Anexa BPO - Customer Service Management Team of the Year

Company: Anexa BPO, Mexico City, Mexico
Company Description: We’re a Mexican company with over 20 years’ experience in offering tailored solutions to a wide variety of companies to accomplish diverse business goals, whether they be centered around customer experience or by acting as a strategic outsourcing partner. Through the integration between technology, processes, and human talent, we are committed to transform customer service.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Management Team of the Year

Nomination Title: A team essentially committed to our customers and our collaborators

Anexa BPO is a Mexican company with over 20 years’ experience in offering tailored solutions to a wide variety of companies to accomplish diverse business goals, whether they be centered around customer experience or by acting as a strategic outsourcing partner to help our customers drive their internal innovation. In the past three years, we have managed to transform from a small, unknown player in the Mexican market, to an award-winning company for omni-channel customer service.

We have customers in the telecommunications, education, and government sectors, among others, which have been key to the Mexican people during the Covid-19 pandemic. We were able to provide continuity for our customers in the public and private sectors during the onset of the pandemic without any major incidents; and we were able to protect our agents’ health by implementing a remote work mode at a country-wide scale. This means our end customers were able to conduct their lives as normally as possible in these strange times, our agents supporting them every step of the way.

Some of the key actions that helped us face and survive Covid-19 as well as a recession in Mexico:

The agreement in late 2019 to start a project that would allow agents to work remotely would end up giving us a head start in March 2020, when we sent the first agents home without any major service issues as early as 72 hours after the Mexican government issued social distancing orders. This all thanks to the work done by the leaders of IT, operations, and human resources, who oversaw the configuration and issue of company equipment, adapted service models to maintain information security, and trained agents to help them adapt to their new working environment. All this in our 6 locations all over Mexico.

In February 2020, our IT and QA department leaders achieved the PCI DSS certification. They worked tirelessly to make Anexa ISO 27001-certified by August, and we also became ISO 9001-certified in January 2021. These were all earned for the first time in the company’s history, and they give us a competitive advantage over other companies regarding the quality of our services, which translates into a higher satisfaction rate.

In February 2020, the leader of our marketing department won Anexa’s first ever gold Stevie in the Stevie Awards for Sales and Customer Service. After that, she went on to win eight more awards in national and international competitions.

We also surpassed expectations on the following KPIs:

-Sales conversion: 38% increase from pre-pandemic levels

-Effective calls: 12% increase from pre-pandemic levels

-Quality: 24% increase from pre-pandemic levels

-First call resolution: 8% increase from pre-pandemic levels

-Agent turnover: 2% decrease from pre-pandemic levels

From the C-suite to the agents, we more than surpassed expectations, achieving a 9.1/10 in customer satisfaction in our annual survey in December 2020.

All areas supported each other on the projects and initiatives that sprouted from all over the company, and the internal communications team did a specially stellar job supporting all employees regardless of location or position by setting up an online information hub to keep everyone up to date with their state’s guidelines and important company announcements, as well as regularly hosting workshops on mental health and grief. A key element of their efforts has been “Línea de Escucha”, an employee helpline that provided certainty in an uncertain time. They’ve done such good work that other call centers in the city of Guadalajara are calling on them to help implement a similar system to Línea de Escucha to boost employee morale in their own companies.

It is worth noting that all of these achievements happened in the context of a global pandemic and an economic recession in Mexico. Anexa BPO has proved to be committed to keep loyal to its values: professionalism, passion and teamwork. Those were the lines that led us successfully through these hard times.

Attachments:

3 international certifications – PCI DSS, ISO 27001, and ISO 9001 – for the first time in company history

6 national and international awards – 5 Stevies (1 Gold at the SSACS, 3 Bronze, 1 Gold at the IBAs), 2 North American Customer Centricity Awards, 2 Premio Nacional (National Award to Excellence in Contact Centers)

The employee information hub

Some key figures (more on the PDF):

Configured up to 1,040 remote users for home office (for 60% of our employees), surpassing our original goal of 600

We sent 30% of our workforce all over the country home in only two months and did not report any major issues during or after the migration