Customers First Global insights on strategy & innovation - TELUS International
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Customers
First Year 1 | Issue 2
Global insights on strategy & innovation
Ten years
of giving
The global impact of a caring culture | P.16
Balancing digital and
traditional customer service
How to keep the human touch present
in every digital interaction | P.4
IoT and the contact center
Why the Internet of Things will require
more agents, not less | P.7
Engaging in the business
of multilingual
Interview with Dave Lowther, Director of
Operations for Koodo Mobile | P.11
TELUS International
Contents “do good” in our communities. Caring
for others is why we exist.
How (we fulfill our purpose):
4 Through our spirited teamwork, agile
Noteworthy thinking, and caring culture that puts
The importance of balancing customers first.
digital and traditional customer What (we do): We sell solutions
service focused on customer experience
innovation, like contact center and IT
outsourcing.
6 16 Positioning ourselves in this manner
gives us purpose and creates meaning.
Corporate Social Responsibility
On the road And this sentiment has permeated our
Ten years of giving
A snapshot of the Philippines entire global organization. Whether it’s
building schools from the ground up in
Central America, refurbishing orphan-
ages in Eastern Europe or constructing
7 TELUS Days of Giving – Marilyn Tyfting and her family helping to build a school in Guatemala
entire villages for the homeless in the
Highlighted research Welcome message – Philippines, thousands of our team
The IoT contact center members feel compelled to volunteer
A shared sense of
their time and participate in our TELUS
Preparing your support team
for the IoT-connected
10 consumer 18 Days of Giving events.
Over the last 10 years, over 40,000
Unscripted
Success stories TELUS International volunteers have
social purpose
Rave reviews for our team
An apology with a positively impacted more than 70,000
members
personalized approach individuals and their communities
around the world. Our “We give where
Today, the desire to combine purpose and often greater profitability. we live” philosophy demands that we
11 and profit is transforming the global For example, at TELUS International, care for others and is an important part
Customers are receptive to connectivity
Engaging in the business of
Interview – Dave Lowther business landscape. Successful com-
panies increasingly pursue more than
we’re a company that provides contact
center and IT outsourcing solutions
of our global brand. It’s also a compel-
ling reason why both team members
but are not fully utilizing
multilingual
their devices just revenue, because they recognize
the business benefits of creating a
to some of the world’s most respect-
ed brands. But reframing our reason
and clients alike choose to partner and
grow with us—our great combination of
greater sense of purpose within an for being in terms of a social purpose profit and purpose.
We are in the early stages of true IoT penetration and ability to
use IoT devices effectively 14 19 organization. unites us around a shared mission:
Center for excellence The big picture As leadership guru Simon Sinek Why (we exist): We’re committed to Please read on, and enjoy!
Consumers know they aren’t using their digital The workhorse of the contact TELUS International at the explains, creating a shared understand- changing the face of the BPO industry,
assets to their fullest, but they don’t knowcenter: how to do email Metro Manila Pride Parade ing of the “why,” also defined as the bettering the lives of our team mem- Marilyn Tyfting
This underutilization of digital assets presents an
it, they are concerned the technology won’t –work,
Grégoire Vigroux Publisher and Contributor // Sarah Sikorski – Editor-in-Chief “purpose, cause, or belief that inspires bers, their families and their communi- Chief Corporate Officer
opportunity for brands to provide proactive custom-
Jennifer Bach – Executive Editor // Jeffrey Gangemi – Managing
er Editor based
support // Katyaon
Hernández – Creative
segmentation, Director
device data and us to do what we do,” motivates teams ties. In order to do well in business for TELUS International
and they aren’t sure of all the possibilities.
behavior and usage analytics.
For editorial opportunities, please contact sarah.sikorski@telusinternational.com to achieve higher levels of performance, both ourselves and our clients, we must @TELUSInt
Degree of Utilization of Digital Assets 3
31% 32%
Customers First - Noteworthy TELUS International
66% of U.S. customers expect a same-day
response to online requests, and 43% expect a
response within an hour.
Fast facts: Lithium Technologies, 2014
Changing customer
expectations 83% of U.S. customers who have switched
brands report that if companies could provide
73% of consumers wish companies offered them with better live or in-person customer
more ways for them to solve customer service service, it would have impacted their decision to
issues on their own. switch providers.
