How Work-from-Home (WFH) Impacts Our Culture and Customers

With the ongoing coronavirus pandemic, Business Process Outsourcing providers were asked to deploy work-from-home arrangements – to protect employees, continue to serve clients and customers, and, of course, sustain the BPO sector’s tremendous contribution to the Philippine economy.

For BPO in general and contact centers in particular, people are the primary asset. Inspiro, specifically, greatly values diversity, individuality, and malasakit – the Filipino value of not just care and concern, but empathy.

Given all that, we sought not only to make our people our top priority – no more than standard operating procedure, for Inspiro – but to really understand how they were doing and what they needed and wanted, to stay healthy, happy, comfortable, and committed throughout the lockdown.

To accomplish this, we conducted an employee survey to help identify plans, activities, and priorities during the pandemic. We learned that:

  • 23% of employees prefer working from home. 
  • 30% prefer working onsite, favoring the comfortable office environment, despite the difficulties of getting there.
  • 47% are neutral and can work either onsite or from home.
  • Regarding their physical well-being, employees feel physically fit, with enough sleep and no more stress from commuting and traffic.  
  • Regarding their mental well-being, those working from home find it sometimes difficult to concentrate on work because of distractions.
  • Regarding their social well-being, employees have experienced an increasing feeling of loneliness, due to the prolonged lockdown.

With this feedback, our Support teams proactively set up programs, and the entire organization worked together to address our people’s needs – promoting their general welfare, fostering collaboration and productivity, and keeping our community connected. Among many efforts, we hold games, celebrations, and town hall meetings online, to really keep everyone engaged and enthusiastic, despite being physically dispersed.

Perhaps surprisingly and certainly satisfyingly, we have found, in the last few months, that our effective remote working solution has actually resulted in better productivity. With the new, flexible business structure, comfort factor, and elimination of the need to commute, the WFH model creates a loyal workforce that builds better relationships with customers, providing a positive experience that drives customer loyalty.

And because malasakit is ingrained in Inspiro as an organization, we’ve noted an extra focus on making a difference. For us, each call is not a mere transaction; it can be a lifeline that holds people together in this time of uncertainty.

For our airline accounts, it’s about helping stranded passengers get home safely. For our telecommunication clients, it’s about enabling and restoring internet connectivity, knowing the importance of staying connected. For media and entertainment, it’s about facilitating new subscriptions and solving service disruptions, so people stuck at home can continue to access a wide variety of content. 

Inspiro agents take great, justifiable pride in the things we do. Our clients and their customers feel the difference, and all the compliments pouring in make all our people’s sacrifices worth it.

By truly connecting with our people, we’ve helped them keep connecting with our clients and their customers. Inspiro is focused on providing meaningful, memorable, positive experiences – and, in these troubled times, that’s a value that goes far beyond the bottom line.

For more info, check out our webinar: Scale an Agile Workforce During Massive Disruption: How to Successfully Prioritize agent needs in unprecedented times, now available on watch on-demand.

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Japan

HEAD OFFICE

Kanto Head Office

Odakyu Southern Tower 16F 2-2-1 Yoyogi, Shibuya-ku, Tokyo 151-8583

*with our parent company, Relia

BRANCH OFFICE

Hokkaido Branch

Sapporo Sosei Square 1-6 Kita-Ichijo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0001

*with our parent company, Relia

 

Tohoku Branch

Sendai Honcho Bldg 2-3-10 Honcho, Aoba-ku, Sendai-shi, Miyagi2-3-10 Honcho, Aoba-ku, Sendai-shi, Miyagi 980-0014

*with our parent company, Relia

 

Chubu Branch

Nagoya Lucent Tower 6-1 Ushijima-cho, Nishi-ku, Nagoya-shi, Aichi 451-6007

*with our parent company, Relia

Kansai Branch

Harvis ENT Office Tower 2-2-22 Umeda, Kita-ku, Osaka-shi, Osaka-shi, Osaka 530-0001

