Everise, a next-generation outsourced customer experience firm, announced 29% domestic revenue growth during the first half of 2020, resulting in projected annual US revenue of $275 million to $300 million, driven primarily by expansion in the healthcare and technology sectors. To service new and forecasted growth, Everise is actively recruiting 4,500 full-time, home-based customer and product support agents across the US — a doubling of its domestic headcount.
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The US unemployment rate reached an all-time high of 14.7% in April 2020 and remained above 10% in July. According to Everise President Dave Palmer, business process outsourcers (BPOs), hardest hit by the pandemic were those unable to transition smoothly to work at home, while those already optimized for remote work were well positioned to grow.
“Everise’s investments in cloud-based technologies made the transition to remote work a smooth and secure one,” said Palmer. “Since 2018, we have dedicated millions to developing talent, tools, infrastructure, IT support, and security practices that allowed us to keep our employees safe and clients consistently supported in the face of sudden crisis.”
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In March 2020, the Everise workforce transformed from 10% to over 90% home-based in just over two weeks, without any reduction in service levels.
The company adopted highly effective yet entirely remote methods of recruiting, hiring, onboarding and training. Artificial intelligence-powered chatbots guide candidates through the onboarding process, while remote collaboration technologies deliver real time, high-touch training without new employees ever meeting either coworkers or supervisors in person.
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