Name of Organization/Company: Enshored, Long Beach, CA USA
Category: Employer of the Year - Other Industries
Launched in 2014 by Ian Jackson and Jeff Bauer, Enshored puts principles ahead of profits with a distinctive Empowerment Framework designed to move low-paid overseas workers out of poverty and into financial security, supporting economic development.
A ‘small giant’ in the BPO world, Enshored powers the growth of disruptive startups, including Paddle and Peloton RPM, with tailored outsourcing solutions. Headquartered in Long Beach, California, Enshored operates from locations in the Philippines, Portugal and Malaysia.
In 2016, the tragic loss of co-founder Jeff Bauer at the age of 39 left Ian and the team of 60 in shock. Ian had to pick up, reassure the team and move forward. As a self-funded company it was tough, but Enshored had a good reputation - and grit. They made operational improvements, bolstered a diverse leadership team and held their nerve.
Today, with a growth rate of 733%, a workforce of 1000+ employees, Enshored is the Financial Times 106th fastest-growing company in the Americas and recognised on the annual Inc. 5000 list for the second year running. Ranked top 5% for employee engagement, with a culture score of 4.9/5 on Comparably, Enshored truly lives their ‘Values Matter, Principles Matter, People Matter’ ethos.
At Enshored we believe that when our people thrive, our clients thrive too, and that when we all thrive, the world becomes a better place. This philosophy has directly contributed to Enshored achieving top 5% for employee engagement, eNPS of 80 and culture score of 4.9/5 on Comparably.
Relaunched our ‘Powering Growth’ brand in May 2021, uniting behind our belief that ‘Values Matter, Principles Matter, People Matter’.
Created a dedicated Empowerment Department, bringing together people (learning and training), process excellence and data science.
Grown to 1000+ employees.
Contributed over $100k to support pandemic and disaster relief in our developing world locations this year alone.
We believe teams can’t operate at peak performance if they are concerned with basic survival needs. In the face of Covid-19, we have:
Worked with local governments to ensure our people receive their Covid-19 vaccines as early as possible.
Paid a Covid-based bonus 6x higher than many of the largest BPO operators
Launched a medical relief fund for employees whose households have been affected.
Declined the Filipino government’s offer to introduce a 10% pay cut across the board.
Supported badly hit clients with short-term Covid rate reductions.
Kept positions open for all Enshored employees where their performance was at or above average, and whose clients were impacted - unlike many of our peers.
Our approach has contributed towards moving low-paid overseas workers out of poverty and into financial security, supporting economic development in their developing world locations. We’re in this for the long-term.
Our unique Empowerment Framework and new ‘Powering Growth’ brand underpin our mission to support economies, individuals and our clients.
Impact on people:
In emerging economies like the Philippines, the BPO industry plays a key role in moving people out of poverty through employment. Enshored leads the way:
Poverty Mobility: Our entry-level jobs pay 10x above the poverty line and we are working towards 20x.
Benefits: All 1000+ employees (known as ‘Heroes’) qualify for a rent-to-own laptop scheme (unique to Enshored to support homeschooling and professional education), and company emergency loans. Many have no-one else to turn to.
Talent and Recruitment: Unlike others, we recruit people who are a ‘Swiss army knife’ for our culture of learning and accountability. 83% of employees agree they would recommend working at Enshored to a friend.
Education: Supporting educational technology skills programs for young people and women in our communities.
Attrition: At just 22.81% in 2020, attrition is around a quarter of that of our peers.
Impact on clients:
Good work pays off. 40% of our clients (from social media, eCommerce, FinTech, to consumer goods manufacturing) come from referrals.
UK-based meta SaaS provider, Paddle gained an extension to their customer support team aligned to their values. Our team in Manila were trained to expert-level in 4 weeks, moving from 8-hour to 24-hour support seamlessly during the pandemic with below-average team attrition.
It has successfully enabled Paddle to grow by over 533% year-on-year whilst driving up customer satisfaction from 82% to consistently over 95%.
The attached appendix provides the following evidence:
A People-First Approach: Evidence from website Comparably on Enshored’s scoring, achieving top 5% for employee engagement, eNPS of 80 and a culture score of 4.9/5.
Employee Feedback: A snapshot of over 2,800 verbatim comments submitted anonymously on Comparably: “Results are valued, but not at the expense of a person’s wellbeing”.
Our Leadership Team: Built on diversity. CEO Monthly recently named Ian Jackson “Most Influential CEO in California 2021”.
Our Unique Empowerment Framework: Demonstrating we put our profits behind our principles.
Our Guiding Philosophy: Based on Maslow’s Hierarchy of Needs (before an individual can achieve their full potential, their primary needs must be met) and Aristotle’s Eudaimonia (the concept that the closer we are to our authentic selves, the more we contribute to the world).
Our Mission, Our Vision and Our Values: Support our belief that when our people thrive, our clients thrive too and that when we all thrive, the world becomes a better place.
Company Values Aligned: Clients like Paddle chose Enshored for their unique Empowerment approach, which meant uninterrupted support during the Covid-19 pandemic, high-level results achieved and below-average attrition. We invest in people as people - not as numbers.
Supporting Document: https://vo-general.s3.amazonaws.com/a1ab4161-9c30-4e28-88fc-d6ad384e3fe2/4cb63ed1-c93e-4506-af76-ed60e5e39a2e?AWSAccessKeyId=AKIAJ4PRWO26HAX3IOCA&Expires=1720301916&response-content-disposition=inline%3B%20filename%3D%22Enshored%20Employer%20Of%20The%20Year%20-%20Stevie%20Awards%20-%20Appendix.pdf%22&response-content-type=application%2Fpdf&Signature=8Len3eO0LamXRBrk6DxFn%2F8I7J8%3D