July 23, 2021
FBC Asia Pacific (FBC) prides itself on creating a healthy work environment for employees while delivering quick and world-class service. Founded in 2019, the company has quickly grown to over 500 employees. FBC offers both office-based and work-at-home options for employees located throughout the country and its headquarters in Manila, the Philippines. The combination of the organization’s rapid expansion and a high number of new employees led FBC Co-Founder and CEO, Siva Subramaniam, to focus on its most important asset – its people.
Siva Subramaniam, FBC Asia Pacific Co-Founder and CEO
“During my entire career in Customer Experience (CXP), my focus as a leader has always been on the people (employees) I serve. No matter how good the technology or processes are, when the rubber hits the road, it is the person answering the phone call, email or chat who makes the difference. That is the moment of truth for me in the CXP business,” said Siva, as he looked back at how his company’s partnership with COPC Inc. began.
Employees are the foundation great businesses need to thrive.
Workforce engagement is vital in industries that rely heavily on human capital. One might even say these industries need to make it their mission to achieve high customer satisfaction in order to succeed and stay profitable. Engaged employees will work efficiently and diligently for their organization and are more likely to stay in an environment that listens to and adapts to their needs.
Tough times don’t last, but resilient people – and CARING companies – do.
Since 90% of FBC’s employees had been with the company less than a year, Siva and his leadership team knew they needed a plan to measure and act on employee engagement to prevent turnover. They also required a better understanding of their employees’ sentiments and feedback to optimize their existing processes while continuing to meet growing client demands.
“COPC Inc.’s reputation as a leader in the CXP space, with many years of experience in benchmarking and auditing, meant we had a team to audit us who understands our industry and stays abreast of the changing CXP landscape. COPC Inc.’s relevance, reference, knowledge and experience in our industry is second to none,” stated Siva, on choosing COPC Inc.’s Employee Engagement Services to implement FBC’s first employee survey.
Irvin Perono, FBC Asia Pacific Head of Operations
In a matter of weeks, FBC’s leaders Pat Alvar, Head of Human Resource and Recruitment, and Irvin Perono, Head of Operations, worked closely with COPC Inc. to design, test and roll out the first employee engagement survey. The results provided data and insights on what mattered most to employees from all departments and demographics.
Our data collection and analysis pave the way to enact real organizational change.
COPC Inc. Employee Engagement Services are fast and results-oriented. Based on our 25 years of experience in the contact center industry, we have an unrivalled understanding of the industry’s key drivers of employee satisfaction and retention. Our findings provide accurate data and actionable insights that benchmark organizations against global and local peers.
“The results from FBC have been exceptional. The management team should be very proud of the working environment they have created. Their staff has reported much higher levels of job satisfaction compared to both local Filipino and international benchmarks,” said Ian Aitchison, CEO of COPC Inc., Asia Pacific Region.
Following the survey, we conducted focus group discussions with FBC employees to validate and verify quantitative survey data. In closed-door sessions, 36 employees provided feedback on what they felt worked well and what needed improvement. Those engaging discussions allowed employees to have an actual say in organizational improvements and showed employees that FBC truly valued their feedback.
“The process, from the time that we started with the program until the implementation of the action plan, helped me better understand the perspective of the people in the organization based on the facts presented,” said Irvin.
Onwards and upwards for FBC!
After working with COPC Inc., FBC now had a solid plan to continue growing its organization with its employees’ best interests in mind. We delivered the right amount of targeted and actionable results rather than broad and generic feedback provided by most surveys.
“In this ‘new normal’ work environment, the horizon of virtual interaction is a big unknown to most employers. However, with our employee-first mantra, and with the help of COPC Inc., we were able to understand, validate and address the unknowns in partnering with our workforce,” stated Pat.
Since FBC has staff working on-site as well as from home, we recommended that they focus on the different drivers of both staffing groups. It’s also crucial for the management team to engage each employee division rather than adopting a “one-size-fits-all” approach.
“I focus 90% of my time on employee engagement and satisfaction. However, that does not mean I can guarantee 100% employee satisfaction as all of us have different wants and needs. But, if there was a majority consensus from our people to change, we need to be an agile organization that listens and acts promptly to change. CXP evolves every day because customers have different wants. Same with employees,” said Siva.
FBC Asia Pacific’s leaders and support staff
Are you interested in learning how COPC Inc. can help your organization improve employee satisfaction and retention? Read more about our Employee Engagement Services here.