Aspect Omnibus survey, 2014 Accenture, 2016
Only 10% strongly agree that companies By 2018, more than 100 of the 500 largest
effectively converge interactions across digital, global businesses will introduce video-based
social, mobile and traditional channels. chat for customer-facing interactions.
Accenture, 2016 Gartner, 2015
The importance of balancing expectations consumers have today.
While technology can help check
your company’s digital customer service
strategy.
questions, solicit ideas and solve cus-
tomer problems.
digital and traditional
off a lot of these boxes, customers
can sometimes balk at overreliance on Omnichannel customer care Integrated CRM technology
digital channels. Want proof? A recent With customers shifting between 83% of U.S. consumers prefer Humanizing the customer relationship
customer service study by Accenture found that 83% of
U.S. consumers prefer dealing with hu-
devices, implementing an omnichannel
customer service strategy can help
dealing with human beings over
digital channels when it comes
requires knowing who is at the other
end of the exchange. Agents should
In the modern era, communicating with They overlook the importance of human man beings over digital channels when ensure positive interactions across to solving customer service have access to comprehensive custom-
consumers requires technology. Digital interaction at their peril. Direct per- it comes to solving customer service all touch points. The most successful issues. er information in real-time, from a single
customer service channels like web, son-to-person communication enables issues. strategy, however, doesn’t rely solely source, in order to better connect with
chat, social media, email, and forums us to understand the customer’s emo- This doesn’t mean that investing in on availability across mediums but also Text analytics the customer. Utilizing integrated Cus-
offer a convenient, cost-efficient manner tion and offer a sympathetic response, social media, self-help or community on incorporating the human connection With social listening tools, brands can tomer Relationship Management (CRM)
to communicate with customers, partic- something that automated digital chan- management is a mistake. On the con- where and when a customer needs it. combine artificial and human intelli- technology allows agents to provide
ularly Millennials. According to Forbes, nels, like chatbots, simply can’t do. trary, digitalization of customer service For example, Amazon has introduced gence to proactively solve customer is- a better level of personalized service,
this attractive group of consumers is Thus, the significance of digitalization provides even more options for custom- the ‘Mayday’ support button on their sues, fostering a more positive custom- regardless of the channel.
predicted to spend $200 billion annu- in customer care is not just about the ers to interact with brands. What is vital, Kindle Fire, putting a live agent at their er experience. By using text analytics to Technology today dictates how
ally in the U.S. by 2017. They are also adoption of new technologies; it’s also however, is ensuring that the human customers’ fingertips whenever they identify keywords, themes, sentiment people shop, communicate and engage
notoriously averse to using the phone about adapting to changing customer element, which customers still expect, need help. This instantaneous con- and language on various social media with brands. While the different chan-
to contact customer service. expectations and demands. Conve- remains a core component, regardless nection to live support offers a great platforms, companies can determine nels of interaction may seem endless,
Many brands, however, have a ten- nient, easily accessible, personalized, of their changing channel preferences. example of how to combine technology the most important issues and respond it’s important to remember - how you
dency to over-rely on digital capabilities seamless, omnichannel, instant and Here are some considerations to ensure and the human touch in a logical and accordingly. Agents can interject in the make the customer feel is what will
in their customer service strategies. self-help availability are just some of the the human touch remains present in seamless manner. conversation to proactively address have a lasting impact.
4 5
Customers First - Section name! TELUS International
The Internet of Things and
By connecting previously disconnected
systems and enabling data to flow be-
the complex contact center
tween them, the Internet of Things (IoT)
will transform how organizations make
decisions, view business processes,
design products and deliver services to
customers.
For the IoT contact center, highly
skilled agents are the key to success,
Jeepneys are the most popular means of public transportation in the
Philippines. since they must solve more com-
plex customer cases and provide
Boracay has been named as one the best islands in the world by
international travel magazines. cross-channel consistency of service.
Companies whose support teams
Preparing your support team are able to deliver superior service to
for the IoT-connected consumer the IoT-connected customer will be
those that thrive.
