Hi, I’m Kim! I’ve been a member of Enshored’s outstanding customer support team for almost two years now. This is my first experience working as a Team Leader and I’m incredibly excited to be learning new things every day and sharing fresh ideas with my team!
How would you describe Enshored’s Customer Support?
At its core, Enshored’s customer support team focus on meeting our clients’ needs and providing them with an unparalleled level of service. In a field which is completely service-oriented, quality, customer satisfaction (CSAT), and dedication are integral to our success.
We make sure that we have a great relationship with our clients, catering to their needs via our omni-channel support processes. Whether it’s through voice calls, live-chat, emails, or other platforms, we work diligently to ensure our clients are always satisfied. Hard-work, excellent performance and high CSAT ratings are hallmarks of the quality service that we provide at Enshored.
I’m Darwin, Team Captain at Enshored.
Working at Enshored
I joined Enshored last year as a member of a pioneer account for a popular short video app. If I were to describe the experience in three words, fresh, crazy, and fun immediately spring to mind. Our team worked at an extremely fast pace, keeping up with the dynamic nature of our client’s business; we had to contend with ever-changing guideline updates and increasingly busy queues, whilst ensuring that the quality of our work was always of the highest possible standard. Keeping our clients satisfied is tough, but under the excellent direction of our leaders, and thanks to the dedication of our team, our small squad expanded rapidly and the 2nd batch of content moderators was soon hired.
Not long after, another batch was commissioned, and another, and another! New doors were opened, and our family grew even larger! Naturally, with growth comes the opportunity for career advancement; thus, new Team Captains and Team Leaders were promoted to manage our burgeoning numbers and ensure outstanding results across the board. Eventually, I was lucky enough to be invited to lead my own team for a new account.
The Raffles building will allow us to rapidly scale out some of our fastest growing clients
Enshored is excited to announce the opening of a second operations centre in Ortigas, Metro Manila, The Philippines. Enshored has signed a lease for over 8000 Sq Ft of space in the Raffles building on Garnet Road. The space will start coming online by the end of May 2018.
Enshored moved into its current operating center in the JMT building in the summer of 2016, where over 5000 Sq Ft has been built out. Through the second half of 2017 it was clear that additional capacity was required and a number of new and existing buildings were assessed for their suitability.
Enshored is an outsourcing partner to fast-growing startup and scale up companies. Enshored is growing quickly too. Like many outsourcing companies, operational centers are based in lower-cost countries, while leadership, sales, and marketing are managed closer to the clients. For Enshored, this means operations based in the Philippines and leadership in the US.
This creates a challenge as to how best communicate in such a dynamic environment, given the challenges of distance, and an ever-changing and expanding team of leaders. A failure to communicate well at a fast-growing company can seriously damage the culture you are trying to build, can lead to operational failures and misalignment and a lack of buy into the vision and direction of the firm. Since day one, Enshored has recognized the challenge and worked hard to ensure that communication is prioritized.
So how do you do YOUR customer care?
Enshored are actively involved with managing a large number of customer service campaigns for companies in different industries. What is interesting is the range of support methods and windows our clients have developed, and how these continue to evolve. Here are some insights into the different ways our clients view their customer care:
Content Moderation Services, particularly active moderation, are a large and growing segment in outsourcing. Content moderation has grown out of the proliferation of new websites and apps that are set up to allow free expression and sharing of ideas, artistic creation, and views. While the majority of people posting are doing so in the spirit of the application they are engaging with, some are nefarious, and need to be managed.
From bullying, thru trolling, to pedaling hate, some people believe that the anonymity of these great new channels creates an opportunity. And somewhere out there, the channels fight back through rigorous vetting of new content as it is uploaded (hence active moderation), using technology and good old-fashioned human judgment to clean it all up.
We all want to get an opportunity to share, vent and be creative, and we all benefit from the work being done by what experts estimate to be over 100,000 professional content moderators, predominantly in the Philippines.
(This article originally appeared on www.inc.com.)
A key concern for all businesses is how to cope with seasonality. By this, I mean the fluctuation in activity caused by external factors. This is most critical to high growth, smaller businesses. Slowdowns in sales can have drastic knock on effects to cash flows, and can cause a lot of headaches for business owners.
1. You’re the CEO and you spend more than half your day doing non-strategic work.
Many startups, especially those bootstrapped, expect their execs to help manage all the initial workflow. While the title CEO may adorn your business card, you may also find yourself being customer care agent #1, data specialist or software engineer during part of your day. It is just the nature of startups that when you need some functions for fractions of a day you’ll do this.
But when you are so tied up in the operations that you can’t get on with the vision and strategy, you may be ready to outsource.
Enshored work with a number of FinTech firms in their early stages and we are the most focused outsourcing provider for emerging FinTech firms. This is in large part to the fact that I used to work in what would now be called FinTech for 20 years, and bring that knowledge and network to help our clients work through their growth pains.