Sudhir Agarwal is reinventing how a BPO operates by embracing innovative digital customer experience transformation solutions.
Whilst the business process outsourcing (BPO) industry is known as one of the toughest industries to operate in, one intrepid CEO, Sudhir Agarwal, who founded Everise, is aiming to reinvent how a BPO operates by providing innovative digital experience transformation solutions for a brand’s customers.
Self-described as a next-generation global BPO, Everise helps high-growth companies to scale globally with their leading-edge customer service solutions. Their tech-enabled processes and solutions help their agents provide consistent, empathetic, brand experiences for brands in industries such as health and wellness, smart home, travel and hospitality, and financial services.
To reinvent how BPOs operate, Everise identified three major experience points—the customer experience (CX), the digital experience (DX), and the product experience (PX). The company believes that with these pillars in place, it will help their customers to proactively identify problems before they become issues, an approach which has never been offered before the BPO industry.
In acknowledgement of their enterprising business approach, Sudhir Agarwal, the founder and CEO of Everise, received the Executive of the Year in the Business Services category at the recent SBR Management Excellence Awards 2020. The awards programme, in their sixth year, lauds individuals, innovators, and teams, whose initiatives have brought tangible business gains for the success of their companies. But it’s the team that he’s built at Everise, and the company’s people-first approach that is their competitive edge.
For example, many of the industry’s largest BPO’s were caught off guard by the COVID-19 pandemic this year, unable to transition their workforce to remote work to comply with social distancing requirements. Yet, Everise had already anticipated, and had developed, and thus was prepared with a home-based agents’ solution. And whilst they weren’t expecting to scale it as aggressively as they needed to, they were able to migrate some 10,000 employees in 15 geographic locations, under varying jurisdictions, to a work-at-home model within two weeks. Remarkably, under Agarwal’s leadership, a global team was rapidly established to put in place the logistics, time, and directives, to make the transition to remote work happen smoothly. Their accomplishments were exemplary.
The pandemic has impacted each of us individually, and for some it’s brought out strength of character. In Agarwal’s case, he and his team demonstrated an ability to work as a team, persevere and thrive in very difficult circumstances. Their ability to do so has been acknowledged by many. Clients of Everise, and even their own employees, have expressed on social media and written letters about the extent to which Everise has gone the extra mile. Agarwal himself has expressed his gratitude and pride in creating an admirable team culture.
An equal opportunity employer, Everise has a diverse and inclusive workforce, with many women in leadership positions, which enables the company to provide elevated and culturally informed customer experiences.
An integral part of their company’s success is that they prioritise learning and developmental platforms for employees. Everise University is an instructor-led training program with remote work management modules. Everise Accelerator and Everise Career Development are carefully designed career coaching and skills development platforms that have proved very popular.
With the majority of their staff working at home now, Agarwal has also overseen the deployment of online leadership development training, which focuses on helping managers to effectively manage a remote workforce. The company offers this along with other virtual learning courses and desktop tools which help employees and their managers to collaborate and communicate with each other.
Now that remote working has become an acceptable norm, it will only be to the benefit of brands that outsource, because they can leverage next-generation BPO’s like Everise which have flexible, diverse teams that are globally distributed, and that work from home or office.
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