Financial Services
Technology
Philippines
"As someone who grew up in rural Philippines, I know that talent is not just found in the cities. We aspire to provide opportunities to the best possible candidates, whether they are based in Manila or the Luzon rainforest. Alibaba Cloud's EDS solution frees us to tap into talent that was previously inaccessible, then deploy them faster. This enables us to scale S.P. Madrid’s operations seamlessly as we continue to grow, and simultaneously reduce our infrastructure costs.”
Ian Madrid
CEO of S.P. Madrid
About S.P. Madrid
Founded 16 years ago with a team of four, S.P. Madrid now employs over 2,000 people across the Philippines and Singapore, with an ambition to grow to 10,000 employees worldwide.
By embracing Alibaba Cloud’s cutting-edge cloud computing technologies, S.P. Madrid has maintained world-class standards in security, compliance, and service quality, propelling it from a startup to a world-leading business.
Working with Materia Logic to implement Alibaba Cloud's Elastic Desktop Service (EDS) on a hybrid architecture, S.P. Madrid has accelerated the speed and efficiency of training and onboarding for its rapidly growing team, while maintaining agent performance across the organization.
Challenges
To fuel sustainable growth, S.P. Madrid needed to embrace cutting-edge technologies to remain agile and maintain high standards of professionalism and compliance. Office space limitations, lengthy training and onboarding processes, and legacy operations were just some of the challenges the company faced in pursuit of its mission to revolutionize the BPO industry.
Centralized training spaces could no longer keep up with the demand for rapid agent growth in line with the established training program. Additionally, resource allocation for managing multiple desktop setups and office-based IT infrastructure impacted training efficiency and operational costs.
As a result, it became essential for S.P. Madrid to upgrade its infrastructure from physical to virtual systems and undergo a digital transformation.
Why Alibaba Cloud
S.P. Madrid turned to Alibaba Cloud to reinvent the way training, onboarding, and agent monitoring operated. The goal was to enable remote operations while maintaining world-class compliance, security, and service quality. As most of S.P. Madrid’s computing resources were on-premise for security purposes, there was a golden opportunity to embrace the flexibility that the cloud could offer and pioneer meaningful operational change.
Alibaba Cloud's Elastic Desktop Service (EDS) was exactly what S.P. Madrid needed. This innovative solution provided all the operational flexibility, scalability and cost-efficiency features required to enable S.P. Madrid expand a well-trained workforce beyond the physical walls of its offices. Its secure cloud-based Desktop-as-a-Service (DaaS) solution enabled quick and convenient creation and deployment, as well as centralized management and operation and maintenance (O&M).
S.P. Madrid was also able to integrate its proprietary AI models using Alibaba Cloud's infrastructure, opening up opportunities to enhance its business with AI.
Architecture
S.P. Madrid opted for a hybrid approach to its IT infrastructure, combining the scalability and flexibility of the cloud with the control and regulatory compliance of on-premise components.
A secure network connection was established between on-premise infrastructure and multiple Alibaba Cloud regions to ensure all data remained under S.P. Madrid's control, met compliance standards, and adhered to industry regulations. Exhaustive latency tests were carried out to ensure seamless connectivity across all regions and critical applications. In addition, a dynamic cost-management system was implemented to reduce maintenance resource spend and optimize the cost of implementing EDS.
S.P. Madrid’s own Assessmate AI program was then integrated with the EDS as part of the organization’s training platform, specifically designed to assess and monitor agents’ voice-based role-playing and critical thinking exercises using listening AI and Automatic Speech Recognition (ASR).
Key Results
By implementing Alibaba Cloud’s EDS, S.P. Madrid transformed its agent training program into a streamlined and highly efficient remote process, while maintaining full control over the environment and improving process efficiency, accessibility, and productivity.
The built-in security of EDS ensured that S.P. Madrid maintained world-class standards in security and compliance through advanced encryption and features that protected sensitive data when used in voice training simulations.
Automatic Speech Recognition (ASR) support enabled the granular tracking of micro-skills and performance metrics, allowing for personalized feedback in real-time during the 300 hours of speaking exercises necessary for each agent’s training. This allowed S.P. Madrid to reduce its training time by 80%, bringing it down to just 1.5 months, while maintaining its high standards of service quality and embodying its mission to lead the BPO industry.
Transferring the training infrastructure to Alibaba Cloud's EDS reduced the need for on-premise infrastructure, embracing the cost-saving scalability of the cloud by only paying for the resources it used.
Looking Forward
S.P. Madrid will continue to experiment with AI and cloud technologies as it leads innovation in the BPO industry. The efficiencies supported by Alibaba Cloud and Materia Logic have not only shown that staff training and onboarding can be virtualized, but also that it can be done without compromising security, compliance, or service quality.
As S.P. Madrid continues to expand, Alibaba Cloud remains ready to support and empower this industry leader on its journey towards 10,000 employees. It does so while spearheading the gold standard for the global collections industry through cloud innovation and partnerships.
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Snapshot
By utilizing Alibaba Cloud's Elastic Desktop Service (EDS), S.P. Madrid revolutionized its agent training and onboarding process, reducing training time by 80% and enhancing efficiency and compliance, all while maintaining high security standards and supporting its global expansion ambitions.
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