In 2012, our vision for Conectys in 2020 was, broadly, to be the recognized market leader in multilingual outsourcing services, serving customers from all regions of the world in all mainstream global languages.
Eight years ago, we broke this down into six Key Performance Indicators (KPIs):
- Customer Satisfaction: Continually achieve client satisfaction scores of 4+ on a 1-5 scale.
- Recognition: Continue to receive industry analyst, award, and customer recognition.
- Worldwide Operations: We will serve customers from centers in Europe, America, and Asia.
- Innovation: Creation of unique service offerings and general customer-focused innovation.
- Employee Count: 2,020+ employees by 2020.
- Industries: We will service the top 5 global players in each industry we target.
So, how did we do eight years ago? Pretty well.
Customer Satisfaction: Win. We measure customer satisfaction through Net Promoter Score (NPS), but we’ve been able to maintain an average of 88, where anything north of 40 is considered elite for BPOs.
Recognition: Win. We’ve cultivated good relationships with analysts (which we plan to continue to improve), great relationships with customers, and had a fantastic streak of award wins.
Worldwide Operations: Win. We currently have 10 global operations centers in each region we identified in 2012, and more!
Innovation: Win. We have a full suite of customer experience solutions and moderation services, not to mention our proprietary CRM, ConectysOS.
Employee Count: Win. We are north of 2,200 employees by 2020. In fact, we’re north of 2,600 employees at the time of this announcement!
Industries: We’ll call this one “mostly a win” but we’re not fully satisfied yet. While we’re proud to have worked with several of the most dominant players in each market we’ve targeted, we haven’t achieved that magic #5. However, even during the pandemic, we added a global identity marketing leader and a global B2B reviews site to our client portfolio. We’re not done yet!
We’re extremely proud of our progress over the last eight years. We owe it all to fantastic and dedicated employees and a group of clients who consider us valuable and strategic members of their team. With a winning combination like that, we can’t lose.
We just finished putting the final touches on our 2025 goals so stay tuned for more!
Conectys is a recognized leader in global multilingual and multicultural outsourcing services, providing specialized award-winning solutions that create significant competitive differentiation and brand value for global organizations. Conectys combines talented multilingual teams with effective quality processes that are driven by customer experience and proven technology to deliver new levels of service personalization and profitability. Conectys offers Multilingual Customer Service, Technical Support, User Generated Content Moderation, and Network Operations Center services, from strategically chosen delivery locations, in over 35 languages, 24/7/365. All services are powered by Conectys’ Contact Center SaaS, ConectysOS®, an industry-recognized Automation Project of the Year finalist. It is designed to bring value proposition to clients with standard features connecting quality monitoring, workforce management, and real-time views, a robust CRM, with automated reporting and data analytics and customer insight for an all in one PCI DSS compliant Customer Management System.
Conectys has facilities in the U.S., Belgium, Romania, Taipei, Turkey, Poland, Portugal and the Philippines, providing a global footprint and international scale to high-tech, retail, telecommunications, finance, travel, hospitality, gaming and entertainment companies. Conectys is ISO 9001:2018 certified and PCI DSS Compliant. Conectys received a Silver Stevie® in 2017 for excellence in Customer Service and a Gold Stevie® in 2016. Conectys was also awarded Best BPO Firm of the Year 2016 and 2014 at the CEE Awards and has been ranked a Top 10 Global Multilingual Outsourcing Vendor by leading analysts.