Discover how a leading travel services provider leveraged the power of offshore employees to manage the booking process and deliver an exceptional customer experience.
This led them to assess an offshore approach.
The company engaged Diversify to assist in the adoption of its offshore approach. As an end-to-end provider of offshore solutions, Diversify worked with the organisation to understand the landscape from the ground up and design the required offshore strategy and how to execute it effectively.
Diversify also assisted the client with the full integration and change management process. The transition from an outsourced approach to an offshore one can be fairly complex. We assisted the client in navigating this process successfully and without issue. The change management process encompassed instructor-led, and online training, and Diversify assisted the client with implementing an entirely new framework.
Selecting, integrating, and training are just some steps in the full process. Once Diversify had assisted the client in launching their offshore program successfully, keeping their offshore teams engaged was another aspect they had to consider. As an extension of their local workforce, and potentially long-term employees of their business, retention is critical. Diversify places a huge emphasis on culture building and professional development. As such, all offshore team members have access to a rich and diverse culture and professional development program in the Philippines. This ground-level program, alongside the client’s initiatives, kept their employees highly engaged resulting in a happy and fulfilled, long-term workforce with much lower staff turnover than had been previously experienced.