*with our parent company, Relia

Chugoku & Shikoku Branch

Hiroshima Diamond Bldg 7-19 Hondori, Naka-ku, Hiroshima-shi, Hiroshima 730-0035

*with our parent company, Relia

Kyushu Branch

Tenjin Twin Bldg 1-6-8 Tenjin, Chuo-ku, Fukuoka-shi, Fukuoka 810-0001

*with our parent company, Relia

Okinawa Branch

Naha Shintoshin Media Bldg East 1-3-31 Omoromachi, Naha-shi, Okinawa 900-0006

*with our parent company, Relia

OPERATION CENTER

Sapporo Center

ORE Sapporo Bldg 1-1-7 Kitanijo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0002

*with our parent company, Relia

 

Sapporo-Kita Center

Sapporo Kita Bldg 2-8-1 Kita-Shichijo Nishi, Kita-ku, Sapporo-shi, Hokkaido 060-0807

 

 

Sapporo Mega Center

Maruit Sapporo Bldg 1-1 Kita Nijo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0002

 

Sapporo IT Front Center

Sapporo IT Front Bldg 15-28-196 Kita-kujo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0009

China

DALIAN

Room 502, Building 23, Dalian Software Park, No. 40 Software Park East Road, Dalian High-tech Park, Liaoning Province

*with our parent company, Relia

Thailand

BANGKOK

3rd Floor, Siripinyo Bldg, 475 Sri-Ayudthaya Rd, Thanon Phayathai, Rajthevee, Bangkok, 10400 Thailand

*with our parent company, Relia

Vietnam

HANOI

Floor 10, Detech II building, 107 Nguyen Phong Sac Street, Dich Vong Hau Ward, Cau Giay District, Ha Noi, Viet Nam

*with our parent company, Relia

HO CHI MINH

222-226 Hoang Hoa Tham, Ward 12, Tan Binh District, HCMC, Vietnam

*with our parent company, Relia

Philippines

PASIG CITY

Robinsons Cyberscape Alpha

5F Robinsons Cyberscape Alpha
Sapphire and Garnet Roads
Ortigas Center, Pasig City 1600
Metro Manila

Robinsons Cyberscape Beta

23F Robinsons Cyberscape Beta, Topaz and Ruby Roads, Ortigas Center, Pasig, Metro Manila

MAKATI CITY

Global Headquarters

6F LV Locsin Building
6752 Ayala corner Makati Avenues
Makati City 1200
Metro Manila

 

Insular Life Building

Ayala cor. Paseo de Roxas Avenues
Makati City 1209
Metro Manila

 

QUEZON CITY

Mega One Building
España Boulevard corner Mayon Street
Quezon City 4329
Metro Manila

 

Jackman Plaza Muñoz
4th Floor, 1038 Epifanio de los Santos Ave, Bago Bantay, Quezon City 1105, Metro Manila

MANDALUYONG CITY

Mandaluyong

418 Domingo Guevara corner Arayat Streets,
Mandaluyong City 1550
Metro Manila

ILOILO CITY

Molo

2F Iloilo Supermart Building,
San Jose corner Avanceña Streets,
Molo, Iloilo City 5000

DUMAGUETE CITY

LP Information Technology Park
Jose Romero Sr. Street, Bagacay
Dumaguete City, Negros Oriental 6200

Australia

SYDNEY

Suite 3, Level 27

Governor Macquarie Tower
1 Farrer Place
Sydney NSW 2000 Australia

Romania

BUCHAREST

Headquarters

3 Avrig Street, First Floor, District 2, 021571 Bucharest, Romania

*with our partner, Global Remote Services

PIATRA NEAMT

Office

11 Republicii Boulevard,
610005 Piatra Neamt, Neamt County

*with our partner, Global Remote Services

SUCEAVA

Office

Str. Narciselor, nr. 33, Suceava, Jud. Suceava

*with our partner, Global Remote Services

Nicaragua

MANAGUA

Invercasa

Centro Financiero Invercasa Torre 2,
4to Piso, Managua

Cobirsa

2nd floor, Edificio Cobirsa I, KM 6 1/2 Carretera A Masaya, Plaza Santo Domingo, Managua

 

United States

COEUR D’ALENE

Coeur d’Alene

Silver Lake Mall,
200 W Hanley Avenue,
Coeur d’Alene, ID 83815

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