Case Studies
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How Telework PH is Acelerating Machine Learning Through High Accuracy Data Labeling and Classification Services
The Client
A company that caters to different machine learning processes like data labeling, data collection and data preprocessing for the development of Artificial Intelligence applications. This includes producing high quality data that will be used to build AI services and products like self-driving cars, drones, robots, AR/VR and retail.
The Requirement
The team must learn how to do APIs like sensor fusion, semantic segmentation, 2D bounding boxes, polygon, video, lines & splines annotation, data categorization, key points, named entity recognition and OCR transcription. These are done in a platform provided by the client.
Project Challenges
Data labeling is complex and sensitive. Each type of APIs has a different set of rules and requirements taking into account that the labeling should be done accurately. Working on different projects alternately is not an easy job to handle given the tasks requires a lot of attention and caution. Our goal is to deliver enough volume of tasks with 0% critical error. With these, selecting the right people with the appropriate skill to do the tasks is crucial to delivering high quality data.
Telework PH Provides Unwavering Excellent Technical Support For Leading Sports Software Company
The Client
A Sports company in the SaaS business that offers a one-stop shop for all the needs of sports organizations of all sizes. These include software for league management, payment processing, recruiting, sports camps, media and sponsorship, fundraising, and performance solutions.
Background (The old business challenge and how we solved it)
Telework PH’s technical support team has been working with the client since their inception, along with the client's in-house and other outsourced support teams. In October 2017, the client started using Salesforce as their CRM to manage all of their customers’ technical support needs, and with it the growth of both companies started. Telework PH's agents were then working from home, but in May 2018, a support operations center was established to provide a more stable environment in supporting our client's needs.
The client’s main focus when it comes to their customer support has always mainly been the overall satisfaction based on surveys, which are scored on a scale of 1 to 10 with 10 being the highest. The agreed upon target was an 8.0.
How Telework PH Ended Up Outdoing a Giant Company’s Digital Marketing Efforts
Background
The client is a dealer of DirecTV, a broadcast satellite provider located in California, US, and the company is a subsidiary of AT&T, the largest telecommunications company in the world.
The client didn’t have any background in digital marketing or any initiatives to boost sales at all. However, the dealer’s primary method of increasing sales is by doing traditional cold calling methods. The client reached out to Telework PH to scale this strategy and kickstart a digital marketing campaign to obtain massive sales.
Goal
The objective of this project was to increase sales conversion over the phone which happens the moment the customer provides his credit card information. The challenge now for Telework PH was to think of different ways to upsell and increase the client’s profit.
Strategy
Aside from doing the traditional cold calling approach, Telework PH thought of other strategic ways to help the client increase his profits. Telework PH then decided that a digital advertising campaign is the fastest and most effective way to reach the client’s potential customers. A PPC campaign is an immediate and direct way to boost profits.
Analysis Software in NY
Customer Support
1. What was your reason for outsourcing?
Our company started looking for overseas help when we realized that hiring the right people at an affordable price proved to be difficult in the U.S. Our busy season and ever-changing product led to the need of more reps to onboard and support it. We wanted to continue to support our clients 24/7 – we looked overseas to fill that gap.
2. Why did you choose Telework PH among other options?
We already had connections through our operations department in Manila. Telework PH also has a good reputation for call center support. We were able to find highly qualified people at an affordable price and lower our budget significantly.
3. What were the significant results after working with Telework PH?
Our time to first response and resolution times decreased over time. We were able to maintain a minimal backlog year after year. More calls were being answered in a timely manner.
Software in IL
Data Entry
1. What was your reason for outsourcing?
We outsourced this project because we wanted to make sure we would have quality staffing that would be dedicated solely to making sure this project would be done to excellent satisfaction! We knew that if we were to pull resources from our internal team that the split of responsibilities would diminish the overall result! Thank you so much for helping us to successfully accomplish this!
2. Why did you choose Telework PH among other options?
We chose Telework PH because your agency came highly recommended from our Support Director and others within our company. Your staff had performed well in prior projects and was known for your work and attention to detail.
3. What were the significant results after working with Telework PH?
The significant results are that our company was able to provide a great service to our client base. As well as, it gave us a good measure and indicator that we were able to scale the project and can take our product to the next level. Lastly, this working relationship is one that will help us with next year's process. We now have a team who has gone through the entire workflow and can now offer suggestions and better practices too.
