By BERNIE CAHILES-MAGKILAT
Singapore-based Everise, a next-generation BPO, is currently recruiting thousands of work from home WFH) staff in the Philippines to supplement their headcount in Manila.
Sudhir Agarwal, Founder and CEO of Everise, said in a statement that “The operational metrics point to us having an appetite for growth, and as such we are poised for strong recovery post-COVID-19 and the necessary restrictions on movement.”
With this move, the company hopes to reduce the 17.7 percent unemployment rate which is an all-time record high for the labor market in the Philippines. According to the Philippine Statistics Authority, there were 7.3 million unemployed adults in April during the time of economic shutdown.
Agarwal said that despite uncertainties within the travel and hospitality industries due to the Covid-19 pandemic, the company has experienced a phenomenal 18% growth in headcount since the start of the year 2020, with new business wins from the Food Delivery, Gaming, eCommerce and Healthcare industries.
Everise has a well-earned reputation for success among its clients. Staff attrition rates fell to a record-low of 1% in April, and accordingly, the company’s KPI pass rate (the measure by which the company achieves all targets set by clients) increased to 97%. Three of the largest key clients ranked Everise as #1 vendor.
The Everise customer experience center in the Philippines is the company’s largest to-date. Housed in two facilities in the Bonifacio Global City in metro Manila, the Everise offices feature modern infrastructure and amenities. However, these facilities currently sit nearly empty due to local
Everise moved 90 percent of their 12,000 strong support of customer service champions onto a secure Desktop as a Service (Daas), work at home ([email protected]) solution in under two weeks during March 2020, in no small part a factor that has supported increased demand from enterprise customers.
“We are a people-first company who has entrepreneurship and innovation in our DNA. It is critical that we live these values during a crisis to offer a superior brand experience,” said Agarwal.
Awarded for its [email protected] solution, Everise invested millions of dollars in developing talent, tools, infrastructure and security practices over the past two years to enable staff to work from home.
“We engineered home-based operations such as remote recruiting, virtual training and on-boarding,
and business intelligence. As a result, all of our solutions, including omnichannel customer service, tech support, fraud detection, and community moderation, chatbots and natural language interactive voice response systems, can be delivered from home,” said Agarwal.
“We are exceedingly grateful that due to this foresight, we have not only been disrupted by the ongoing Covid-19 crisis, but we’ve been able to step in where other companies could not continue to support their customers.”
Employees now work at home on secure Virtual Desktop infrastructure and telephony, which are scalable and sustainable processes.
In December 2019, Everise projected that its [email protected] solution would experience a 26 percent compounded annual growth rate (CAGR) between 2019 to 2024. Revenue is expected to grow by 50 percent between 2019 to 2020. “Yet now, we project total champion headcount growth of 50 percent in 2020. And the entire additional headcount will be using the [email protected] setup,” said Agarwal.