While the world has moved at different speeds and with varying success in adapting to the post Covid-19 world, Enshored has successfully moved to a work from home model for nearly all operations.
The president of the Republic of the Philippines, Rodrigo Duterte, ordered a “Manila lockdown” starting March 16, 2020, which meant that the City was one of the first in a country without high numbers of confirmed cases to go under community quarantine. That event led the Enshored management to quickly move forward with its rapidly evolved work from home plan. These plans have come under more strain as Duterte has extended and tightened the lockdowns to include the whole island of Luzon where Manila is.
CEO Ian Jackson mentioned Cindy Zaremalekabadi via email sent to all employees recently as one of the new heroes of the day who made extraordinary efforts to support the team on how the company was adapting to the WFH situation.
“Cindy Zaremalekabadi, our TC for Paddle, did such a great job with getting the Paddle team primed for WFH, including self-directing the logistics”, Ian Jackson shared.
On March 13, 2020, PST Enshored’s CEO, Ian Jackson mentioned and commended via email sent to all employees the whole IT department’s energy, decision making, commitment, and skills that are really becoming obvious to all the members of the management team as they have solved related challenges about transitioning Enshored to work from home scenario.
“They are making things happen that need to happen and finding solutions where others would have given up. Our IT team is being prepped for long hours, all kinds of new challenges, and we will all remember their efforts long after,” Ian Jackson shared.
Ian Jackson is the CEO of Enshored (www.enshored.com). Enshored is an outsourcing firm purpose-built to solve the challenges related to scaling disruptive, high growth businesses, delivering proven results by employing our unique agile operating framework and the most highly skilled associates in the industry
Ian’s role at Enshored sees him drive client acquisition efforts as well as providing direction and oversight to Enshored’s operational leadership.
There are some clear and well-known disadvantages in working remotely – be it in outsourcing or in any globally located business with remote workers. At Enshored we welcome client teams to visit our offices whenever possible, and every year many do come. These short times of direct contact bring significant improvements to the working relationship and often to our productivity and other positive outcomes. I’ve listed the following 4 main points we look to accomplish during these on-site visits:
In the final part of our series on customer service, we will bring everything together by looking at the process. Process – how you do things – is critical. You can have the right tools and the right people, but without a clear and consistent process to manage things, you will not be able to deliver great customer service.
This is the second part of a short series on how to deliver great customer service. The first part focused on having great technology to support your team, the next part then is to have the best possible team.
If you have a business with customers, you need some sort of customer service. If you want to have a good business, you are probably thinking you need good customer service. And if you want a great business, you need great customer service. It is unavoidable if you are going to compete.
So what makes great customer service? We shall dig into that question and tackle some of the challenges we see at Enshored each day.
Hi, I’m Marky, Team Leader at Enshored! I look forward to seeing my team every day, and I’m always motivated to come to work with positive vibes!
Why do I think I was chosen for the team lead role?
I was chosen for the role of Team Leader because the company saw something in me that showed I was the right fit for the job. I have previous experience in handling teams of people, so I was really happy to accept the position. Even before I became a Team Leader, I always pushed myself to learn new things and enhance my skills.
I’m Andri, Team Captain at Enshored. As someone who works closely with Back-Office Support, I’ve found that data analysis is a critical process. Whilst all data is important, continuous data analysis enables us to more easily identify trends, spikes, and periods of increased/decreased demand. The understanding of consumer behavior is integral to the success of any business.