VXI Global Solutions - Contact Center Leader of the Year

Company: VXI Global Solutions
Company Description: VXI Global Solutions is a leading customer-care and CX organization supporting the world's leading brands.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Contact Center Leader of the Year

Nomination Title: VXI's COO Jared Morrison: Contact Center Leader of the Year

VXI has operations throughout China so we had early warnings about the coronavirus outbreak. COO Jared Morrison became the first knownBPO executive to establish an emergency Covid taskforce for our global workforce (mid-January 2020) that by spring was meeting 3x per day. From Day One, Morrison established a focused plan focused on 2 priorities only: Employee Safety and Business Continuity.

Morrison’s business-continuity plans rolled out around the world. This is when the corporate ethos he built, “Passion for People,” shined brightest. He launched the VXI “10-Point Safety Plan,” which contained meticulous health checks, social-distancing practices that exceeded CDC and WHO guidelines and intensive sanitation measures. When the Philippines entered lockdown, Morrison engineered an unprecedented initiative to house 11,300 employees in hotels for 3 months, where Covid cases were minimal and business services were maintained. He provided hazard pay, additional allowances, free meals, face masks and hand alcohol, thereby significantly improving their safety while enabling them to continue providing income to their families.

Simultaneous, he transitioned 10,000 global employees to remote workers in <90 days. In real time, the company retooled its business model. It redesigned remote agent training, licensed technology, delivered 1,000s of computers and phones to newly remote workers and even coordinated Internet installations in neighborhoods.

From Davao, Philippines, to Canton, Ohio, and Kingston, Jamaica, VXI became a model of worker safety thatlocal governments highlighted for other businesses to emulate.

Briefly describe the nominated individual: history and past performance (up to 200 words):

In six years between 2014-2020, Chief Operating Officer Jared Morrison led VXI’s remarkable expansion, growing operations from 10k to 35k employees while expanding CX services to more than 100 lines of business in North America, APAC and Europe.

Morrison is among the most enthuiastic and team-first leaders in BPO. Based in Manila, he maintains ESAT rates near 90% and won nearly ~100 “best in class” awards from VXI’s clients. VXI's Philippine CAGR is +250% greater faster than the country's 8% BPO average. Morrisonwon ICT’s award for “Best BPO in the Philippines” an unprecedented 3x (2016-2019) and was inducted into ICT's Hall of Fame. Globally, Morrison between 2014-2018 saw VXI’s operations grow +25% with multiple site expansions.

Morrison’s motto, “Focus on inputs, not results,” drives a culture of merit, transparencyand creating opportunities. His "Passion for People" diversity iniatitve changed how Philippine BPOs hire. VXI’s internal promotion rate is +90%, monthly attrition has decreased 50% in 3 years to 1.2% and overall team productivity has improved 18% due to Morrison's programs.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):

VXI’s ability to sustain delivery and high performance in 2020 was recognized by existing clients as well as new partners. Multiple existing clients expanded our business relationships, including a U.S.-based global telecommunications giant that added 1,300 new agents. VXI won more new logos in 2020 than it has in several years, in part because several of its BPO peers struggled to maintain business continuity. In one example, in two weeks VXI secured foreign-speaking agents for a new client after it had worked unsuccessfully for two months to fill the positions with two well-known BPOs. VXI’s new logos include a leading satellite radio provider, a well-known apparel company, a Silicon Valley Unicorn and the U.S. government.

Morrison’s extraordinary efforts to secure safe lodging for 11,300 Philippine employees reduced absenteeism by 50% during lockdown. More importantly, it provided safe places for teammates; VXI estimates it experienced below-average Covid cases compared to peers.

Throughout 2020, VXI has experienced nearly two dozen surprise health inspections by the local governments. Each time, it certified as fully compliant. VXI’s revenue projections remain close to pre-Covid forecasts. The company emerged as a leading corporation focused on employee safety. By comparison, multiple competitors experienced significant setbacks, entered bankruptcy or experienced challenges protecting their employees’ health. VXI emerged as a leading industry success story.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
https://business.inquirer.net/307967/11th-asia-ceo-awards-bares-circle-of-excellence
https://www.facebook.com/VXIPH/videos/1564791110349549/
https://www.facebook.com/VXIPH/videos/596792040925047/
https://vxi.com/news/jared-morrison-promoted-to-chief-operating-officer-of-vxi-global-solutions/
https://stevieawards.com/sales/vxi-global-solutions-contact-center-leader-year
VXI’s 10-Point Safety Plan https://vxi.com/vxi-10-point-safety-plan/
VXI was the only BPO to engage a U.S. medical doctor as the VXI health education expert https://vxi.com/more-safety-with-vxi-medical-advisor-dr-karen-pike/