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VXI Global Solutions - Contact Center of the Year

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Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: VXI Global Solutions, Los Angeles, CA
Company Description: With more than 28,000 employees across 42 delivery centers, VXI Global Solutions is a leader in customer experience management. Established in 1998, the company delivers business services and technology solutions tailored for clients to deliver superior customer experience (CX). VXI has a diverse workforce working in centers in North and Latin America, Caribbean, Europe and Asia Pacific.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Over 100 Seats) - All Other Industries

Nomination Title: VXI – Contact Center Partner for the world’s leading brands – sustainable double digit growth in the highly competitive customer management BPO industry

Tell the story about what this nominated contact center achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Our clients trust that we are obsessed with their customer experience and creating friction-less customer journey.

Continued double-digit compound annual growth rate (3-year CAGR growth at 21%)
-Dynamic growth, from $32 million revenue in 2006 to $509 million revenue in mid-2016 ($100+ million increase over the last year).

Increase in workforce, from 19,208 in mid-2016 to 28,088 currently.

Since July 2016, VXI has opened 2 new nearshore sites in Guatemala and Jamaica, added 4 new sites in the Philippines and China offering 7,166 new seats.1

The VXI Advantage

VXI has successfully delivered positive business outcomes to clients on the basis of four key differentiating capabilities that catalyze customer engagement innovation:

1.TECHNOLOGY ENABLED CX MANAGEMENT

To embrace digital and meet the shifting needs of our clients’ customers, we provide comprehensive BPO and ITO services that span across customer acquisition, care, retention and growth, as well as VOC analytics, CX-focused UX interface, and mobile app development. Our purpose-built tools enable best in class Customer Experience2:

Talent Match Pro™ reduces recruiting time and increases recruitment success rate through automated talent acquisition stages.

Training Simulator™ reduces the learning curve and increases speed to proficiency by building skills and confidence in a simulated learning environment.

Performance Pro 360™ decreases coaching time, increases coaching compliance, and improve operational performance.

VisionSuite™ integrates digital IVR, CRM and QA tools to manage contact-center business processes end-to-end.

2.PASSION FOR PEOPLE

The success mantra behind the transformational performance is seeded in our operating ethos, “Passion for People”, focused on engagement, development and retention of our employees. At VXI, we truly believe that the key to driving consistent and predictable business results lies in investing in our people. Given that, tactical investments were made and executed over last 12 months, focusing on training and performance reinforcement. Our employees are happy working with us, and we scored an 84% ESAT rating in 2017 across the company, a 20% improvement in the last 2 years. Our employees have made a career for themselves by following a well-defined career roadmap and growth opportunities (75% of our middle management has been promoted from within). We pay 300% higher variable pay than the industry benchmark to drive a fierce merit-based performance management rigor 3.

3.SALES EFFECTIVENESS

At VXI, 75% of our client operations have an element of customer acquisition or customer extension, wherein sales conversion is a primary key indicator. Most of our client programs started small and quickly grew in scale based on SL attainment, nimbleness, and change management capabilities.

For the US Leading Telecommunications Co., our sales performance has catalyzed account growth from 100 associates to more than to 2000 over the recent years. The complexity of sales services delivered by VXI has also shifted over time as we moved up the value chain, from providing simple sales support to moving towards up-sell/cross-sell campaigns and assembling a universal mobility Center of Excellence (COE) earlier this year4.

4.OPERATIONAL EXCELLENCE

VXI has a track record of earning our clients’ trust. We thrive in a multi-vendor environment and consistently rank as a top supplier on the basis of our service delivery excellence, operational practices, and change management capabilities.

For US’ No 1 Satellite Co., VXI generated $50 million in service upgrade sales alone from July 2016 to July 2017. For a Leading Subscription-Based Online Retailer, VXI generated 30% more income than the goal set for all service providers, delivering close to $27.3 million in revenue for the same 12 months.

Our clients have bestowed us with prestigious awards. Moreover, we industry recognition for being the Leading Service Provider and Best Contact Center and BPO Company of the year at the ICT Awards in April 20175.

Appendix Documents

  • 1VXI Overview Brochure
  • 2Technology Enabled CX Brochure
  • 3Passion for People Brochure
  • 4Sales Effectiveness Brochure
  • 5Operational Excellence Brochure