TELUS International recently com-
missioned IDC to write an InfoBrief on
Preparing your support team for the IoT-connected
the topic. Some excerpts follow:
consumer. Click here.
Customers are receptive to connectivity
The Mayon Volcano, located in the province of Albay, is considered to
have a perfectly symmetrical cone.
A primarily Catholic country, San Agustin Church in Manila was built in
1589 and is the oldest stone church in the Philippines. A snapshot of but are not fully utilizing their devices
We are in the early stages of true IoT penetration and ability to
the Philippines use IoT devices effectively
Made up of more than 7,000 different islands, the Philippines Consumers know they aren’t using their digital
is known for its hospitable culture, gorgeous beaches, fresh assets to their fullest, but they don’t know how to do
This underutilization of digital assets presents an
mangoes and a national passion for karaoke. it, they are concerned the technology won’t work, opportunity for brands to provide proactive custom-
The capital city of Manila is one of the oldest in the coun- and they aren’t sure of all the possibilities. er support based on segmentation, device data and
behavior and usage analytics.
try, and metro Manila is home to over 17 million people. The
city itself is an impressive array of modern skyscrapers inter-
Degree of Utilization of Digital Assets
twined with historical 16th century landmarks, and serves as
the home to an incredibly youthful and vibrant population. 31% 32%
With strong English-speaking and well-educated citizens, 24%
the Philippines has become a world-leading outsourcing des-
16% 10%
tination. The BPO industry is now one of the fastest-growing For our purposes, my For our purposes, my Our digital assets have Our digital assets have I think our digital assets
household takes full household uses most of the capabilities that I know we capabilities that I know we could have capabilities that
sectors in the Philippines, and has played a significant role in advantage of all of the capabilities of our digital assets, could use, but I don’t know use, but I am concerned that they we could use, but I am
Manila offers a sophisticated mix of capabilities of our digital but we could be using more how to set them up won’t work reliably or that they not sure what they are
Spanish colonial style architecture and the positive growth and development of the country. assets will be too much of a hassle
modern skyscrapers.
IDC Infobrief, Sponsored by TELUS International, “Preparing Your Support Team for the IoT-connected Consumer,” September 2016
6 All IDC research is © 2016 by IDC. All rights reserved. All IDC materials are licensed with IDC’s permission and in no way does the use or publication of 7
IDC research indicate IDC’s endorsement of TELUS’s products or strategies.
Customers First - Industry focus TELUS International
Driven by top management, customer IoT requires investment in contact
experience is in transition centers and people
Contact Center Agent Population
Connected consumer applications means Digitalization With the rise in self-help and more Anticipated to Increase
managing devices/services across multiple Mobile Solutions digitally-savvy consumers, there’s an 100%
6% 5%
vendors, with consumers uncertain where assumption that investment in contact
8%
10%
19% • We currently do not have any
to turn when problems arise. This poses center agents can decrease in the 80%
23%
27%
customer care agents and do
not plan to add any
new customer service challenges in 25% • Decrease by 50% or more
age of IoT. But data shows that • Decrease by 40% to 49%
problem identification and resolution for investment in contact center agents is 60% 33% 18% • Decrease by 30% to 39%
Self • Decrease by 20% to 29%
vendors. Service issues expand from not on the decrease. A majority of
27%
• Decrease by 10% to 19%
Service
25%
optimizing a customer’s product experience 40% • Decrease by less than 10%
IDC survey respondents anticipate 25% • Stay the same
to integrating products securely and Internet of increases of between 10%-50% in 20% 28% 14%
• Increase up to 10%
• Increase by 10% to 19%
reliably. Customer experience led by top Things the agent population. What is 20%
• Increase by 20% to 29%
18% 11%
management is in transition as it evolves to Digital
11% • Increase by 30% to 39%
changing is the nature of the calls and 4%
8%
2% 3% 5% • Increase by 40% to 49%
embrace IoT and other digital trends. Channels 0% 3% 2% 4% 4%
• Increase by 50% or more
the agent skill set. All responses 1,000 - 4,999 5,000 - 9,999 10,000+
(n=351) (n=121) (n=108) (n=122)
U.S. Agent Population
Process Integration
Demands on the contact center
Who Drives Customer Experience? increase in an IoT world
Strategic goal, led 26% Example: Consumer IoT Ecosystem A problem occurs with a customer’s
by CEO IoT sprinkler system. The contact
26% Device: center needs to:
Wi-Fi enabled
sprinkler system
Strategic goal, 48% Understand the device
led by senior
executive(s) 46% Environment:
Municipality water
Understand the environment
use guidelines in which the device is used
Operational goal, led by 20% Know the device’s technical
other manager(s) e.g., Programming:
HR, call center manager 18% Water lawn, Mon,
Wed, Fri, May-
requirements and connected
September elements
Marketing strategy 6% Train agents in diagnostics
Connections to other
goal, led by CMO
9% • Total respondents (n=799) information systems like for all devices, town
• Customer experience respondents (N=419) The Weather Channel:
“Rain forecast – do not
regulations, and conflicting
1% (Percentages do not total 100% due to rounding) water today.” hardware and software
Other
1%
“The impact of IoT should be viewed not just by device, unless a device truly operates independently
of all other devices, but by an ecosystem of integrated and interrelated devices and environments.”
