B2B and Acquire Partnership Insights

B2B, an Australian telecommunications aggregator, services numerous ISPs across Australia. They decided to offshore operations to Acquire in Manila for better facilities and talent. Starting with eight employees in 2017, they now have 40 across five business lines. The partnership has led to significant operational improvements, reducing service times and enhancing customer satisfaction. B2B emphasizes integration between Melbourne and Manila offices, focusing on training and process improvement to enhance customer experience.

What is the primary role of B2B in the telecommunications industry?

• Providing internet services to end-users

• Manufacturing telecom equipment

• Developing mobile applications

• Aggregating telecommunications services

Why did B2B decide to offshore their operations?

• To comply with government regulations

• To focus on local market expansion

• To access world-class facilities and technologies

• To reduce costs significantly

When did the B2B and Acquire partnership begin?

• January 2016

• March 2018

• April 2019

• February 2017

What was one of the key improvements in B2B's operations after partnering with Acquire?

• Increased marketing budget

• Reduced customer base

• Faster service qualification times

• Higher employee turnover

How did B2B's customer satisfaction results change after implementing the quality analyst team?

• They improved monthly

• They decreased slightly

• They fluctuated unpredictably

• They remained the same

What impressed B2B the most about Acquire's recruitment team?

• Their ability to reduce costs

• Their innovative marketing strategies

• Their focus on local talent

• Their ability to attract experienced staff

What is B2B's belief regarding training in Australia and Manila?

• Training should be different in each location

• Training in Australia is superior

• Training can be equally effective in both locations

• Training is unnecessary in Manila

How does B2B ensure integration between their Melbourne and Manila offices?

• By maintaining separate operational processes

• By focusing solely on digital communication

• By using conference facilities and regular visits

• By sending team leads from Manila to Melbourne

What mindset does B2B avoid when setting up their teams?

• Focusing on customer satisfaction

• Encouraging innovation

• Following strict processes only

• Promoting team collaboration

What has B2B learned from their partnership with Acquire?

• Offshore campaigns are limited in scope

• Great people and processes make anything possible

• Local operations are always more effective

• Offshore campaigns are too risky