Small Business Awards 2020

Oct20163 Small Business Awards 2020 31 Keeping in contact is key to business success, and firms like the World Phoning Group Inc. find the people who make this happen. Working on behalf of businesses in a variety of different sectors, the team play a key role in the communications aspect of a business. We look more carefully at the firm to see how they effectively integrate into a range of business cultures, ensuring success wherever they go. WPG is the “bridge” between its customers and their relationship with their customers. Every time someone contacts them, they must represent the brand, speak the brand’s language, and protect its image. Formula 1, one of the world’s most recognized and respected brands, chose WPG as their partner to support their fans when they launched F1-TV in 2018. It’s clear this approach has been incredibly successful, but what exactly does it mean? The process starts with an audit. The WPG takes the time to uncover the current business processes, communication channels and flow of information between customers, fans and B2B partners. They suggest a bespoke solution with traditional contact methods, voice, chat and email, and various social media channels. WPG enhances the work that is already being done and aligns with the culture of their customers. They hire a team that will provide the highest customer satisfaction levels and reflects their customer’s core values. Finally, the team digs into the data, finding ways to monetize the customer base further while identifying cost- savings and revenue recovery options. One of the benefits of working with WPG is the multilingual team they can provide. With staff spread across Toronto, Canada and Bucharest, Romania, the team can deliver omnichannel communications in over ten languages. Customers require solutions quickly, and WPG has proven it can execute in a short time. In 2018, in under three months, they built a separate customer facility for Formula 1 while hiring and training a new team of over 80 multilingual staff. All of this flexibility comes from the leadership of an experienced management team. The General Manager previously ran LEGO Europe, while the Operations Manager ran GM/Opel. There’s nothing quite like experience, and they have taught their “best practices” to the team. When customers come to WPG, they find a professional group that knows how to execute and prides itself on hands-on Management with a boutique feel. WPG is a nine-year old company and, for the past three years, has focused on the fast- Best Multilingual BPO Center - Romania growing OTT, Sports & Esports markets, not just working with Formula 1, but supporting ESL Gaming, the largest Esports and event organizers worldwide. This hands-on experience working with these top sports brands gives the team a unique advantage over the competition and has put them on many other big sports organizations’ radar. They were invited to quote on the Olympics and were amongst the final candidates, showing they can compete with any company on the International stage. The business’s growth seems assured in the long run, but the impact of COVID-19 could have halted their progress instantly. Instead, it has encouraged the team at WPG to push even further in the direction of excellence. A One of the benefits of working with WPG is the multilingual team they can provide. With staff spread across Toronto, Canada and Bucharest, Romania, the team can deliver omnichannel communications in over ten languages. WFH team has been employed throughout the pandemic. It has allowed the team to weather this crisis and become a stronger organization than went in. Over the next year, they will re-engage the opportunities put on hold by the pandemic, aiming to resume the growth that had begun at the start of the year. Having made a name for themselves as a provider of exceptional customer service, WPG seems sure to continue along its path of success. Company: World Phoning Group Inc. Contact: Wayne Silver | President Email Address: [email protected] Telephone: +1-416-801-8100 Website: worldpgl.com | wpgrs.org