ePerformax – A Winning Team in the Philippines

ePerformax – A Winning Team in the Philippines

Teresa Hartsaw, the president and CEO of ePerformax Philippines, recently took some time to answer a few of the most common questions she gets from people, including why she chose the Philippines, why people want to work there, and what makes ePerformax a winning team for its clients and their customers.

Here’s what she said:

Twenty plus years ago when you founded ePerformax, why did you choose the Philippines?

  • I had a contact center company in the US, and we wanted to expand. We looked for locations in the US and offshore. The first place I wanted to see was the Philippines. I had heard it was a special place. When I arrived in Manila, I was unsure what to expect. I discovered intelligent, warm, and caring people who seemed to be completely focused on helping other people. At times, I was uncomfortable with the help that was offered, but I knew that if that was as natural as it seemed, it was exactly what our clients’ customers needed. Their helpful nature seemed to be part of the Filipino DNA.

  • I instantly fell in love with the people and the country. I believe we were the tenth to open a call center in the Philippines, to provide support to US companies. I thought we would be expanding to other countries, but what we found in the Philippines was exactly what we needed to achieve our mission: to be the best-performing, top-choice contact center for our clients, and thanks to our incredible team, we are. We like to say we’re not the biggest, but we are the best.

What about ePerformax attracts people to want to work there?

  • I feel like people want to be part of a winning team. Our culture is performance oriented. Our mission is simply: To PERFORM. It encompasses our values which are to be Passionate, Empowered, Resourceful, Flexible, Optimistic, Results-oriented, and Motivated to win. Those words embody who we are as a company.

  • We also have a Customer Experience (or CX) Academy, where we pay people who want to work for ePerformax to attend CX training. We have an assessment that candidates take to determine if they have the foundation skills to be a top performer. Then, we identify any gaps between their current knowledge and skills and what it takes to perform at the highest levels, and we close those gaps with training for 2 to 8 weeks. We literally pay people to prepare to be hired because we want our employees to have the skills to do the job on day one. They hit the ground running and just get better from that point.

  • We also have twice-monthly coaching, ongoing skill training, and leadership training. I’m proud to say that over 95% of our leadership team is promoted from within. Our leadership team is highly tenured, and we are a close group. I think that’s why people want to work at ePerformax. They say we are more like a family, but we are also a winning team.

How does ePerformax address provide offer all the things people are looking for in a company?

  • First, we listen to our employees during one-on-one discussions, round table focus groups, and employee surveys to find out what’s important to them. In the Philippines, we work 24x7 365 days a year, and most of our employees work the night shift to support our clients, which are mostly based in the US. We tailor our support to our employees’ wants and needs.

  • For example, we have a concierge service for employees. The concierge team does things to make employees’ lives easier. They will pay bills, send laundry out, make reservations, buy gifts, plan travel, and more. That way, employees get to spend their time away from work doing things like playing sports, spending time with family, and getting rest versus running errands.

  • We give every employee a free smartphone and post-paid plan so they can communicate with us and their families 24/7, and our health care benefits start the day they become an employee.

  • We also want to provide work-life balance and work-life integration. What I mean by that is we want to take care of employees holistically. We sponsor sports and hobby clubs that employees can participate in; we have social events for employees and some that include families; and we have a Red & Black Fund that is financed by our executives, clients, and other employees, and provides financial assistance to employees who need it. Whether it is money for medical bills or home repairs from typhoon damage, we want our employees to know that we are there for them.

  • Secondly, I already mentioned training and leadership development. My passion is to help people maximize their individual success. We want to help everyone be all they can be, and sometimes that is more than what they even thought possible. I love to see people surprise themselves by doing great things, and when they do, they are just beaming. That confidence and fulfillment is translated into better performance and better care for our customers.

  • I don’t believe there is a better place in the world to build a great performing team and top performing call center, than the Philippines. I feel blessed to have discovered the beauty of this place, which is because of the people. We have managed our growth carefully to protect the Philippine culture and our company culture because that is what makes it work for everyone, clients, clients’ customers, employees, and our company shareholders.

Since founding ePerformax in 2002, Ms. Hartsaw has strategically driven the focus, performance, growth, and innovation of the company. Today, ePerformax has grown to be one of the top BPO contact center companies in the Philippines, with over 7,500 employees and trainees in three locations in the country, including Manila, Cebu City, and Roxas City.

If you’re looking for a contact center and outsourcing partner with an employee-centric culture driving its mission to PERFORM, then talk to us today. Learn why ePerformax is the “go-to” contact center for clients who want a partner they can count on, to deliver effortless experiences for their customers.

Learn more today:
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