SPi CRM, Makati City, Philippines

Name of Organization / Company: SPi CRM, Makati City, Philippines

Category: Award for Innovation in Human Resources Management, Planning & Practice > All Other Industries

Entry Title: Creating Opportunities to Retain and Engage

Entry:

SPi CRM is a pioneering leader in customer relationship management outsourcing, offering voice, chat, email, and social media services. With more than 10,000 employees across the United States, Australia, and the Philippines, we serve world-renowned clients in diverse industries, including media, telecommunications, travel and hospitality, financial services, retail, and e-commerce.

Time and again, we’ve proven that, if we take care of our employees, they take care of business. When we do our best for our people, they’re moved to do their best for our company, clients, customers, – together, we continuously build SPi CRM’s culture of excellence and malasakit (the Filipino word for sympathy and support).

So we invest a lot, in creating an inspiring environment where our people can thrive. Our employee engagement platform, CORE (Creating Opportunities to Retain and Engage), allows our personnel to personal and professional potential.

Composed of nine programs that empower our people and address their holistic needs in career and personal development, CORE lets our employees:

Grow – by highlighting fun, enriching, and innovative training, in preparation for the next steps on their career paths. CORE Academy hosts courses for our supervisors, team leaders, coaches, and officers, them for front-line leadership. For managers, focus areas are in Performance, Project, and Financial Management.

Influence – by encouraging them to propose changes that will positively impact our organization and business, through process improvement, cost-saving measures, revenue generation, and more. Employee-ideas that have been implemented include Managed Printing Services – which enabled initial savings of US$100k, and US$25k for succeeding years – and Air Conditioning Energy Conservation, which savings of US$35k per operating facility.

Connect – by keeping our global community updated on what’s happening with our business and people, using different media platforms (intranet, Facebook, employee engagement boards, and infoboards) share, and exchange information, ideas, and opportunities

Invite – by giving personnel the chance to earn more, through endorsing their friends and family to join our SPi CRM family. To date, 40% of our recruits come from this program.

Care – by enhancing their well-being through efficient clinic services, health and awareness campaigns, first-aid and disaster management training, and huge discounts on medicine for our employees Discover – by helping our people fully comprehend and maximize their benefits and compensation, through interactive programs. Beyond numbers, these programs get to the heart of what’s important taking care of their loved ones and themselves – keeping them inspired, motivated, and committed.

Play – by supporting work-life balance, through clubs that span a broad spectrum of employee interests, including running, photography, fitness, mountaineering, and even dogs! We also mount inter-site and sponsor our representative teams in various local competitions in their areas. Our annual summer outings and holiday parties are much-awaited events, with over 90% employee attendance.

Enjoy - by creating an awesome workplace, via employee appreciation events and exclusive discounts and promotions from popular retail and service establishments.

Share – by holding our annual Corporate Social Responsibility (CSR) Day. Since 2012, we’ve achieved over 250,000 volunteer hours, impacting the lives of 56,500 children beneficaries, at 11 of our global across 3 continents. Programs include school rehabilitation, environmental clean-up, sports clinics, and art classes. The program has merited ‘Excellence in CSR’ awards from the European Outsourcing National Outsourcing Association, Philippine Quill, and Anvil awards.

All in all, our human resources management and practices have earned us multiple, frequent citations from various third-party organizations, such as:

• Best Company to Work For, 2015 Asia Corporate Excellence & Sustainability Awards
• Best Employer of the Year, 2014 International ICT Awards
• Best BPO Company in Asia, 2013 European CEO Awards.