Vervent, a leader in loan and credit card servicing, sought to enhance its global operations by addressing a gap in their 24/7 administrative and back-office coverage. Their search focused on finding a partner that could offer not only extended time zone coverage but also help them address customer complaints, answer emails, and manage admin tasks all with native level English skills.
• Sought a seamless integration, custom protocols, and quick staffing deployment
• Prioritized high standards and exceptional English speaking skills in these areas for their operations
• Customized Solution including a dedicated space with their own IT and security protocols
Innovatively, Smiles constructed high-grade modular office space for its workforce by repurposing end-of-life shipping containers, allowing Vervent to house its agents in secure, dedicated workspaces, separate from other clients. This environmentally friendly approach also helped meet infosec and compliance requirements in a cost-effective manner.
• Native English Proficiency: Smiles On Demand boasts a workforce of native English speakers, ensuring communication quality and service effectiveness on par with U.S.-based providers
• Rapid Response and Flexibility: Smiles On Demand’s quick response to inquiries and flexibility in meeting Vervent’s specific requirements were crucial
• Customized Service Model: Smiles created a specialized pod within their facility, tailored to Vervent’s staffing, service and security needs
• Scalability and Efficiency: The ability to rapidly expand staffing coverage based on Vervent’s unique needs
• Rapid Expansion and Acquisition: Vervent’s initial engagement quickly scaled from 20 to 48 and now 225 seats within a year, leading to Vervent acquiring Smiles On Demand
• High Performance and Quality: Smiles On Demand consistently equaled or outperformed other service providers and Vervent’s other operations centers in champion-challenger tests, demonstrating efficiency and quality in administrative tasks
• Cultural Alignment: The Filipino culture’s emphasis on professionalism and customer service as well as native English speaking skills meshed well with Vervent’s service ethos