Digital customer experience: Vital in the pandemic | Lifestyle

When the community quarantine was imposed in March 2020, some people asked why BPO and customer experience (CX) companies were still operating. What was considered a necessity in what they do even during a pandemic situation? How did these companies adjust to adapt new ways of working?

Many Filipinos are employed by the industry, but the work is blanketed by a lot of misconceptions and its contribution is not easily understood as an “essential service.”

In the Philippines, BPO, CX and digital solutions companies provide services to both local and offshore customers. Being a customer experience and digital solutions company, TELUS International Philippines expertise provides seamless and convenient support whether via phone, email, social media or web chat — a crucial touchpoint for businesses as most transactions and customers moved online amid the pandemic.

In simpler terms, its main services became vital because to ensure that customers’ needs and problems are addressed through their chosen channels of communication, whether via phone, text, email or chat. It gives customers systematic and empathic solutions whenever the need arises.

As face-to-face interaction was minimized at all costs and many customers chose contactless and digital services, TELUS International Philippines adhered to the strict measures brought by the pandemic, and despite the setbacks, quickly adjusted to a new working model that kept its team members safe, employed and able to continue helping customers around the world.

People and companies benefit from services by digital customer experience companies. Consider each time one must contact their internet or phone service provider, conduct mobile and online banking, make online retail purchases, check their medical and personal insurances, book airline and hotel arrangements, and other services they are subscribed to that require troubleshooting, customer support and other digital backend support or development. TELUS ensures these services and solutions remain seamless despite the challenges brought by the pandemic.

By adapting to the changing circumstances to continue operating and continuously exploring human-centric innovations to drive efficiency and value, collectively, the BPO and digital customer experience industry was able to ensure job security for millions of Filipinos. The flexibility it displayed enabled it to stay productive while most businesses had to pivot to stay afloat during these difficult times. In a way, BPO and digital solutions professionals became an essential part in turning the country’s economy during the pandemic. And guided by the recommendations of the government, it ensured the safety and security of its team members throughout this time, whether they are working from home or back onsite.

TELUS International Philippines operates through its culture value chain, where a caring culture and a focus of employee engagement is the foundation upon which our company was created. It believes that by focusing on the team members’ needs and interests, it is able to conduct its business successfully and can “give where we live,” enhancing the lives of team members and their communities, no matter what the situation is.

In the middle of a crisis like this, TELUS saw its team members extend this caring culture to help those in need, like creating learning modules for students andout-of-school youths and setting up donation drives for healthcare workers and recent typhoon victims. They are able to support and champion issues they strongly believe in like gender inclusiveness and mental health awareness.

Finally, in a time of great uncertainty, the positive economic impact to team members and other workers maintaining their respective jobs during this crisis all the more stresses the value of the various customer experience companies that operate in the country.

Beyond all this, it takes pride in the results of the efforts of BPO, CX and digital solutions professionals as it strives to deliver its best work to ensure services that are needed by many, remain uninterrupted and delivered when people need it most.


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