The Requirement / The Challenge
As they expand their presence in Asia, they are looking for a partner that could build them an omnichannel customer service support team. Giving them full management of the team, while providing support on the policies and need-to-knows in the Philippine market.
Eastvantage was able to provide the client the autonomy they want while being guided by experts on tech systems such as the telephony and CRM tools, and more importantly, establishing SOPs and metrics. For their CRM tools and telephony, we were able to give them the best possible options, laying down all pros and cons and business cases, and gave them the freedom to choose. As they continue to grow, our pioneer team of experts trained with their partner tech facilities and established necessary SOPs and knowledge bases that they would need to grow the team’s performance.