A major Australian bank implements adaptable culture and communications training course to meet customer demands across businesses & geographies
Client This major Australian bank’s history dates back over 175 years. They are committed to building lasting partnership with their customers and communities in over 30 countries in Australia, New Zealand, throughout Asia and the Pacific, and in the Middle East, Europe and America. Needs With more than 8 million customers and 50,000 employees worldwide, […]
A Filipino BPO service provider in the Philippines leverages coaching in communication to exceed Net Promoter Score
Client One of the largest BPO service provider in the Phllippines. The company started out as a content outsourcing provider in 1980 and is considered a pioneering leader that helped make Manila one of the world’s top offshore location. Now operating in 21 locations with 22,000 top-caliber BPO professionals delivering consistent excellent customer service, it […]
A global BPO service provider increases hire rates by at least 17% in multiple sites through BUPLAS
Client A global BPO service provider has more than 30,000 customer experience specialists at 53 contact centers across 22 countries, delivering services in 33 languages to international brands in various industry verticals. In the Philippines, they recruit more than 300 employees monthly to deliver outstanding customer experience to drive business loyalty. Given the increasingly competitive […]
From Proficiency to Performance: The BUPLAS Framework
Are you a busy CEO or a high-level manager who has heard the term “BUPLAS” but isn’t sure what it means? In this blog post, we’ll explore what the BUPLAS framework is, why it is more than just a language test, and its key advantages over other language assessments. What is BUPLAS? What is the […]
An initial investigation of English needs in the BPO industry
An Analysis of Web-Chat in an Outsourced Customer Service Account in the Philippines
Dealing with angry western customers in asian call centres a cultural divide
LSP performance in Asian call centres: strong and weak definitions
Asian Call Centre ESP Curriculum and Assessment Development
Understanding Each Other – Strategies for Accomodation in a Virtual Business Team Project in China
