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Title of presentation
on two lines
SUBTITLE SOMETIMES
Impact Report:
Work-at-Home is
Working in Asia.
6 August 2020
Sub Headers/ Sub Topic Separators
About this report:
Since Everise quickly transitioned to a home-based support model in March,
our people have now had time to adjust to a work-from-home environment.
This report seeks to answer critical questions leaders have about the long-
term sustainability of a remote model in Asia focusing on key metrics.
Today we’ll discuss:
2
1
2
3
ARE EMPLOYEES ENGAGED AT HOME?
THE IMPACT OF REMOTE WORK ON PERFORMANCE.
HOW REMOTE WORK HAS AFFECTED HIRING & TRAINING.
Other data sources and partners:
Title of presentation
on two lines
SUBTITLE SOMETIMES
1. Does Remote Hiring and
Virtual Training Work?
Title of presentation
on two lines
SUBTITLE SOMETIMES
Title Cover & Support Pages
An ample labor supply
combined with
resilient remote hiring
is fueling the market.
The unique nature of Malaysia’s cross-shore
model that brings native speakers from around
the world combined with closed boarders in
Asia caused Hire Rates to decrease. Ever
nimble, Everise innovated a solution that
brought Hire Rates back 104% in under 60-days.
4Source: Everise internal data, June 2020.
99%
Strong Work-at-home demand from Asian
employees is enabling a robust pipeline of
talent for those who are hiring.
79%
REMOTE HIRING & ONBOARDING
70.0%
75.0%
80.0%
85.0%
90.0%
95.0%
100.0%
105.0%
110.0%
Jan-20 Feb-20 Mar-20 Apr-20 May-20
Talent Acquisition Hire Rates
Philippines Malaysia Global Average
Each market overcame their unique challenges
and have converged on a 100% Fill Rate.
MY
PH
Goal
Title of presentation
on two lines
SUBTITLE SOMETIMES
Title Cover & Support Pages
After the initial
shock, virtual
onboarding is proving
effective.
5
+18%
VIRTUAL ONBOARDING & TRAINING
70%
75%
80%
85%
90%
95%
100%
105%
Jan-20 Feb-20 Mar-20 Apr-20 May-20
Training Throughput
Philippines Malaysia Global Average
Source: Everise internal data, June 2020.
Despite the pandemic, Everise investments in
our work-at-home infrastructure, as well as
improving our learning and development
programs, resulted in a +18% improvement in
training throughput compared to the same
period as 2019.
Asia is back to pre-pandemic levels
onboarding levels.
MY
PH
Goal
Title of presentation
on two lines
SUBTITLE SOMETIMES
Title Cover & Support Pages
6
Innovative and
intelligent technology
enable a connected
candidate journey.
TECHNOLOGY ENABLERS
Ana, our AI-powered onboarding chatbot, intelligently
guides candidates from job search through their first day
on the job. Ana provides 24/7 access to information about
Everise, its culture and work environment.
We work with technologies like Workday, HireVue and
aspiring minds to create a connected candidate
experience. Adobe Connect Onboarding is delivered
regularly via industry leading virtual conference and chat
tools, like Microsoft Teams.
ARTIFICIAL INTELLIGENCE
ENTERPRISE TECHNOLOGY
Title of presentation
on two lines
SUBTITLE SOMETIMES
Title Cover & Support Pages
I was assisted right away with my queries
and concerns. The talent acquisition
specialist was very helpful and
accommodating, if I had a question, she
responded very quickly.
Current Employee - Customer Service Representative in Manila, Philippines
“
”
Source: Everise Glassdoor profile, July 12, 2020 7
COMMUNICATE WITH YOUR CANDIDATES
Title of presentation
on two lines
SUBTITLE SOMETIMES
Title Cover & Support Pages
2. Are employees
engaged at home?
Title of presentation
on two lines
SUBTITLE SOMETIMES
Title Cover & Support Pages
Market conditions and
immersive virtual
environments are
engaging employees.
9
ATTRITION & ABSENTEEISM
Source: Everise internal data, June 2020 and
5th Talent Survey Data of Everise employees.
*Malaysia data is Absenteeism
70%
70% of Everise champions self-reported that
they experienced an improvement in
absenteeism when working at home,
compared to brick-and-mortar.
2% Both Philippines and Malaysia have ~2%
Attrition – below global average.
2-4% Philippines and Malaysia have incredibly low
Absenteeism – below our global average.
