TELUS International Philippines, Inc. takes a holistic approach to being an employer par excellence.
TELUS International Philippines, Inc. (TIP) provides call centre outsourcing services, IT digital solutions and business process outsourcing (BPO) services that include customer care, technical support, sales, market research, financial administration, collections, and customer administration. The company was founded in 2001 and has 5 offices in Metro Manila, Philippines.
From only 50 seats in 2001, TELUS International Philippines has grown to more than 13,000-strong. In 2017, it registered a voluntary attrition that was 6 percent lower than the previous year and at least 35 percent lower than the industry standard.
Their success factor and key differentiator can be attributed to their unique company culture which is powered by the TELUS International Culture Value Chain. This dedication to team member success and welfare has resulted in a high population of committed and engaged team members that are willing to go beyond the call of duty to serve their clients’ customers. This in turn has led to amazing customer experience, low staff attrition, and top and bottom-line growth for both the clients and the company.
The Culture Value Chain has been studied by Frost & Sullivan, a leading management consulting and market research firm, and their findings show a direct correlation between TELUS International’s corporate culture and its remarkable growth. TELUS International Philippines’ year-over-year revenue growth registered +33 percent in 2016.
The company measures its employee’s engagement through Pulsecheck, an annual survey administered by the global Human Resources specialist, Aon Hewitt. The survey measures employee opinions of their employer, job satisfaction, motivation and engagement. Pulsecheck also allows every team member an opportunity to voice their needs and suggest improvements.
In 2017, the company surpassed expectations by achieving an unprecedented engagement score of 88 percent. By industry standards, any company that receives a score of at least 76 percent is world class.
The company also prioritizes employees’ career development highly. By accrediting with local educational institutions, the TELUS International University (TIU) program offers employees an opportunity to complete their college education through subsidized tuition and onsite classes offered by top universities in the country. In addition, they can enjoy programmes in other fields of interest like photography, foreign languages, cooking, and fashion design. This benefit is extended to employees’ friends and family. In 2017 alone, there were 1,052 TIU enrollees, 72 of which comprised of family members.
TELUS International Philippines has strived to invest in leadership development and upskilling talents. The Learning@TELUS International programme offers leadership-training initiatives to expand skills and leadership capabilities. As a testament to their commitment to team members’ success, 1,287 team members were laterally promoted in 2017, indicating depth of transferable skills and competencies.
Coaching for Excellence is held regularly so team members benefit from one-on-one coaching with their immediate supervisors. In 2017, 100 percent of TELUS International Philippines managers underwent this training to ensure that they’re equipped to mentor their teams.
At TELUS International Philippines, family members enjoy health insurance, and are invited to special company hosted family events. This is because the organization believes that family is an important part of the Filipino culture and should be integrated with work life.
Their workspaces are well known for their innovative and fun design. From themed meetings rooms, games rooms, to café-style eating areas, the innovative surroundings are aimed to inspire fun and creative thinking at work.
According to their 2017 Pulsecheck survey, TELUS International Philippines ranked highest in fostering diversity and inclusiveness. The company celebrates diversity and supports the LGBTQA+ employee community through Spectrum, which promotes a supportive and inclusive culture in the office. While Connections Women’s Network, another special employee group, supports the professional development of female team members.
TELUS International Philippines acknowledges that it is their team members who bring the company’s care culture to life. Hence, team events, service milestone, performance awards, incentive programmes, and festive events are celebrated regularly to thank their employees, and to keep them engaged and connected.
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