Source - IDC EXPERIENCES Survey, January 2015
IDC Infobrief, Sponsored by TELUS International, “Preparing Your Support Team for the IoT-connected Consumer,” September 2016
8 All IDC research is © 2016 by IDC. All rights reserved. All IDC materials are licensed with IDC’s permission and in no way does the use or publication of 9
IDC research indicate IDC’s endorsement of TELUS’s products or strategies.
Customers First - Success stories TELUS International
An apology Engaging in the
with a
business of multilingual
personalized
approach
When it comes to customer service,
mistakes are bound to happen. What’s
important in these situations, however,
is how the apology is delivered, since it
could turn that negative experience into
a positive for the customer.
Nothing hurts the sincerity of an
apology quite like a diatribe of excus-
es delivered via an impersonal email.
And in the digital era, where customer
interactions are often conducted behind
the veil of a computer screen, it can
be difficult to achieve a personalized
approach to saying “I’m sorry.”
The company known as Sorry as a
Service has capitalized on customers’
Dave Lowther is the Director of Oper- Customers First: How does Koodo fit into the overall
desires to be treated as individuals
wireless market?
rather than as numbers. Billing itself as ations for Koodo Mobile, a Canadian
Sorry as a Service – Examples of personalized apologies sent to customers
a customer retention solution provider,
telecommunications company. His team Dave Lowther: The wireless business in Canada is very
Sorry as a Service sends personalized standard monetary compensation to
similar to most in that it’s a crowded market with several
gifts to customers - flowers, chocolates, sending displeased customers a box of is responsible for Customer Care, Tech
providers. Koodo is positioned in the second tier of wireless
cookies, handwritten cards and more personalized chocolates. They estimate
Support, Loyalty and Retention, and services (a value carrier) and is a brand known for being fun.
- to increase customer engagement that, for every US$11 spent on choco-
We aim to provide clear and simple messaging, products and
and loyalty. Sorry as a Service promises late, TransferWise received US$35 back Channel Support for Koodo; operating
services - all while offering great customer service.
to delight customers at every stage of Nothing hurts the in value from their customers.
four contact centers in three countries,
the customer experience lifecycle, from Receiving a small gift and a hand-
CF: How do you make sure the key elements of your
‘hello’ and ‘welcome’ to ‘thank you’ sincerity of an apology written note makes customers feel with 900 team members. We had the
brand experience make their way into your customer
and ‘congrats.’ uniquely valued and appreciated in a
chance to ask him some questions service culture?
Customers of the Estonian start-up quite like a diatribe of way that a tweet, Facebook post or an
have seen a 34% improvement in com- email never could, proving once again about delivering effective multichannel,
DL: At Koodo, we want all our team members to live up to
plaint retention rates, according to the excuses delivered via that a personalized approach can make
multilingual support in a highly competi- our “Choose Happy” brand promise. This message is the
company. For example, one of their cli- all the difference when it comes to the
ent’s, TransferWise, switched from the an impersonal email. customer experience. tive market. Continued on page 12
10 11
Customers First - Success stories TELUS International
core DNA of our advertising and carries
through to how we approach customer
service. To validate it, Koodo leads the
country with an 88% Likelihood to Rec-
ommend score (Net Promoter Score),
and we were recently recognized with
the JD Power “Highest in Customer
Service Among Wireless Providers”
award for all of Canada.