0%
2%
4%
6%
8%
10%
12%
14%
Jan-20 Feb-20 Mar-20 Apr-20 May-20
Declining Attrition and Absenteeism
Production Attrition Out-of-office Shrinkage
Maintaining below
pre-pandemic levels
Asian employees are
more engaged.
Title of presentation
on two lines
SUBTITLE SOMETIMES
Title Cover & Support Pages
Employees report
preferring work from
home.
10
LISTEN TO YOUR EMPLOYEES
Source: 5th Talent Survey Data of Everise
employees.
95%
95% of Everise employees report preferring to
have some level of home-based
arrangement.
14%
Only 14% of Everise people reported feeling “a
sense of loneliness” while working at home, to
a global average of 17% of employees.,
highlighting the progress made on our
continued investment in remote engagement
technology and activities.
100% at home
55%
Mix between
home and office
40%
100% at an office
3%
No preference
2%
“Given your experience with working from home and
assuming you have a choice of your work arrangement,
approximately how much time would you choose to
work at home versus in an office setting on a monthly
basis?”
Title of presentation
on two lines
SUBTITLE SOMETIMES
Title Cover & Support Pages
People enjoy remote
work for the
convenience and
productivity.
11
1
2
3
I save money
I feel less stress overall
I don’t have the hassles of commuting
4 I have more time to connect with my family
5 I find it easier to focus on my work
ADAPT YOUR INTERNAL SUPPORT STRATEGY
Source: 5th Talent Survey Data of Everise
employees.
Top 5 reasons people like to work-at-home:
Everise champions feelings about working from home fell
in line with global survey results on all accounts except
for #5, where our staff self-reported that they enjoyed
the ability to focus more than the global average.
CHALLENGES
Despite the proliferated use of video and chat tools, the
main thing that is missed is face-to-face meetings and
interactions.
Remote IT and Tech support is a challenge reported by
other enterprise – a critical area you need to adapt to.
Title of presentation
on two lines
SUBTITLE SOMETIMES
Title Cover & Support Pages
Everise is the only company I know who
gives chance for people who want to work
in the safety of their own homes. [Working
from home is an adjustment], nevertheless
I know my team is virtually present. Keep
up the good work!
Current Employee - Customer Service Specialist in Makati, Philippines
“
”
Source: Everise Glassdoor profile, April 25, 2020 12
EMPLOYEE REVIEW
Title of presentation
on two lines
SUBTITLE SOMETIMES
Title Cover & Support Pages
Never stop putting
people-first.
Being “People-first” not only ensures that your workforce
remains committed and motivated, but it also ensures
that your customers come first for them.
13
50k
Engage your employees with fun
initiatives like trivia nights, virtual health
and wellness classes. Early on, we
created music videos that achieved
over 50,000 organic views.
88.7%
90.2%
90.9%
91.5% 91.6%
79.1%
79.9%
80.5%
81.5%
81.7%
78.5%
79.0%
79.5%
80.0%
80.5%
81.0%
81.5%
82.0%
88.0%
88.5%
89.0%
89.5%
90.0%
90.5%
91.0%
91.5%
92.0%
Feb-20 Mar-20 Apr-20 May-20 June
Glassdoor Ratings Trends
Recommend to a friend Positive Business Outlook
4.5/5
82% of Everise employees have a
”Positive Business Outlook”, which
increased through the crisis – we also
achieved a 4.5/5 rating on Glassdoor.
Source: Everise Glassdoor ratings trends
ADAPT YOUR EMPLOYEE ENGAGEMENT STRATEGY
Title of presentation
on two lines
SUBTITLE SOMETIMES
3. How has remote work
impacted performance?
Title of presentation
on two lines
SUBTITLE SOMETIMES
Title Cover & Support Pages
15Source: 5th Talent Survey Data of Everise
employees.
Everise champions
self-report improved
performance in all
aspects while working
at home.
PERFORMANCE IS IMPROVING
35%
38%
8%
9%
Resolution
Satisfaction
“Select the difference in performance you believe you
have experienced between working at home and
working in an office setting.”
Supervisor Agent
Throughout work-from-home, Everise Supervisors
continued to have a sense of urgency in a virtual
environment.
Ensure you create new remote learning modules for
managers to bridge the gap and better align
expectations between managers and staff.
Title of presentation
on two lines
SUBTITLE SOMETIMES
Title Cover & Support Pages CHALLENGE
BlueJeans required crisis-resilient enterprise-grade technical support
that customers like Facebook, Twitter, Nike, Coke, LinkedIn and Starbucks
could rely on to power their business.
