Company: GlowTouch, LLC, Louisville, KY
Company Description: Founded in 2002, GlowTouch’s 2,300+ employees provides personalized contact center, business processing, and technology outsourcing solutions to global clients. A certified Woman-Owned Business and six-time Inc. 5000 honoree, GlowTouch is headquartered in Louisville, KY, with contact centers in San Antonio, TX and Miami, FL, the Dominican Republic, the Philippines, and Mangalore, Bangalore, India.
Nomination Category: Achievement Categories
Nomination Sub Category: Achievement in Growth
 Nomination Title: GlowTouch's Achievements in Growth
- Briefly describe the nominated organization: history and past performance (up to 200 words):
Total 193 words used.
This is GlowTouch’s 20th year in the BPO industry. From modest beginnings, we have grown into a global enterprise with thousands of staff members spread across eight locations, providing contact centers, back-office processing, and technology outsourcing services. Along the journey, we carved an identity as The Uncommon BPOTM through:
- an unparalleled depth and breadth of skills and experiences
- a culture that treats clients as partners and fixates on delivering “wow” experiences
- a value system that sees beyond the corporate walls and uses doing well in business as the catalyst for doing good in the community
Two points of pride are 1) our average employee retention rate of 95% and 2) the tenure of many of our clients, often more than ten years. The first point speaks to an environment where employees are valued, and the second point alludes to the results that flow from the first. Many of our relationships have grown well beyond the initial scope because we do what we say we’ll do and then some. More recently, GlowTouch has been recognized by multiple analyst/consulting firms, industry trade groups, and outside publications for its commitment to its staff and its clients.
- Outline the organization's achievements since the beginning of last year that you wish to bring to the judges' attention (up to 250 words):
Total 249 words used.
The period had been characterized by high growth, including the opening of five new contact centers in four countries and 25 new clients joining the fold. We have also been recognized by business groups, industry trade organizations, and analysts for how our corporate philosophy of Putting People First has translated into employee retention, long-tenured partnerships with clients, and a culture of giving back to the communities in which we work and live. Our organic growth has also allowed for expanding our work in impact sourcing, a BPO initiative that seeks to create employment and career opportunities for disadvantaged or marginalized populations. One partnership created jobs for people who live in rural Eastern Kentucky, home to some of America’s poorest counties, and it is now being at similarly disadvantaged indigenous populations in the Dakotas. We also use impact sourcing in India, and in the past year, about 20% of new hires have come from underserved groups. A second program benefits military spouses whose career ambitions are often disrupted by the relocation. We are a Department of Defense partner, offering jobs that are as portable as household furnishings. Additional outreach efforts target the disabled, senior citizens who want or need to continue working, and youth who have finished high school but have no college plans. We have also continued a course of technological innovation through the creation of automated tools and dashboards that support our programs. These projects touch on text analytics, workforce management, and artificial intelligence applied toward security risks.
- 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):
Total 46 words used.
In addition to our responses above, we have created a web page highlighting our achievements in growth since July 2020 that outlines specific actions and events supporting our submission. his page is password protected. The password is GTsaWIB22! and it is case-sensitive. https://www.glowtouch.com/stevie-awards-women-in-business-j09-achievement-in-growth/
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievements since July 1 of 2020, OR written answers to the questions? (Choose one):
Written answers to the questions
- 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, provide them in the appropriate spaces below:
In addition to our responses below, we have created a web page highlighting our achievements in growth since July 2020 that outlines specific actions and events supporting our submission. his page is password protected. The password is GTsaWIB22! and it is case-sensitive. https://www.glowtouch.com/stevie-awards-women-in-business-j09-achievement-in-growth/
- 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 organization's past performance (up to 250 words):
Total 250 words used.
A growth rate of slightly more than one new client per month is noteworthy. That this occurred during an economic slowdown only reinforces the point. Revenue through 2021 was 33% higher than the year before, and that will continue when the 2022 figures are tabulated.
We approached the pandemic period as an opportunity. It provided a real-world stress test of our business continuity practices, and we learned about the viability of working remotely, something that clients have historically shied away from. However, those clients also saw service demand increase due to the spike in online activity, and that caused many existing programs to grow. It also forced other companies to take a second look at their service and support strategy and assess the value of outsourcing.
This may not be especially unique in and of itself, but given stories on the economic toll caused by the pandemic, we believe that this level of growth during such a period is noteworthy. Adding new locations required significant capital investments along with the permitting and other requirements of setting up operations in multiple countries. As this was occurring, we had to ensure that existing service levels did not suffer. They didn’t.
The team responded to the circumstances, and leadership put in extra time to address any issues arising from the disruptions to individuals’ routines, such as the absence of face-to-face interaction. Their response paved the way to pursuing new opportunities with confidence, knowing what clients were dealing with and how to address it.
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