Like all pioneers, Voxpro’s journey hasn’t been straightforward. The organisation emerged out of a need for a radical new model of partnership.
When you hear the term Business Process Outsourcing (BPO), what springs to mind? Well, if you’re honest, it most likely conjures up the quintessential image – row upon row of anonymous individuals, sitting at their computers and speaking to someone on the other side of the planet. And until recently you would have been absolutely correct. However, ‘next generation’ BPO has arrived and Cork-based Voxpro is leading the way.
Over 20 years ago, when husband and wife team, Dan and Linda Kiely first embarked upon their adventure, the focus was primarily on providing cost-effective, high-quality experiences for their clients’ customers, because that was what was demanded of them. But as the 21st century dawned it became increasingly obvious that a new breed of organisation was beginning to emerge. Nowhere was this more evident than the tech companies exploding out of the west coast of the United States. And while the range of new products and services they were releasing into the world was as varied as they were innovative, each company was uncompromising in respect of one central tenet – culture.
These start-ups realised unless they had a strong sense of self, then as soon as the markets shifted or a better iteration arrived, their customers would leave and they would find themselves swiftly relegated to a footnote in history. And so, in their infancies they expended an enormous amount of effort and resources into understanding what it was they stood for. Then, as they grew and developed, they utilised these raison d’etres to connect with their expanding customer base on an emotional level, creating an unprecedented growth in brand loyalty.
Possessed with this knowledge, Dan and Linda realised the traditional BPO model was in need of overhaul. No longer would it be sufficient to simply support the client’s customers. A radical new model of partnership was required. And so, they dreamed big and guided Voxpro in a revolution that would see the company transform into something remarkable.
Across the organisation, department by department, a metamorphosis took place in the physical spaces in which everyone worked. To fully immerse themselves in their partners’ culture, they needed to feel as one with them and they with Voxpro. There would no longer be any aesthetic difference between working in Google or Airbnb’s offices in Dublin and working in Voxpro’s offices in Cork. They would actually live and breathe their clients’ cultures and in so doing, provide an operational beauty unparalleled in the world of outsource partnerships. Of course this all meant Voxpro needed to possess a very powerful sense of self in order that its own unique personality would not be diluted or diminished. After all, the company wanted its world-class partners to enhance its culture, not replace it. And so, Voxpro also focused on what it, as an indigenous Irish company, stood for and believed. Voxpro’s growing family of over 700 members, made up of over 20 nationalities, was directly engaged in helping to identify its DNA. And with the assistance of one of the top international firms in the space, Voxpro quantified and interpreted what it actually meant to belong at Voxpro.
Armed with a clear vision of where the company needed to go, it was possible to absorb the diverse array of strong corporate cultures with which Voxpro engages, and yet remain unique and distinct. The importance of an individual identity has never been more critical as Voxpro continues to develop multiple sites in Cork and Dublin, build on its presence in California, and also expand into other territories.
Whether the partners are Google or Nest, requiring high-level tech support services or experiential clients like Airbnb needing a more empathetic approach, the chameleon that is Voxpro will continue to embrace their diversity and adapt their culture, before delivering a beautiful customer experience to those changing the world. At Voxpro, the future is now.