TeleworkPH Provides Unwavering Excellent Technical Support For Leading Sports Software Company
The Client
A Sports company in the SaaS business that offers a one-stop shop for all the needs of sports organizations of all sizes. These include software for league management, payment processing, recruiting, sports camps, media and sponsorship, fundraising, and performance solutions.
Background (The old business challenge and how we solved it)
TeleworkPH’s technical support team has been working with the client since their inception, along with the client's in-house and other outsourced support teams. In October 2017, the client started using Salesforce as their CRM to manage all of thier customers’ technical support needs, and with it the growth of both companies started. TeleworkPH's agents were then working from home, but in May 2018, a support operations center was established to provide a more stable environment in supporting our client's needs.
The client’s main focus when it comes to their customer support has always mainly been the overall satisfaction based on surveys, which are scored on a scale of 1 to 10 with 10 being the highest. The agreed upon target was an 8.0.
TeleworkPH has delivered by not only meeting that target, but by continuously raising the bar on meeting customer satisfaction.
*TeleworkPH has consistently been helping the client in raising the satisfaction level of their customers in terms of technical support.
The tasks included in garnering these scores from customers are:
- Phone and email communication with the customers
- Troubleshooting of reported issues
- In case of unsuccessful troubleshooting, escalating the issue to the client's development team
- Follow through on escalated issues and constantly updating the customers on the status of their request
How we did it
TeleworkPH gathered a team of highly-experienced and -qualified technical support agents from all over the country. Software training was provided by the client, and customer support practice and process training were provided in-house by TeleworkPH. This ensured that we had a team of individuals who specialized in both the software they were supporting and in professionally communicating with our client's customers.
We also laid down measures to ensure that the quality of service that we were providing to our client and their customers was top-notch. These included:
- Joint audits from the client and TWPH's team leads on the support tickets worked on by our agents
- Routine coaching and training sessions for agents are done by team leads and subject matter experts
- Management follow-ups with customers to get their input on areas of opportunity for the support team
- Regular meetings are held to keep the staff up-to-date with issues and developments
The 2020 business challenge (COVID-19)
In the wake of the COVID-19 pandemic the client and TeleworkPH, like all other businesses, faced unprecedented challenges. Sports events were cancelled due to stay-at-home orders in the United States, which stifled the sports software business.
Locally, TeleworkPH was also dealing with the effects of the pandemic, albeit in a different manner. We were facing the challenge of continuing to provide support to our client but agents will soon be forced to stay at home for their own safety.
The solution
It was apparent on March 2020 that TeleworkPH would have to adapt to the stay-at-home orders or cease all operations. With our commitment, we naturally chose the former.
Before the quarantine took effect, TeleworkPH's upper management team decided to let our agents take home their work computers provided that they have a stable internet connection at home. This was efficiently handled by the combined efforts of the IT and operations teams.
The end result: TeleworkPH experienced zero lag in providing the commitment we made with our client of providing technical support to their customers. It is a huge advantage to TeleworkPH that it actually started with a team of work-from-home agents, as this has provided its management team the right know-how on how to run operations in a remote setting.
The new normal
As of writing, the COVID-19 pandemic is still ongoing and things have not yet returned to the way they were. In terms of our business with our client, technical support has become only half of our jobs.
With sports events being cancelled all over the United States, our agents have gone from not only troubleshooting and providing technical support to customers, but also to processing refunds and cancelling scheduled events.
With great adaptability, we were able to adjust to the new tasks while still maintaining excellent customer satisfaction as shown in the graphic above.
How TeleworkPH is Acelerating Machine Learning Through High Accuracy Data Labeling and Classification Services
The Client
A company that caters to different machine learning processes like data labeling, data collection and data preprocessing for the development of Artificial Intelligence applications. This includes producing high quality data that will be used to build AI services and products like self-driving cars, drones, robots, AR/VR and retail.
The Requirement
The team must learn how to do APIs like sensor fusion, semantic segmentation, 2D bounding boxes, polygon, video, lines & splines annotation, data categorization, key points, named entity recognition and OCR transcription. These are done in a platform provided by the client.
Project Challenges
Data labeling is complex and sensitive. Each type of APIs has a different set of rules and requirements taking into account that the labeling should be done accurately. Working on different projects alternately is not an easy job to handle given the tasks requires a lot of attention and caution. Our goal is to deliver enough volume of tasks with 0% critical error. With these, selecting the right people with the appropriate skill to do the tasks is crucial to delivering high quality data.
