At Peak Outsourcing, results matter.
Every customer is assigned a client services manager to act as a liaison with the operations team to ensure that it is performing beyond the client's expectations.
To ensure that, Peak employees are required to benchmark their own and the team's performance daily with each level of the hierarchy graded monthly based on Key Performance Indicators. If a KPI falls below the expected level, the person is put on a Performance Improvement Plan (PIP).
"We work with multiple clients, and various clients have different ways of doing things," said Peak Outsourcing Vice President of Client Services James Reynolds. "So we can actually share some best practices. There are just some things and some different approaches that we use internally to help us provide that additional value."
Peak also has two business communication specialists (BCS) who serve as promoters of information internally.
The company uses a very focused employee candidate file to to screen candidates which reduces the amount of time in the selection process.
Team leaders supervise from 10 to 15 staff members. The team leaders are responsible for the daily coaching, quality, and supervision of their teams. If any one account has more than three team leaders, an account manager is assigned to supervise the team leaders. The account manager reports to the operational managers.
"One of the benefits working with a true business process outsourcing organization like Peak Outsourcing is that you've got a sense of scale," Reynolds said. "So we are involved in various particular areas of the process, so it allows us to be very, very specialized, which drives additional efficiency."
Peak Outsourcing has more than 600 full-time employees.
Peak Outsourcing, founded in 2011 and headquartered in the Philippines, provides exceptional customer experiences for global, small and medium enterprise (SME) customers by delivering custom outsourcing services that create value through cost savings and brand loyalty by employing passionate and emotionally intelligent agents. For more information, visit www.peakoutsourcing.com.