A Note from OnQ's President, Tom Mathews
It is hard to believe another quarter is behind us. As we continue to grow and build OnQ, each quarter brings new benchmarks, challenges, decisions and celebrations. OnQ has been, and always will be, differentiated by our commitment to uncompromising quality. During Q3, OnQ continued to focus on delivering high quality agents and associates to meet the market demand without sacrificing quality. Kudos to the training team for increasing the number of new resources joining OnQ while continuing to focus on the quality our clients expect from their respective teams.
On Corporate Culture... At a certain point in any company's growth spectrum, it becomes challenging for owners and managers to be the sole promoters and cheerleaders of a company's culture and values. It is like raising a child... there comes a time you must let go and trust you have raised them to make good decisions with high ethical and moral standards. Writing this from the Santiago office, I am so pleased to see our core values on the walls, in every workstation, and referenced in employee-to-employee discussions:
Commitment to Quality,
Exceptional Work Ethic,
Open Communication and
Sense of Urgency.
Client Survey - Thank you to our clients who took the time to complete the Client Survey. It is worth noting that over 90% of our clients are meeting or exceeding their production goals and 90% of our clients named OnQ as their "Most Trusted Global Partner". 100% rated OnQ's quality as Good, Great or Excellent and 100% of our clients would recommend us to a friend. There were also some suggestions for improvement that we are taking to heart. We appreciate the feedback. Rest assured we will continue to strive to get better.
Market Observations... Trish and I attended HBMA and RBMA during the third quarter. It was wonderful to spend time with existing customers and meet prospective customers. I spoke with many business leaders familiar with outsourcing and several who are considering it. The top three issues in their considerations remain: Quality (which includes employee attrition), price and proximity (convenience and stability). Consumers of outsourcing are highly thoughtful in measuring the actual financial benefit recognizing savings can quickly evaporate if all of the work must be QA'ed back in the States or they are having to reinvest in training due to high attrition numbers.
OnQ University... If you ever want to get a look at the DNA of our company, OnQ U is the place to do it.
110 employees showed up on a Saturday in August to continue to learn, grow, share and improve by attending classes taught by Managers and Supervisors who were hired as agents less than three years ago and are highly competent subject matter experts today. It is a great thing to see in action.
As always, a note of thanks to our clients... our partners... without whom none of this is possible. Thank you!