Problem / Challenge
In 2018, the client, a leading eLearning company, experienced a high renewal rate of their B2B partnerships with a wealth of opportunities for innovation and growth. In order to remain agile, ensure proper monitoring of work quality, and improve efficiency and productivity, the company decided it had to centralize delivery from a strong regional hub which would allow them to scale easily in response to changing client demands. Part of the strategy was to provide better and more secure working arrangements for their existing Philippine team composed of Learning Specialists, HR Helpdesk Specialists, Virtual Teachers, and an Accountant. To accomplish these objectives, they needed to transition the team members from a work-from-home set up into a secure office setting. However, they were not a legal employer in the country, nor did they have the facilities and local knowledge to execute the strategy.
Solution
After a thorough evaluation of the requirements, Eastvantage took over as legal employer of the client’s existing Philippine team members. They were hired as full-time employees, and were provided with office space and full employer support requirements such as HR, payroll, and IT. In addition, the team was augmented with additional multilingual staff as needed.
The team is composed of 22 people, with profiles ranging from education support to back-office specialists in HR and finance. As they are responsible for delivering support to different regions, including Europe, the Americas, South and East Asia, and Southeast Asia, all team members are proficient in at least two of nine languages:
- English
- Japanese
- Korean
- Mandarin Chinese
- Italian
- German
- Spanish
- French
- Portuguese
The team provides 24/7 live support via email and voice, and uses the following tools:
- Skype for Business
- Financial Force
- Expensify
- Zendesk
- Online Learning Website
With such a diverse group, Eastvantage also provides strong operational support (like happiness initiatives, among others), the true key in making offshore staffing work.
Outcome
By leveraging the local knowledge and expertise of Eastvantage, the client was able to facilitate the establishment of a centralized support hub in the Philippines at less cost and minimal disruption to their operations.
With close monitoring on the ground by the assigned Eastvantage Business Partner, team performance improved considerably, and all metric objectives have been met and consistently surpassed.
Current averages versus targets are:
- Attendance – 98% vs. 95%
- Call completion – 100% vs. 85%
- Email completion – 100% vs. 90%
- Initial Login – 95% vs. 90%
- Assessment completion – 89% vs. 85%
Based on online reviews by learners, the rating for the client has gone up from 4.8 in 2017 to 5 in 2022. The improved learner satisfaction, mainly due to the exceptional performance of the team under Eastvantage supervision and guidance, helped increase customer loyalty and demand. Also, the client together with their corporate accounts have received numerous prestigious awards in best learning program categories. Eastvantage has been supporting the client’s success goals for over three years now, and has been growing in line with the client’s business growth.
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