Company: Inspiro, Makati City, Philippines
Company Description: Inspiro is the outsourcing specialist with a network of 36,000 customer champions in 51 strategic locations across North America, Latin America, and Asia-Pacific. We deliver multilingual, end-to-end, value-driven CX solutions to the world’s leading brands. Inspiro is owned by Relia, a member of Japan’s Mitsui Group.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Management Team of the Year
 Nomination Title: Serving Customer Delight for Decades
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 200 words used.
Inspiro empowers smart, secure, seamless, scalable, and satisfying customer experience.
With 36,000 digital-native customer champions, across 51 strategic locations, we support every stage of the customer lifecycle, through next-generation CX solutions that integrate strategy, people, technology, and analytics. We design and deliver customized, transformative digital CX, helping established and disruptive brands attain, retain, and sustain lasting customer bonds.
Our global network spans North and Latin America, Australia, and the Asia-Pacific, serving the CX requirements of the most demanding, fast-growing industries, including telecoms, media, retail and e-commerce, travel and hospitality, banking, fintech, healthcare, energy, and utilities. Owned by Relia, a member of Japan’s Mitsui Group, Inspiro is the outsourcing CX leader, with decades of experience and decades-long client partnerships.
One of our marquee client partnerships is with US connectivity company [REDACTED FOR PUBLICATION], which started with just 50 full-time employees (FTEs) way back in 2002, when [REDACTED FOR PUBLICATION] began outsourcing its customer service functions to the Philippines.
Today, we have 2,000 FTEs working for [REDACTED FOR PUBLICATION], onsite and from home, some of whom have been serving the account since the start of our operations. Inspiro is proud of the relationship, growth, and value we provide to [REDACTED FOR PUBLICATION], their customers, and our agents.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Outline the team's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 171 words used.
While Inspiro has certainly achieved a lot since 2020 – including a number of Stevies! – we'd like to focus on our milestones with [REDACTED FOR PUBLICATION]:
- marked 20 years of partnership in 2022, with [REDACTED FOR PUBLICATION] executives flying in to Manila, to personally thank our people and their families
- launched a new delivery center in Managua, Nicaragua in 2022, exclusively for [REDACTED FOR PUBLICATION] and its network. The site started with 300 FTEs and is now growing with additional 160 FTEs
- awarded a new split to support [REDACTED FOR PUBLICATION] growing wireless business, [REDACTED FOR PUBLICATION], in Q1 2022
- was the only offshore site chosen to launch [REDACTED FOR PUBLICATION], [REDACTED FOR PUBLICATION] postpaid 5G mobile service targeted at younger audiences, in 2023
- major contributor in helping [REDACTED FOR PUBLICATION] attain five consecutive JD Power (2018-2022) wins for customer service
- consistently performed over 100% (hitting 107%) for Voice of the Customer metrics
- achieved the most [REDACTED FOR PUBLICATION] ([REDACTED FOR PUBLICATION] customer interaction campaign) wins across its vendor network – 18 in 2021, and 24 in 2022, across the Customer Service, Tech, and Wireless business lines
- 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):
- 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 team's past performance (up to 250 words):
Total 202 words used.
Over the years, we’ve nurtured this partnership, exceeding expectations and providing real value. Inspiro is the only outsourcing provider supporting [REDACTED FOR PUBLICATION] entire customer lifecycle, throughout acquisition, customer service, technical support, back-office support, billing, and retention. We're also one of their biggest outsourcing providers, and the only one operating across three continents – North America, Latin America, and Asia – for [REDACTED FOR PUBLICATION], with over 2,000 FTEs.
As [REDACTED FOR PUBLICATION] has evolved, adding brands like [REDACTED FOR PUBLICATION] to their network, Inspiro has been the partner of choice for expansion. In just one year, [REDACTED FOR PUBLICATION] grew from only 70 FTEs to approximately 400 agents across multiple sites, while [REDACTED FOR PUBLICATION] should go from 40 FTEs to 100 agents by the end of Q1 2003.
On top of the achievements we’ve already mentioned, we’ve:
- earned IT Vendor of the Year – making four consecutive wins (2019-2022) – [REDACTED FOR PUBLICATION] with a score of 91.75%[REDACTED FOR PUBLICATION]
- received the highest volume share of [REDACTED FOR PUBLICATION] CX delivery functions[REDACTED FOR PUBLICATION]
Due to our stellar performance, we're the team [REDACTED FOR PUBLICATION] relies on to deliver the white-glove customer experience.
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