Helping a global media and technology company deliver secure, efficient customer experience at scale

The challenge

A decade ago, a global media and technology company was facing challenges managing the volume of customer support requests that they received. As an enterprise handling millions of email accounts and sensitive user data, the company required a partner that could provide secure, scalable customer support while maintaining the highest standards of service quality. In particular, they sought help to improve agent efficiency, manage major migrations and ensure business continuity across multiple sites. TELUS Digital’s proven track record in the Philippines, combined with our robust security frameworks, scalable recruitment capabilities and culture of operational excellence, made us the ideal strategic partner for this critical transformation.

The TELUS Digital solution

TELUS Digital implemented a comprehensive, multi-faceted approach to address the company’s challenges.

First and foremost, to ensure business continuity and disaster recovery capabilities, TELUS Digital helped the company to expand their support operations to two sites in the Philippines: Manila and Iloilo City. This multi-site strategy provided them with the resilience needed to maintain consistent service levels and enhanced disaster recovery capabilities. From an initial team of 15 members, the partnership has grown significantly, with TELUS Digital now assigning over 350 dedicated professionals to the account. Team members provide support across content moderation, technical support, inbound sales and customer care in multiple channels, including phone, chat and email.

Recognizing that information security was critical to the company’s requirements, TELUS Digital deployed a dedicated team of 22 policy security analysts across both sites. These analysts work to detect and prevent fraud, protect customer information, manage access permissions and ensure compliance with security policies. The team does this by conducting regular audits and risk assessments to identify potential vulnerabilities, while maintaining comprehensive compliance programs that align with local and international regulations. Through targeted analysis and transaction monitoring, they also provide crucial insights to senior management about security status and recommended actions, ensuring continuous improvement of security measures.

In addition to enhancing security, the challenge our client was facing was related to managing volume, and it therefore necessitated efficiency and accuracy from the team members assigned to the account. To improve the quality of customer interactions and reduce agent errors, TELUS Digital implemented a tailored policy framework and launched the Lean Six Sigma Yellow Belt certification program to hone process-improvement and quality management skills. These initiatives were designed to enhance the overall customer experience by ensuring agents adhered to strict quality standards. The policy guidelines specifically focus on promoting ethical conduct while ensuring compliance with privacy regulations and sales practices, establishing clear expectations for how team members should protect customer information and resolve concerns during every interaction.

TELUS Digital leveraged its advanced workforce management processes to optimize scheduling and consistently meet service level targets. This approach applied calculations that account for attendance patterns, leave allocations and essential offline activities such as coaching sessions. By analyzing historical attendance trends and forecasting future needs, the process created schedules that distributed workload effectively without overwhelming team members. This comprehensive approach allowed for efficient resource allocation, helped manage the fluctuating demands of customer support needs and ensured all necessary activities were properly plotted. As a result, this systematic planning delivered optimal coverage for client demands while preserving team well-being and productivity, balancing service level targets with essential team development activities.

Coupled with workforce management, a strong employee engagement strategy ensured team members felt heard and valued. Beginning with leadership transparency during training, our approach combines performance-based client incentives with consistent coaching and clear development paths. This creates an environment where team members feel supported and invested in their long-term success, contributing to improved tenure and reduced attrition.

As part of our commitment to excellence, we conducted a comprehensive CX strategy audit, producing several recommendations for our client to consider. Together, we prioritized opportunities for innovation to boost future-state performance and enhance customer experience. Our ability to flexibly scale operations in response to evolving needs has become a cornerstone of the partnership's success.

The results

The partnership has yielded significant results over 10 years.

• Consistent performance: TELUS Digital consistently achieved line adherence targets showcasing reliable service delivery.
• Improved quality: The implementation of quality assurance programs led to a 50.49% reduction in actual policy violations and a 30% reduction in overall percentage, dropping from 9% to approximately 6.3%.
• Cost savings: Improvements in agent performance and satisfaction resulted in reduced attrition, generating potential savings of nearly $100,000 per year for our client.
• Strategic scaling: TELUS Digital now has 358 team members supporting the account, up from 15 at the beginning of the partnership. The approach to scaling has been considered, ensuring performance targets are met efficiently while also ramping quickly for significant migration projects. Team members offer support across several channels including phone, chat and email.
• Earned trust: The partnership’s success extended to complex projects, with TELUS Digital successfully completing multiple email domain migrations. This achievement led to an additional contract for an email platform migration project — involving a staggering 9 million email accounts.
• Enhanced security: The robust security measures implemented by TELUS Digital resulted in zero recurrence of sales fraud, addressing one of the company’s critical concerns.

As the global media and technology company continues to evolve in the dynamic digital landscape, TELUS Digital remains a trusted partner, ready to support their customer experience needs with secure, efficient and innovative solutions. This enduring partnership serves as a testament to TELUS Digital’s ability to deliver consistent, high-quality customer support at scale for global technology leaders.