CF: What are some of the keys to
achieving great multilingual custom-
er service, and how does outsourc-
ing play a role?
Choose Happy – The Koodo Mobile brand promise
DL: Canada is a multilingual country
We’ve found that if you can help the
with two official languages – French and customer is served by the first agent.
English – so a multilingual strategy is a What we don’t do is measure Average customer, provide solutions and make a
Dave Lowther – Director of Operations for Koodo Mobile
must. Outsourcing allows us to service Handle Time (AHT) at the agent level,
personal connection, they don’t really care
both markets while maintaining great business with us, and will it help reduce a given decision. as we always want our frontline team
customer experience, a lowered cost call volume to our contact centers? 2. Communicate – link your actions to take care of our customers’ require- about accents.
structure, and robust business conti- We began with just voice calls, but back to how they are driving en- ments, regardless of how long it takes.
nuity. as the market changed and our cus- gagement, and continually recog- All KPIs, however, take a back seat just for the sake of achieving numbers. self-service when possible. I also look
The most important element of great tomer base grew, we’ve had to adapt nize accomplishments. to overall team engagement. A great If your leadership team can manage, at much smaller companies for great
multilingual customer service is to have to their needs. We started offering email 3. Allow people to fail – people customer experience will only happen if lead and inspire people, the numbers examples of customer service. It’s easy
an ultra-focus on solving the custom- and then moved into social media. won’t try to innovate if they aren’t you have a people-friendly culture that will continue to meet the target. When to call out the big names, but for me,
er’s individual problem. Far too many We’re now pushing our self-serve ap- allowed to fail. allows the team to thrive and grow. our Repeat Call Rate was getting too it’s the way the local paint store creates
multilingual contact centers spend time plication and website in order to divert 4. Have fun – we offer ice cream high, we brought together agents and a relationship with their customers, or
trying to neutralize accents or hide the calls from the contact center. We built days, sports and community CF: What are some of the ways you team leads to brainstorm recommenda- how the small hotel chain remembers
fact they are serving customers from a very robust “Koodo Community” of events, lip sync battles and lots of gather and/or analyze data to tions to improve. We didn’t talk about the last time you stayed there. The
abroad. We’ve found that, if you can customers that provide great tips, tricks recognition. continuously improve the Koodo the number but focused on what was challenge for us is to establish those
help the customer, provide solutions and support to our customer base. customer experience? causing customers to call back. With personal connections on a larger scale.
and make a personal connection, they CF: What are some of your most our agents’ great ideas, we lowered our At Koodo, we lead our industry in
don’t really care about accents. CF: What are some of the creative important KPIs, both internal and DL: As you can imagine, we have no Repeat Call Rate by 22%. customer experience, so we aren’t
ways you engage your frontline team external? shortage of data to review! The chal- looking at our competitors for ideas, but
CF: How did you decide on a members? lenge is determining the overall trends CF: What other companies/brands rather, are looking for creative ways to
multichannel strategy for customer DL: At the agent level, we measure that are appearing across a number of do you think are doing customer maintain our lead. One way is to focus
service? DL: For me, there are four key pieces to performance with KPIs that reflect the data points. You need to understand service particularly well? on coaching, where team managers
engaging team members: customer experience. For example, we your business metrics as a whole in work with their agents to discover what
DL: When we look at new channels, we 1. Leverage fair process – always leverage Customer Satisfaction Surveys order to be successful. DL: Outside the industry, I look at they’re doing right and encourage that
try to answer two questions: will this seek the input of those team mem- and Repeat and Transfer rates as a It’s also important not to put pres- companies like Apple that are good behavior, rather than looking for what
make it easier for our customers to do bers whose role will be impacted by good indicator of how well the sure on agents to achieve numbers at getting their customers to leverage they are doing wrong.
