID-19 Pandemic Journey
- https://www.youtube.com/watch?v=iwOWpJKDip8 - The video depicts the OneBPO management team receiving the award during the 2024 Asia-Pacific Stevie Awards.
More supporting details can be found in this link:
https://drive.google.com/file/d/1HI9OjNYy8P1C2OjBlRvhr56WRrAL6zf4/view?usp=sharing
- 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 244 words used.
Having and owning their own business complex gave OneBPO complete control and exclusive utilization of their production floors, a competitive advantage compared to other BPOs that rely on office rentals, saving millions in facility and utilization costs. The newly constructed building includes dedicated offices for support staff, training, and operational functions.
OneBPO maintained financial expenditure for employee well-being and growth initiatives, and their corporate social responsibility programs as top priorities during and after the pandemic. This allowed them to bolster and improve their manpower’s wellness and skills while helping and reaching out to the Ilonggo community.
In November 2022, the CEO herself traveled to the US and visited clients in five different states. This action cemented client relations, who expressed their gratitude and sense of fulfillment as they surpassed and even thrived with OneBPO during the pandemic.
In August 2023, OneBPO celebrated its third anniversary which showcased OneBPO’s resilience as it weathered the challenges posed by the COVID-19 pandemic but how it also grew and thrived during those times.
Lastly, in April 2024, OneBPO was awarded a Bronze Asia-Pacific Stevie Awards for Innovation in Customer Service Management, Planning, and Practice category for their submission “OneBPO: Thriving Amidst the Uncertainty of the COVID-19 Pandemic” which recounts the company’s journey throughout the pandemic.
Truly, OneBPO has taken incremental strides to recover from the impacts of the COVID-19 pandemic, through innovative and transformative changes that other small-scale BPOs may not have been able to implement or maintain.
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