Hands-on Management

TELUS International's senior management and operations team is based in Manila and working US business hours, keeping a close watch on our clients’ businesses. The team is composed of call center veterans with US call center expertise, as well as deep understanding of Philippine business practices.

TELUS International has become one of the key players in the industry and one of the few with Filipino roots. This gives the management team better insight into what motivates the Filipino agent as the industry matures.

Business Process Improvement

Our Business Process Improvement (BPI) team has two key roles: the group leads all new account transitions and champions process improvement projects across the organization. Of the former, the BPI group coordinates between you and TELUS International's key divisions, towards a timely and seamless launch.

The process improvement projects are focused on metric management, enhancing key metrics such as Customer Satisfaction and First Call Resolution scores, as well as capturing best practices within a program and cascading the information to other programs. The BPI team also works with TELUS International's other divisions conducting productivity and efficiency studies and streamlining processes such as the agent application experience, that have a direct impact on our operations.

Culture

While TELUS International has always been a performance-driven entity, its management effectively balances hard work with providing agents with guidance through a mentorship program and the proper training that they need to grow within and outside TELUS International. We also recognize the value of having fun and we provide such avenues for our organization, where our people can express themselves and interact with their team members.

Proprietary Performance Management Tool

Our proprietary performance management system, Baleen, inculcates team members with a sense of ownership in their work, assuring a personal stake in quality delivery and self-development.

Rigorous Talent Acquisition

TELUS International's rigorous talent acquisition process measures proven interactive ability, not just test scores. Our recruitment team invests a lot of time in understanding your program so that they can identify who best fits your needs.

Career Development

We establish a clear career path for all of our employees. In fact, we announce in Day One training that we look at ALL employees as “managers in training”. From our iLearn classes, to our Career Development Committee and company wide surveys, our focus is on finding ways to retain talent and further our people’s future with TELUS International.

Best in Class Technology

High-caliber hardware and software are coupled with a robust and redundant network, a commitment to IT security and a 24/7 IT support to create an environment of continued service and optimum performance.