A Look Back and the Road Ahead
PRESS RELEASE FEBRUARY 15, 2022, 09:00 EDT
Louisville, KY — GlowTouch LLC, a global Business Process Outsourcing (BPO) services provider based in Louisville, KY, is celebrating its 20th year in business this month. From its inception, GlowTouch has grown into a global enterprise with seven contact center locations and thousands of agents who support clients in varying industries worldwide while cultivating its brand as The Uncommon BPOTM.
“It has been a remarkable journey from the company we were to the organization that we are becoming,” said Vidya Ravichandran, President and Founder of GlowTouch. “There has been an evolution from an owner-led business to one where leadership and responsibility are more distributed, and it has been a thrill to see people take advantage of opportunities and discover their best selves.”
GlowTouch was launched as a software development company, and that continues today. Having people with such a high level of technical proficiency is among the uncommon factors that have shaped the business. Contact center outsourcing services were natural to offer as reliance on tech systems grew, and with that, the need for high-quality service and support became more pronounced.
The value of customer care is now entirely at the forefront, turning support from an operational cost into a business strategy that promotes customer retention and can increase revenue. This trend of emphasizing quality support accelerated when the pandemic and its associated restrictions hit, and online activity jumped dramatically. Since the onset of the pandemic, GlowTouch has added over a dozen new clients and opened new locations onshore, nearshore, and offshore.
“We have seen several things evolve in this industry. One is how the dynamic between businesses and customers has tilted in favor of the consumer,” said Ravichandran. “It’s why service has become so critical; retention is far more cost-effective than new customer acquisition. Second, the perception of outsourcing has shifted, gaining tactical value as businesses focus their primary energy on core products while taking on subject matter experts for other functions, including customer care.”
Along with its business growth, GlowTouch operates the GT Foundation as the conduit for reaching into the communities where the company is located. Recent initiatives include the purchase of ICU beds for a community hospital and the introduction of targeted impact sourcing programs. One such program has led to the hiring of remote workers from some of the most economically challenged counties in the US. Another program, SALUTE, addresses the career disruptions faced by military dependents due to frequent relocations through positions that are portable.
Among the Foundation’s ongoing initiatives are a school, a mega-kitchen, a STEM-based mentoring and entrepreneurship program, and more. The company has been recognized here and abroad for its growth, exports, and philanthropy, and anticipates the opening of new locations in the years ahead.
