Epixtar
Offshore
Philippines, the Destination of Choice
With a strong affinity for U.S. culture, the Philippines
has become the location of choice for teleservices due to its
an ample supply of English speaking, computer and Internet-savvy
college graduates who view contact center work as a career as
well as the economics of local labor rates. These benefits are
compounded by reduced attrition, which contributes to reduced
operational costs and superior performance.
Epixtar has three years experience performing outbound telesales
from the Philippines, effectively pioneering these programs
to develop agent training and coaching programs, compensation
plans that incorporate monetary and recognition-based rewards,
and procuring technology solutions to support outbound operations.
Epixtar’s early decision to move exclusively offshore
placed our client management, and center operations teams
ahead of the pervasive shift to globalize services while providing
insight into the requirements for successful outsourcing in
the Philippine environments. These strengths are magnified
by the fact that the Company doesn’t have any of the
resource drag associated with domestic infrastructure. Management
experience and the familiarity with the requirements for building
successful operations in the Philippines accrued over the
past three years has created the following highly developed
competencies:
Contact center management – Team members have managed
international centers with significant emphasis on the culturally
specific aspects of agent motivation and compensation; navigating
the particularities of HR regulations in the Philippines;
as well as the attraction retention of talent in an increasingly
competitive market for human capital.
Outbound model – ICCG executives pioneered outbound telesales
in the Philippines working jointly with outsourced partners
to create effective agent training and coaching programs,
compensation plans that incorporate monetary and recognition-based
rewards, and procure technology solutions that support outbound
operations.
Professional development – With a highly structured organization
delineating clear paths for career achievement, the Company’s
executive team has developed a unique combination of expectations
and anticipated accomplishment ranging from fiscal success
to future professional growth. This commitment is embodied
in the deployment of career centers within each facility housing
the recruiting staff as well as information explaining opportunities
for advancement and edification while employed with the Company.
Facilities design & construction - Epixtar has established
the benchmark for well-designed user-friendly centers.
Telecommunications expertise – The executive team boasts
several telecommunications veterans with experience in sales
and marketing as well as technical service delivery reaching
back to the early days of de-regulation when the US telecommunications
industry was in its infancy.
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