In today’s fast-paced world, e-commerce businesses must constantly provide top-notch customer support. Many companies are turning to call center outsourcing to provide exceptional service without compromising their bottom line. One company that has been making waves in the call center industry is SupportZebra.
This article will explore how this homegrown Cagayan de Oro (CDO) call center has helped e-commerce businesses thrive through its commitment to excellence, culture, and rapid expansion.
Founded in 2011 as FBC Solutions, SupportZebra began as a humble 15-seater call center. The company has grown to almost 300 employees in six years, with plans for rapid expansion. SupportZebra provides various business process outsourcing (BPO) services, including voice calls, live chat, and email support, catering to insurance, healthcare, e-commerce, and IT support. Ninety percent of their accounts are in the US day shift, highlighting their adaptability to client demand.
SupportZebra’s succeeded through its unique company culture, which promotes a family-like environment. As CEO Nathan Yap puts it, “It’s one thing other companies or BPOs can’t copy – Our people and our culture.” This focus on people and culture has not only helped the company attract top talent but has also fostered a strong sense of loyalty and dedication among its employees.
Its comprehensive employee training and development programs significantly contribute to SupportZebra’s high-quality service. By investing in its workforce, SupportZebra ensures employees have the necessary skills and knowledge to excel in their roles. The company’s emphasis on continuous learning and growth has helped maintain high customer satisfaction and increased employee engagement.
One of the key ways in which SupportZebra has helped e-commerce businesses thrive is by providing exceptional customer support services. The company’s focus on providing high-quality service using the latest technology ensures clients can concentrate on running their businesses. At the same time, SupportZebra handles its back-office tasks efficiently.
SupportZebra’s competitive advantage lies in its market-leading compensation packages and aggressive employee incentives. However, as Nathan Yap explains, “When people come to us, I don’t want salary to be the first thing…I want people to come in here because of our culture.” This emphasis on culture has helped create a workforce committed to delivering the best possible service to its clients.
Over the next five years, SupportZebra aims to grow its workforce to 2,000, focusing on acquiring new call centers to join the SupportZebra family. The company’s primary objective is to target Fortune 500 companies in the next 12-18 months, a testament to its ambition and confidence in its abilities.
As a homegrown CDO call center, SupportZebra is helping to put Northern Mindanao on the map as a burgeoning hub for the call center industry. Nathan Yap sees CDO as an untapped gem in the Philippines, with growth expected in the coming years.
Stride Ahead, Run with SupportZebra
SupportZebra is a shining example of how a company’s commitment to excellence, culture, and rapid expansion can help e-commerce businesses thrive through e-commerce call center outsourcing. By providing top-quality customer support and fostering a positive work environment, SupportZebra is well on its way to becoming a global leader in the BPO industry. As the company continues to grow and expand, SupportZebra’s success story inspires other businesses looking to leverage call center outsourcing to succeed in the competitive world of e-commerce.