12 13
Customers First - Center for excellence TELUS International
The workhorse Best practices for personalization
While the benefits of automation are clear, speed and efficiency do not al-
of the contact ways equate to a positive customer interaction. Finding ways to cater to the
individual and deliver a personalized experience through email remains a key
center: email to success. Here are some best practices based on insights from customer
service experts:
When it comes to computer technology,
Be human
few trends have truly stood the test of
Agents should utilize email templates but should also add a personal touch
time, and rightfully so. As information
so the customer knows there is a real person on the other end.
advances, our tools and resourc-
es evolve. Floppy disks were made
Acknowledge the problem
obsolete by CDs and eventually USBs.
Summarize the issue right at the start to ensure everyone is on the same
Dial up internet made way for cable
page.
and then fiber optic networks. Even the
standard issue PC solitaire has laid the
Offer solutions
groundwork for the likes of Minecraft
If possible, offer two or three solutions so that the customer has a choice and
and League of Legends. But there
feels empowered.
is one technology that has remained
steadfast for years, if not decades, as
Be concise
the contact center workhorse and go-to
Present information in the email so name, contact information, transaction
support channel for customers around
details and the summary of the issue don’t take too much time to read.
the world: email.
Technology market research firm,
Leave the door open
Radacati, estimated that as of 2015,
Let the customer know they have the option to continue the conversation,
205 billion emails were sent per day.
and that the agent is available for anything else they may need.
Broken down even further, that’s 2.5
million emails every second. And there
doesn’t appear to be any signs of slow- Microsoft’s 2016 Global State of Multi- or posing a question at a time that is a human,” says Jason Nagle, Head of being mentioned in emails). These are
ing down. The number of emails sent channel Customer Support report. convenient for them. Strategic Operations and Programs at all in addition to the basic benefit of
annually is expected to grow by 3% per For contact centers, email has huge Google Cloud. “The advent of more having a clear record of what has been
year over the next four years, surpass- The big benefits of email time and cost-savings benefits. Utilizing predictive insight from machine learn- communicated in the past for agents to For more information on
ing 246 billion by the end of 2019. There are a number of reasons why templates and an automation system ing tools and systems will continue to reference in the future. best practices and ways
With the likes of social media, video, email has remained such an ideal op- can reduce redundancy and optimize evolve this space with far more targeted With a long list of of obvious benefits, to improve your email
chat and other support channels en- tion, both from a consumer and a con- efficiencies. When it comes to basic is- content in auto responses,” Nagle says. email is one tech tool that isn’t at risk of support program, check
tering the customer service landscape, tact center perspective. For customers, sues or concerns, the growing capabil- There are also the advantages that becoming obsolete anytime soon. But out TELUS International’s
one might imagine that email would it’s quick, efficient and can be sent ities of intelligent inputs sometimes can come from text analytics, allowing for a running a successful email customer latest white paper, “The
take a backseat to these modern play- easily from any device (PC, smartphone even rival human interaction. greater identification of sales opportu- support program is not a given. Rather, workhorse of the contact
ers. However, email is more appealing or tablet). There is no waiting on hold, “There are some benefits for simple nities, effective key messaging and the creating a world-class email program center: Optimizing email
than ever, ranking as the number one or being bounced around from one fixes where an auto response designed opportunity to conduct a competitive requires a smart utilization of best prac- for the modern customer
option for customer support for those agent to the next – it’s simply a matter well with intelligent inputs can be as analysis (e.g. measuring how often tices and continuous learning within the service environment.”
under the age of 55, according to of customers writing down feedback effective as a direct engagement with competitors and their products are contact center.
14 15
Customers First - Corporate Social Responsibility TELUS International
Ten years of giving
Central America
More than 22,000 volunteers across Guatemala and El Salvador have helped
improve the lives of over 17,000 people through TELUS Days of Giving.
At TELUS International, we give where 2009 2011 2013-2015
we live. Our TELUS Days of Giving A total of 1,500 volunteers participated in the Guatemala and El
In El Salvador,
first event. Salvador Community
(TDOG) are annual volunteer events that Boards were
partnering with TECHO,
our teams built over 60
founded, donating
unite thousands of our global team 2011 & US$500,000 each to
new homes, two
2015 health, housing and
football fields and a
members around a common cause. In Guatemala,
education projects
community garden in
the team built a the poorest areas of
We're proud of the scale of the impact school each
so far.
