“Personal touchpoints in remote automation”
Thai BPO company believes in the happiness quotient.
“Unhappy people are dangerous,” says British author Dame Rebecca West. Would you then trust these people to work for you, sell your products/services, or delight your customers? One to One Contacts PLC (OTO), does not think so. The company believes that a happy employee is one that will give their utmost in their work: work better, sell better and pass on that happiness to their customers. And who doesn’t want a happy customer?
The Thai company was established on 7 August 2000 and subsequently listed on The Stock Exchange of Thailand on 15 May 2014. Their core business is Business Process Outsourcing (BPO): turnkey solutions for Contact Center Systems, CRM software (Customer Relationship Management) and Omni-channel Contact Center systems. They also provide digital solutions, e.g. chat bots, voice bots, mobile apps, speech-to-text and text-to-speech integration, as well as social media listening software. OTO customers come from many different industries: airlines, banking, energy, food and beverage, government agencies, healthcare, home appliances, insurance, retail, and transportation. The Thai powerhouse provides services to 30 percent of customers who use outsourcing services in Thailand.
OTO distinguishes itself via a tailored service model to cater to different customers’ requirements and constraints. They offer different pricing and payment options like trading, monthly service, rental, per FTE, or per case. If the customer wants to increase revenue, they can choose the order-taking and telemarketing options. Customers who want to reduce costs can choose outsourced management or CRM.
OTO emphasizes on taking care of their people. They focus on the happiness of their staff, knowing happy staff will deliver exceptional service. The company puts much thought into how to groom and retain their most valuable people: their agents and their staff, using e-recruitment so that the recruitment process is lean and will maximize fulfillment rate.
OTO pays attention to their customers and prospects by conducting quarterly surveys to find out the gap between existing services and expectations. OTO is also the only contact center company to organize seminars for eight consecutive years for their customers to highlight any new technology or services, and also for partners (amongst them Genesys, NICE, Aspect, Google or LINE) to share their experiences. OTO drives demand for their services by sharing case studies and solutions from the international market.
In 2006, OTO was named Thailand’s No.1 Outsourced Contact Center by Frost and Sullivan. The following year, they were the Gold winner of the APAC Best Contact Centre from Contact Centre World, the Bronze winner of the World Award: Best Contact Centre, and Thailand’s Best Telemarketing Performance from the Generali Group. In 2009, they were the Silver winner of APAC’s Best Contact Centre and Silver winner of the Best Trainer Award from Contact Centre World. Then, in 2017, OTO received the Top Innovative Organization award from the National Innovation Agency. The jewel in OTO’s crown is winning Thailand’s Outsourced Contact Centre Service Provider of the Year from Frost & Sullivan for 7 consecutive years.
Where will OTO be in 10 years’ time? They hope to have double digits consecutive growth, a 30-year-old company with consecutive years of profit, and stock price which is 5 times higher than what it is today. They also hope to be a company with a healthy mix of new-generation staff and more experienced staff, with solutions blended from digital tech, robots and humans.
“OTO’s vision to be the leader in total digital customer interaction management solutions by delivering world-class quality service beyond clients’ expectations is made possible by its belief in customer business success and employee happiness balancing. This way of doing business sinks roots deep, allowing traction when the winds of change blow.”
Shanggari Balakrishnan, Chief Executive Officer, MORS Group