GlowTouch Also Named a Finalist for BPO of the Year
LOUISVILLE, KY USA (June 21, 2022) – Vidya Ravichandran, the CEO and Founder of GlowTouch LLC, a global Business Process Outsourcing (BPO) services provider based in Louisville, KY, became one of the newest members of the CCWomen Hall of Fame during the Customer Contact Week Summit in Las Vegas. Ravichandran was one of two female BPO executives honored during a gala celebration on June 21, 2022.
Under Ravichandran’s leadership, GlowTouch has grown from a modest business with a single contact center location into a global enterprise with thousands of employees spread across eight sites in four countries. Her Hall of Fame recognition, along with the nomination for BPO of the Year, came during a run of unprecedented growth in the company’s history, a trend that began in late 2020 and has resulted in dozens of new clients being added along with the opening of five new contact centers.
“I am deeply honored by this award; it is truly humbling to be recognized by one’s peers in this fashion,” said Ravichandran.
“When we began operations 20 years ago, we were confident that the business plan was sound and that there would be an opportunity to be successful. But there was no talk about anything like this; we were just focusing on getting that first client and then the next one and so forth.”
The hall of fame selection comes amid a remarkable run that has seen GlowTouch earn citations for excellence in customer service and sales, its commitment to impact sourcing that benefits underserved populations, and its response to Covid-19. Ironically, the pandemic signaled the beginning of a growth cycle that continues today. As restrictions on individual movement pushed more business traffic online, there was a corresponding increase in the demand for quality customer service, and new clients joined the GlowTouch fold while several existing clients expanded their programs.
In the past 20 months, the company has opened new onshore locations in San Antonio and Miami, established a nearshore presence in the Dominican Republic, and expanded its offshore reach with additional locations in Mysore, India, and Pasig City, Philippines. This, of course, resulted in revenue growth but just as important to Ravichandran were the opportunities for personal growth that ensued.
“As existing programs grew and new clients signed on, we were able to promote people from within, giving people who had excelled as agents the chance to take on leadership roles,” says Ravichandran. “Our leadership team has adapted, too, with people taking on greater responsibility and through the additional expertise we brought in from outside. This has been a challenging period, and it is so gratifying to see people respond when given the chance to shine.”