SOLUTION
Everise CX setup a team of highly trained support agents in Manila to
handle new account provisioning, customer care, and account
management. One unique aspect of our support is that it is all delivered
via the BlueJeans technology itself.
RESULT
Everise’s continued over-achievement has resulted in a strong
partnership between the two companies. As firms around the world
scrambled to operate a remote workforce, Everise smoothly transitioned
100% of the team to a work-at-home environment within 2 days, ensuring
uninterrupted support.
Despite BlueJeans experiencing 400% growth in the early months of 2020,
their Everise team scaled support with no drop in quality with a
headcount increase of only 20%.
16
Enabling exponential
growth in a time of
chaos.
”
CASE STUDY
I want to thank Everise for the support
and partnership during these stressful
times. Our Manila team is an integral
and critical part of our operation. I
appreciate your team support, flexibility,
and creativity ensuring the safety and
continuity of our operations.
Nir Galpaz, VP Technical Support,
BlueJeans
“
Title of presentation
on two lines
SUBTITLE SOMETIMES
Title Cover & Support Pages
17
Innovate how you
engage clients
remotely to continue
growing.
TRANSFORM RESILIENCE INTO GROWTH
Since international travel restrictions, we
invested in the X-Bot initiative to enable
clients to have immersive virtual meetings
and tour our (empty) centers.
Maintaining strong relationships with your
clients remotely is a critical area part of
success for B2B businesses.
X-Bot in Kuala Lumpur, Malaysia Center à
Sub Headers/ Sub Topic Separators
Key takeaways:
1. Think cloud-shoring: Effectively harnessing enterprise cloud
technology, AI and connecting them to people and processes
across geographies is critical to remaining resilient.
2. Listen to your people: Customer support teams are productive at
home and have ideas on how to maintain this performance in a
future-ready flexible model.
3. Invest in remote work training for managers: Managing a remote
workforce comes with challenges that goes outside the typical
employee-manager paradigm. Factor in additional resources to
tackle loneliness, and increase face-to—face virtual meetings.
4. Now is the time to grow: The data shows that home-based
support can work and there is an ample supply of talent who are
looking for remote work.
5. Maintain strong communication with your partners: Over
communicate rather than under communicate. Look for partners
who can help you grow, while managing your costs.
18
Sub Headers/ Sub Topic Separators
Thank you
weareeverise.com

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Impact Report: Work-at-Home is Working in Asia

  • 1. Title of presentation on two lines SUBTITLE SOMETIMES Impact Report: Work-at-Home is Working in Asia. 6 August 2020
  • 2. Sub Headers/ Sub Topic Separators About this report: Since Everise quickly transitioned to a home-based support model in March, our people have now had time to adjust to a work-from-home environment. This report seeks to answer critical questions leaders have about the long- term sustainability of a remote model in Asia focusing on key metrics. Today we’ll discuss: 2 1 2 3 ARE EMPLOYEES ENGAGED AT HOME? THE IMPACT OF REMOTE WORK ON PERFORMANCE. HOW REMOTE WORK HAS AFFECTED HIRING & TRAINING. Other data sources and partners:
  • 3. Title of presentation on two lines SUBTITLE SOMETIMES 1. Does Remote Hiring and Virtual Training Work?