San Salvador.
we've created together with our partners
year from the
ground up in
2015
More than 3,500 volunteers attended the TELUS Days of Giving in Central
around the world. just one day!
America.
Watch our 10-year anniversary video.
United States
Over the years, more than 1,000 volunteers have helped over 2,000 people in
communities in Nevada, Texas and Arizona.
2010 2015
Over more than TELUS International U.S. team members held their
first event with a few dozen volunteers.
The number of volunteers increased to
more than 500.
have
40,000 helped 70,000 2014
Team members “adopted” Vegas Verdes
Elementary School, renovating, painting
and beautifying the campus, in addition to
people
Team members renovated a clubhouse for the
volunteers Boys & Girls Club, Las Vegas.
ongoing volunteering throughout the year.
Europe
More than 3,600 volunteers have helped over 5,000 people in Romania,
Philippines Bulgaria and the UK, many of whom are children.
Over the past 10 years, more than 5,200 families and over 35,000 students have
2013 2015
benefited from the projects carried out by our volunteers in the Philippines. TELUS International Europe held its first Day of
TELUS International Europe
Giving with a total of 500 volunteers.
Community Board was
2007 2011 founded, donating US$200,000
350 volunteers participated in the The Philippines Community Board 2013- since its inception. In Romania,
first TELUS Day of Service. was founded, donating US$500,000 2015 our teams renovated schools in
to health, housing and education In Sofia, Bulgaria, both Bucharest and Craiova,
projects to date. our team replacing furniture, painting and
revitalized a
2009 2016 school for visually
improving the schools for over
400 children.
With partner Gawad Kalinga, impaired children.
A record 2,400 volunteers joined
volunteers built 42 homes for
TELUS Days of Giving. In Plovdiv, we 2016
families. TELUS volunteers helped refurbish Independent Bulgaria and Romania Community Boards were
continue to return on an ongoing 2012 an orphanage. created, and more than 1,200 team members volunteered for the
basis to tutor schoolchildren, to Partnering with Hands on Manila, our team TELUS Days of Giving.
provide healthcare education members refurbished a school attended by 9,000
and to help beautify the students. Learn more: telusinternational.com/giving
community.
16 17
TELUS International
Rave reviews for our team members Unscripted Metro Manila Pride March The Big Picture
Myra Umali
Our team mem-
bers in the Philip-
pines took to the
streets to share a
positive message
of love and equali-
Andrea Lopez
ty during the 2016
Metro Manila
“I spoke with Andrea who was very pro- “I just had to write this email to you so
Pride march.
fessional. She was very patient with me, that you would know what a fantastic
Jose Garcia provided me all of the information that I employee Myra is. My mother-in-law
needed and answered all the questions also deals with [your company] when
“What an amazing experience from
that I asked. She really turned what I myself can’t help her. We even do
the initial sales and discovery call to
could have been a bad experience into three-way conference calls, and as
deployment! Jose Garcia, our deploy-
a really nice one. Thank you, Andrea!” always, Myra resolves her issues with
ment counselor, was always there for
Electric utility customer the utmost kindness and professional
us, whether via phone or email. He was
behavior.”
courteous, knowledgeable and very
Telecom customer
professional during the support period.”
Business services customer
Miriam Cabrera
Dennis Sapinoso
“That fabulous young lady that I was
Daniel Poitevin
“Let me tell you what a blessing Dennis just talking to, if you could clone her,
“I am over the moon with how [your is. With just two precise steps on my she is a dream. She was calm, patient
company] and Daniel in particular han- remote he was able to save me from and really clear and concise about what
dled my case. For starters, every time tears, and I was already crying when he I had to do. I’m going to tell everybody
that I’ve made contact I’ve had a reply picked up… Please do me a favor and now how amazing your product is and
almost instantly, which for a [business give him five huge stars for what he did that the customer service staff that you
your] size, I find astounding!” for me today.” have in your call center is just amazing.”
Business services customer Telecom customer Wearables customer
18 19Customer service and contact center solutions
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your customers? At TELUS International, we aspire to be your brand ambassador and to redefine
the outsourcing industry through our spirited teamwork and caring culture.
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