TELUS International Philippines, Inc. (TIP) provides call centre outsourcing, IT digital solutions, and business process outsourcing (BPO) services. These include customer care, technical support, sales, market research, financial administration, collections, and customer administration. Founded in 2001, TIP has five offices in Metro Manila, Philippines, and has grown significantly from just 50 seats to a workforce of over 13,000 employees.
Commitment to Employee Engagement and Culture
A key factor in TIP’s success is its unique corporate culture, driven by the TELUS International Culture Value Chain. This people-first approach has resulted in a highly engaged workforce, reduced employee attrition, and outstanding customer service. In 2017, TIP’s voluntary attrition was 6% lower than the previous year and at least 35% below the industry standard. Studies by Frost & Sullivan have shown a direct correlation between TIP’s corporate culture and its impressive business growth, with year-over-year revenue increasing by 33% in 2016.
Measuring Employee Engagement
TIP evaluates employee satisfaction through Pulsecheck, an annual survey conducted by Aon Hewitt. This survey measures employee opinions on job satisfaction, motivation, and engagement, providing team members with an opportunity to voice their needs and suggest improvements. In 2017, TIP achieved an industry-leading engagement score of 88%, far surpassing the world-class benchmark of 76%.
Career Development and Education Opportunities
TIP is dedicated to employees’ career growth through initiatives such as TELUS International University (TIU). This program, in collaboration with top local universities, allows employees to complete their college education with subsidized tuition and onsite classes. It also offers courses in photography, foreign languages, cooking, and fashion design, which are extended to employees’ family members. In 2017, TIU had 1,052 enrollees, including 72 family members.
Leadership Development and Upskilling
TIP invests heavily in leadership development through its Learning@TELUS International program. This initiative offers leadership training and skill-building programs to expand employees’ career potential. In 2017, 1,287 team members were promoted, reflecting the company’s commitment to internal talent development. Additionally, all TIP managers participated in Coaching for Excellence sessions, ensuring they were well-equipped to mentor their teams.
Employee Benefits and Work-Life Balance
TIP integrates work and family life by providing health insurance for employees’ family members and organizing special company-hosted family events. Recognizing the importance of Filipino family values, TIP fosters an inclusive and supportive work environment.
Innovative Workspaces
The company’s offices are designed to inspire creativity and collaboration, featuring themed meeting rooms, game rooms, and café-style dining areas. These thoughtfully designed workspaces contribute to a fun and engaging workplace culture.
Diversity and Inclusion
TIP champions workplace diversity and inclusion, ranking highest in these areas according to its 2017 Pulsecheck survey. Through initiatives like Spectrum, which supports the LGBTQA+ community, and the Connections Women’s Network, which promotes female professional development, TIP fosters a culture of acceptance and empowerment.
Recognition and Employee Appreciation
Acknowledging that its people are the foundation of its success, TIP celebrates team achievements through service milestones, performance awards, incentive programs, and festive events. These initiatives ensure employees feel valued, engaged, and connected to the company’s mission.