  • 4. Title of presentation on two lines SUBTITLE SOMETIMES Title Cover & Support Pages An ample labor supply combined with resilient remote hiring is fueling the market. The unique nature of Malaysia’s cross-shore model that brings native speakers from around the world combined with closed boarders in Asia caused Hire Rates to decrease. Ever nimble, Everise innovated a solution that brought Hire Rates back 104% in under 60-days. 4Source: Everise internal data, June 2020. 99% Strong Work-at-home demand from Asian employees is enabling a robust pipeline of talent for those who are hiring. 79% REMOTE HIRING & ONBOARDING 70.0% 75.0% 80.0% 85.0% 90.0% 95.0% 100.0% 105.0% 110.0% Jan-20 Feb-20 Mar-20 Apr-20 May-20 Talent Acquisition Hire Rates Philippines Malaysia Global Average Each market overcame their unique challenges and have converged on a 100% Fill Rate. MY PH Goal
  • 5. Title of presentation on two lines SUBTITLE SOMETIMES Title Cover & Support Pages After the initial shock, virtual onboarding is proving effective. 5 +18% VIRTUAL ONBOARDING & TRAINING 70% 75% 80% 85% 90% 95% 100% 105% Jan-20 Feb-20 Mar-20 Apr-20 May-20 Training Throughput Philippines Malaysia Global Average Source: Everise internal data, June 2020. Despite the pandemic, Everise investments in our work-at-home infrastructure, as well as improving our learning and development programs, resulted in a +18% improvement in training throughput compared to the same period as 2019. Asia is back to pre-pandemic levels onboarding levels. MY PH Goal
  • 6. Title of presentation on two lines SUBTITLE SOMETIMES Title Cover & Support Pages 6 Innovative and intelligent technology enable a connected candidate journey. TECHNOLOGY ENABLERS Ana, our AI-powered onboarding chatbot, intelligently guides candidates from job search through their first day on the job. Ana provides 24/7 access to information about Everise, its culture and work environment. We work with technologies like Workday, HireVue and aspiring minds to create a connected candidate experience. Adobe Connect Onboarding is delivered regularly via industry leading virtual conference and chat tools, like Microsoft Teams. ARTIFICIAL INTELLIGENCE ENTERPRISE TECHNOLOGY
  • 7. Title of presentation on two lines SUBTITLE SOMETIMES Title Cover & Support Pages I was assisted right away with my queries and concerns. The talent acquisition specialist was very helpful and accommodating, if I had a question, she responded very quickly. Current Employee - Customer Service Representative in Manila, Philippines “ ” Source: Everise Glassdoor profile, July 12, 2020 7 COMMUNICATE WITH YOUR CANDIDATES
  • 8. Title of presentation on two lines SUBTITLE SOMETIMES Title Cover & Support Pages 2. Are employees engaged at home?
  • 9. Title of presentation on two lines SUBTITLE SOMETIMES Title Cover & Support Pages Market conditions and immersive virtual environments are engaging employees. 9 ATTRITION & ABSENTEEISM Source: Everise internal data, June 2020 and 5th Talent Survey Data of Everise employees. *Malaysia data is Absenteeism 70% 70% of Everise champions self-reported that they experienced an improvement in absenteeism when working at home, compared to brick-and-mortar. 2% Both Philippines and Malaysia have ~2% Attrition – below global average. 2-4% Philippines and Malaysia have incredibly low Absenteeism – below our global average. 0% 2% 4% 6% 8% 10% 12% 14% Jan-20 Feb-20 Mar-20 Apr-20 May-20 Declining Attrition and Absenteeism Production Attrition Out-of-office Shrinkage Maintaining below pre-pandemic levels Asian employees are more engaged.
  • 10. Title of presentation on two lines SUBTITLE SOMETIMES Title Cover & Support Pages Employees report preferring work from home. 10 LISTEN TO YOUR EMPLOYEES Source: 5th Talent Survey Data of Everise employees. 95% 95% of Everise employees report preferring to have some level of home-based arrangement. 14% Only 14% of Everise people reported feeling “a sense of loneliness” while working at home, to a global average of 17% of employees., highlighting the progress made on our continued investment in remote engagement technology and activities. 100% at home 55% Mix between home and office 40% 100% at an office 3% No preference 2% “Given your experience with working from home and assuming you have a choice of your work arrangement, approximately how much time would you choose to work at home versus in an office setting on a monthly basis?”
  • 11. Title of presentation on two lines SUBTITLE SOMETIMES Title Cover & Support Pages People enjoy remote work for the convenience and productivity. 11 1 2 3 I save money I feel less stress overall I don’t have the hassles of commuting 4 I have more time to connect with my family 5 I find it easier to focus on my work ADAPT YOUR INTERNAL SUPPORT STRATEGY Source: 5th Talent Survey Data of Everise employees. Top 5 reasons people like to work-at-home: Everise champions feelings about working from home fell in line with global survey results on all accounts except for #5, where our staff self-reported that they enjoyed the ability to focus more than the global average. CHALLENGES Despite the proliferated use of video and chat tools, the main thing that is missed is face-to-face meetings and interactions. Remote IT and Tech support is a challenge reported by other enterprise – a critical area you need to adapt to.