The Solution
TeleworkPH has created a team with highly skilled and detail-oriented people which undergo different sets of training and support to ensure that only individuals with immense knowledge of the product will be part of the organization. The company has trained a few members of the team to lead and supervise the operation making sure that all client requirements will be met. We have built sets of internal procedures and policies in order to ensure that all issues and escalations will be handled smoothly and professionally.
Growth and Impact
TeleworkPH has started with 44 agents working for the 3D tasks only which eventually grew to as much as 450 agents in just a year mainly focusing on 2D tasks due to high demand. As of writing, we have done 380 projects composed of various types of APIs with 124.8 million tasks submitted.
Due to continuous projects coming in, in February 2019, TeleworkPH has collaborated with the client to establish an internal quality monitoring process, scoring system and train a support team to guide the production. Partnering with their queue managers, the company has managed to decrease the critical errors all the way down to 0% from 24% since we have started. This means high acceptance rate and low bad feedback from the customers.
The Result
TeleworkPH’s promising performance over the months has made us snatched priority and pilot projects which the team has managed to accomplish. This only shows that the team has gained the client’s trust and confidence on fully entrusting us projects that are vital to their relationship with the customers.
In February 2020, TeleworkPH became the sole BPO partner of the client. The company has always been commended for being driven and for tirelessly giving inputs on how to have a seamless process on monitoring the quality and performance of the agents. Our remarkable contribution to improving the system, the tools and the site has greatly impacted the development of Artificial Intelligence.
How Telework PH Ended Up Outdoing a Giant Company’s Digital Marketing Efforts
Background
The client is a dealer of DirecTV, a broadcast satellite provider located in California, US, and the company is a subsidiary of AT&T, the largest telecommunications company in the world.
The client didn’t have any background in digital marketing or any initiatives to boost sales at all. However, the dealer’s primary method of increasing sales is by doing traditional cold calling methods. The client reached out to Telework PH to scale this strategy and kickstart a digital marketing campaign to obtain massive sales.
Goal
The objective of this project was to increase sales conversion over the phone which happens the moment the customer provides his credit card information. The challenge now for Telework PH was to think of different ways to upsell and increase the client’s profit.
Strategy
Aside from doing the traditional cold calling approach, Telework PH thought of other strategic ways to help the client increase his profits. Telework PH then decided that a digital advertising campaign is the fastest and most effective way to reach the client’s potential customers. A PPC campaign is an immediate and direct way to boost profits.
Results
Throughout the scope of the project, Telework PH ran 8 campaigns on Google ads and 4 campaigns on
Facebook ads, and here are the results:
| Google Ads Data: November 2018-April 2019 | ||||
|---|---|---|---|---|
| Ad group | Clicks | Impressions | CTR | Conversion Rate |
| Broad | 983 | 37,050 | 2.65% | 30.11% |
| DirecTV Packages | 378 | 8,075 | 4.68% | 6.08% |
| DirecTV Deals | 15 | 832 | 1.80% | 13.33% |
| DirecTV Plans | 5 | 375 | 1.33% | 20.00% |
| DirecTV Offers | 3 | 335 | 0.90% | 0.00% |
| Apply | 0 | 31 | 0.00% | 0.00% |
| Subscription | 0 | 24 | 0.00% | 0.00% |
| Subscribe | 0 | 1 | 0.00% | 0.00% |
| 1,384 | 46,732 | 2.96% | 23.27% | |
| Facebook Ads Data: November 2018-April 2019 | ||
|---|---|---|
| Ad Name | Reach | Impressions |
| ChooseYourSatTV - Lead generation | 13023 | 16519 |
| ChooseyoursatTv - Lead generation - Carousel | 2668 | 3351 |
| Single Image - with State and City | 143 | 156 |
| Carousel - with State and City | 28 | 30 |
| 15,862 | 20,056 | |
In just 5 months, the campaigns on Google ads have already achieved a 23.27% conversion rate. That’s 1.5x higher than the industry norm. While for the Facebook ads, the campaigns have also gathered impressive results with 15,862 reaches and 20,056 impressions collectively.
During this time, Telework PH’s ad placements ended up directly competing against DirecTV’s own ad placements. This only goes to show that Telework PH was the only one that had been able to pull off a digital marketing campaign unlike no other.
The client was more than happy about the results of this project, because not only did his sales increased, but the digital marketing efforts by Telework PH ended up outcompeting the main digital marketing efforts of the DirecTV company.