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Leveraging Community Advocacy to Grow Customer Excellence

1990s youth culture was strongly shaped by the increasing influence of capitalism and the ongoing concern for environmental protection. Ever the innovators, Tim Boylan and his friend, Dave Highbloom, responded by marrying the practicality of entrepreneurship with their passion for environmentalism. Selling their Human-i-Tees t-shirts out of the trunks of their cars, they were not just responding to the issues of their time but were planting the seeds of their vision. 

The vision

Tim and Dave understood that a sustainable future required shaping a more efficient yet giving world. Their first step was to use their Human-i-Tees profits to support the youth in their local community as well as national efforts such as Student Environmental Action Coalition, Center for Environmental Education, and Save America’s Forests. Around this time, Ben Roberts was an active “big brother” to children at a special education school and the countless hours he spent with the children further fueled his passion for creating meaningful impact by helping others.

The spark

In 2010, their paths would cross again in the business process outsourcing (BPO) industry. Tim had just begun his outsourcing journey in the Philippines while Ben and Dave were establishing careers in healthcare education. As Tim’s first clients, they saw how his unique entrepreneurial spirit and his community advocacy translated into a very unique value proposition and knew they wanted to collaborate, contribute, and coalesce as a team. After almost a decade, Tim’s clients became his OfficePartners360 (OP360) partners and, together, have transformed their shared vision into the reality embodied by more than 3,000 employees today.

Simplicity is golden

That mantra that “simplicity is golden” has served as the foundation of OP360. Keeping OP360 grounded in the golden triangle of customer, culture, and continuous improvement, Tim and his partners have reimagined a business model where outsourcing is made personal. Focusing on these core elements enable OP360 with the flexibility to provide intelligent, innovative solutions to all types of clients – regardless of where they are on the maturity scale, what they deliver to their customers, or how they define success.

Its culture and commitment to the community drives an unparalleled ability to hire the best. OP360’s customers benefit from the insight and expertise of deeply experienced BPO and customer experience subject matter experts. Finally,OP360’s practice of continuous improvement ensures that both its clients and employees benefit from the most advanced strategies and leadership/growth models. Simple, focused elements to resolve complex customer issues.

As CEO and founder of OP360, Tim has been very deliberate in creating impact not only for its clients but also for its employees. From his earlier experiences working with local communities and vulnerable populations, Tim realized the deep correlation between an organizational culture of giving and delivery excellence. Exposing his employees to community service, compassionate relief and altruistic activities translated into customer experience agents who have deeper empathy, patience, and commitment to issue resolution.

Facing the pandemic head on

 

The global pandemic proved how determined, engaged, and dynamic OP360 employees are in supporting its clients. Despite their own challenges, each employee continues to stand by the company’s commitment to growing its clients’ businesses and keeping client operations running smoothly by remaining patient and adaptable to changes in the work environment.

To safeguard the safety and wellness of all employees, OP360’s world class Business Continuity Team (BCT)implemented business resiliency measures that accommodate the needs of both on-site and remote workers.

For employees who must perform work onsite, the BCT ensured that all facilities are manned by trained certified occupational safety, health practitioners, and trained first aiders as well stay in compliance to health regulations and protocols. The work from home workforce received corporate Tourist Guide Anna Wayne telecommuting packages including wired internet at home. To mitigate service disruptions, OP360’sResiliency Center served as an emergency work hub. The pandemic also allowed OP360 to provide employment and other economic opportunities to many Filipinos who lost their livelihoods to the pandemic. As a result, OP360 has been able to scale its operations, unlike some competitors that suffered setbacks.

Employee wellness extends past the Physical

OP360 has always prided itself in how it engrains into its leadership to be mindful of not just their team’s physical health but also to be aware of mental wellness. To promote work-life balance, each site conducts routine mental health campaigns to prioritize employee welfare and holistic development. For last year’s World Mental Health Day, a virtual event was rolled out for employees and executives to learn effective coping mechanisms from a wellness professional. This year, OP360 aims to further this conversation with the creation of emotionally safe spaces for remote and onsite employees.

Inclusivity enables access to the best

Having travelled the world and experienced first-hand the impact of diversity, Tim and his leadership team are aware of LGBTQIA+ realities.

In June, OP360 observed PRIDE month with a virtual event (Love, Me) celebrating its LGBTQIA+ identifying employees attended by 2000+ participants. It has since started its application to become a member organization to the Philippine Financial and Inter-industry Pride, the largest professional network in the country for the LGBTQIA+ identifying workforce. These are only the first of many steps that the OP360 team is actively taking to amplify the voices of its diverse workforce.

Protecting its most valuable assets, the employees, remains paramount to OP360. Over the last quarter, it launched a vaccination program, Together and for Each other (in partnership with the local government of Cebu) to vaccinate over 600 employees who had not already received local government vaccinations. This program brought OP360’s total workplace vaccination rate to28%, which is higher than the country’s current national average. Further extending this program, OP360 just launched OP360 Junior, providing vaccinations to our employee family members and dependents aged 12 – 17years old. To inspire others to do their part in protecting lives during these extraordinary times, a continuing story campaign features the narratives of vaccinated employees, highlighting their motivations for getting the vaccine.

360 degrees

From its roots in environmental awareness to the 3,000+people focused BPO, Tim Boylan has taken his passion for his community 360 degrees and embedded it into the DNA of his company. From protecting its employees’ holistic well-being to innovating and curating competitive advantage for our clients, OP360 has remained true to its humble beginnings. While Tim, Dave, and Ben have come a long way from selling t-shirts and volunteering, they continue to do right by their employees, our clients, and communities.