  • 12. Title of presentation on two lines SUBTITLE SOMETIMES Title Cover & Support Pages Everise is the only company I know who gives chance for people who want to work in the safety of their own homes. [Working from home is an adjustment], nevertheless I know my team is virtually present. Keep up the good work! Current Employee - Customer Service Specialist in Makati, Philippines “ ” Source: Everise Glassdoor profile, April 25, 2020 12 EMPLOYEE REVIEW
  • 13. Title of presentation on two lines SUBTITLE SOMETIMES Title Cover & Support Pages Never stop putting people-first. Being “People-first” not only ensures that your workforce remains committed and motivated, but it also ensures that your customers come first for them. 13 50k Engage your employees with fun initiatives like trivia nights, virtual health and wellness classes. Early on, we created music videos that achieved over 50,000 organic views. 88.7% 90.2% 90.9% 91.5% 91.6% 79.1% 79.9% 80.5% 81.5% 81.7% 78.5% 79.0% 79.5% 80.0% 80.5% 81.0% 81.5% 82.0% 88.0% 88.5% 89.0% 89.5% 90.0% 90.5% 91.0% 91.5% 92.0% Feb-20 Mar-20 Apr-20 May-20 June Glassdoor Ratings Trends Recommend to a friend Positive Business Outlook 4.5/5 82% of Everise employees have a ”Positive Business Outlook”, which increased through the crisis – we also achieved a 4.5/5 rating on Glassdoor. Source: Everise Glassdoor ratings trends ADAPT YOUR EMPLOYEE ENGAGEMENT STRATEGY
  • 14. Title of presentation on two lines SUBTITLE SOMETIMES 3. How has remote work impacted performance?
  • 15. Title of presentation on two lines SUBTITLE SOMETIMES Title Cover & Support Pages 15Source: 5th Talent Survey Data of Everise employees. Everise champions self-report improved performance in all aspects while working at home. PERFORMANCE IS IMPROVING 35% 38% 8% 9% Resolution Satisfaction “Select the difference in performance you believe you have experienced between working at home and working in an office setting.” Supervisor Agent Throughout work-from-home, Everise Supervisors continued to have a sense of urgency in a virtual environment. Ensure you create new remote learning modules for managers to bridge the gap and better align expectations between managers and staff.
  • 16. Title of presentation on two lines SUBTITLE SOMETIMES Title Cover & Support Pages CHALLENGE BlueJeans required crisis-resilient enterprise-grade technical support that customers like Facebook, Twitter, Nike, Coke, LinkedIn and Starbucks could rely on to power their business. SOLUTION Everise CX setup a team of highly trained support agents in Manila to handle new account provisioning, customer care, and account management. One unique aspect of our support is that it is all delivered via the BlueJeans technology itself. RESULT Everise’s continued over-achievement has resulted in a strong partnership between the two companies. As firms around the world scrambled to operate a remote workforce, Everise smoothly transitioned 100% of the team to a work-at-home environment within 2 days, ensuring uninterrupted support. Despite BlueJeans experiencing 400% growth in the early months of 2020, their Everise team scaled support with no drop in quality with a headcount increase of only 20%. 16 Enabling exponential growth in a time of chaos. ” CASE STUDY I want to thank Everise for the support and partnership during these stressful times. Our Manila team is an integral and critical part of our operation. I appreciate your team support, flexibility, and creativity ensuring the safety and continuity of our operations. Nir Galpaz, VP Technical Support, BlueJeans “
  • 17. Title of presentation on two lines SUBTITLE SOMETIMES Title Cover & Support Pages 17 Innovate how you engage clients remotely to continue growing. TRANSFORM RESILIENCE INTO GROWTH Since international travel restrictions, we invested in the X-Bot initiative to enable clients to have immersive virtual meetings and tour our (empty) centers. Maintaining strong relationships with your clients remotely is a critical area part of success for B2B businesses. X-Bot in Kuala Lumpur, Malaysia Center à
  • 18. Sub Headers/ Sub Topic Separators Key takeaways: 1. Think cloud-shoring: Effectively harnessing enterprise cloud technology, AI and connecting them to people and processes across geographies is critical to remaining resilient. 2. Listen to your people: Customer support teams are productive at home and have ideas on how to maintain this performance in a future-ready flexible model. 3. Invest in remote work training for managers: Managing a remote workforce comes with challenges that goes outside the typical employee-manager paradigm. Factor in additional resources to tackle loneliness, and increase face-to—face virtual meetings. 4. Now is the time to grow: The data shows that home-based support can work and there is an ample supply of talent who are looking for remote work. 5. Maintain strong communication with your partners: Over communicate rather than under communicate. Look for partners who can help you grow, while managing your costs. 18
  • 19. Sub Headers/ Sub Topic Separators Thank you weareeverise.com