Highest honor for BPO goes to iQor for the third consecutive year
ST. PETERSBURG, Fla., January 31, 2022–(BUSINESS WIRE)–A leading U.S. home warranty company has awarded iQor its 2021 Best Center award for outstanding customer service for the third year in a row. The award was presented on January 19, 2022 at the home warranty company’s third annual Global Summit for its business process outsourcing (BPO) partners around the world.
First place has been awarded to iQor call centers since the award’s inception in 2019 (iQor Clark in 2019 and Trinidad in 2020). The 2021 Best Center award went to the team from Fairview, Quezon City. The Contact Center team is comprised of home and office based employees who provide inbound and outbound customer service, warranty renewals and special projects tailored to specific customer needs and authorizations. Through strong leadership, coaching and development, program members continually strive for performance excellence.
“I’m proud of our team in the Philippines who work hard to deliver exceptional customer experiences that make people smile. Our team exemplifies the performance and culture we cultivate to ensure meaningful experiences,” said iQor President and CEO Gary Praznik.
Of the four global BPOs partnering with the home warranty company, iQor teams have won the awards program’s top five accolades. Second place went to an iQor customer service team in Trinidad and third through fifth places went to other iQor teams in the Philippines.
Rod Spires, iQor’s Vice President of Operations, said, “The success of the program is largely due to the collaborative partnership between iQor and our client. The team continually improves the customer experience through transparent and honest evaluation of agent behaviors, processes and policies, and leadership engagement. The iQor team has become a trusted advisor to the client in all customer-related matters.”
The customer program has grown steadily since its launch three years ago in Clark, Philippines. The program now enjoys a steady state of approximately 1,000 employees in the Philippines which increases significantly during seasonal peaks in demand. In Trinidad, the program employs hundreds of customer support staff which also ramps up markedly in season. Today, the majority of employees at all sites are working from home.
“We strive to deliver results beyond our established goals. We review metrics daily, analyze areas for improvement, and coach each agent accordingly to ensure they provide excellent customer service with integrity,” said said Angela Quintanar, COO of iQor. .
iQor has 16 contact centers in the Philippine archipelago in Cavite, Davao, Iloilo, Laguna, Negros Occidental, Pampanga and Quezon City.
iQor is a managed service provider of technology-enabled customer engagement and business process outsourcing (BPO) solutions with 35,000 exceptional employees across 10 countries. We are passionate about delivering an exceptional omnichannel customer experience for brands around the world. Harnessing intelligent CX technology that can scale teams anywhere, our BPO solutions create happy employees and delighted customers. Our irresistible culture translates into a smile with every interaction to create optimal customer experiences. We enable diverse teams to scale our digital BPO solutions from local to global to create the CX experience brands demand to win and retain customers. Read, see and listen to more at iQor.com.
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SVP Marketing and Communication