Heroes in Business - Eric Mulvin, The Pac Biz Story Part 2

Episode Date: August 16, 2022

Eric and Jake wrap up the story of how Pac Biz started to grow. We talk about how Jake has been a part of that from call center agent to Operations and Account Manager in this episode of the Contact Center Cactus Chat.

Welcome to the Contact Center Cactus Chat Podcast. I'm your host Eric Malvin coming to you from sunny Phoenix, Arizona. And I'm your co-host Jay Kayang from Dumaguete City, Philippines. I'm a serial entrepreneur. Started my first business 10 years ago and six LLCs later I started PacBiz Contact Center Outsourcing in 2015. Today we have over 200 employees and growing. And I'm the operations manager here in PackFist and I've been working with Eric since 2014 and I grew as the company grew. So whether you're looking to outsource for the first time, whether you manage a contact center, or you're just looking to improve your customer experience, we'll be covering topics for you. So business managers, operations managers, business owners, this is for you. So make

sure to subscribe. Well, the last episode, we talked a little bit about mostly my story and what led to PacBiz. And we talked about that very first client. So today, we're going to talk about how we went from four employees in 2015 to over 200 today and a global not enterprise or empire but global operations you know uk canada the us we're working with companies in australia and so uh yeah and jake is representing the philippine side of the international uh international operations so from the very beginning like you know on my side here in the Philippines, there were just four of us. And, you know, we take calls for this company. And it was, you know, it was a simple job.

Like, all I need to worry about is, you know, not making mistakes. The names and, you know, the addresses of the people that were going to be doing the pickup for the taxi drivers so from that you know responsibility you know slowly you know there are things that are introduced like you know you need to take care of this and you know and additional people came along and you know who else would take care of them so it's us so there were the management part of you know the you know the role was slowly introduced to us and until you know it it arrived like you know

it's just one day I realized like like, I'm doing something else. It's a lot different than, you know, how it started. And, yeah, and right now we're over 200 people here in the Philippines. Yeah, and, you know, I love hearing your story on that side of it because, you know, you're talking about taking calls, you know, being on the front lines, answering the phones. And so you got that frontline experience and you've been able to move up in the company as the company grew. And I feel like it's a big part of Pactos.

We have these core values that if you guys keep listening to the show, you're going to hear a lot about family, respect, teamwork, compassion, and personal growth. And personal growth, we didn't uncover these core values until after COVID started. So we've been around for five years before we realized, wow, family is the most important thing to practice and compassion and teamwork, personal growth. But we lived it from day one. That's why Jake started taking calls for my own taxi company and then other taxi companies. And then he started managing those people taking calls for other taxi companies. But he knew what it took to improve himself, to get better and the work it takes and i feel like

that's so important in a call center when you have all these people that are professionals and careers and they've never answered the phone uh that has an impact on how you manage and how you interact with the clients uh jake you know today he he works with all of our clients in the UK. He's also, in addition to operations manager, he's also account manager. And so main point of contact for all those businesses. And I always tell everybody, like this guy is the best guy in the world to work with if you're a taxi business and you want to outsource because he knows the ins and outs of of the taxi business he knows the ins and outs of the call center jobs of the supervisor jobs of the manager job like he's worked all those levels and so he can go and talk to the supervisor when the agent's making mistakes and he knows exactly like this is what you need to do this is what you could do to help

fix it because he's been doing it for like third of his life a quarter of your life almost yeah some part of it like uh you know fixing uh fixing the you know technical issues here and uh sometimes i do some uh you know fixing personal uh personally like any problems can uh can be opened up uh like that's how we do here in in practice we're a family so yeah that is you know it's it's different you know it's you know people here close and it's you know this is how we run our business here so you know it could I can relate it to you know on how we work with the client. I know people here, everyone is worried about if they're not doing anything right. And that's something important.

And that's going to reflect on how the business would go. And not just here in practice, but for the company that we work for. And we make sure that we're doing it right. And I can see a lot of businesses who are improving. And we learned the important part of the taxi company, the businesses, how we provide good customer service and how we put all the details correctly. No shows and completed bookings are really on the right numbers. So that's how we do it. If you guys are a taxi company listening, you're probably like, wow, this guy, he knows the industry.

He's talking my language. And that's how we got our start, this taxi. But that wasn't all we did. Starting in 20, so we started 2015. 2016, we got our second client. We got referred out to another company that needed like 15 people. So we went from four people to 15. And I was actually, this is an interesting story.

Right before that happened, I was like, all right, I don't know what to do with this call center. I think I need to go back to school. And I was going to go back and get my MBA. And I went even, I went to business WP Carey, that's where I graduated from for my bachelor's. It's like, I'm going to get my, my master's. And I went to a night where they were introducing you to the staff and can tell you overview of the curriculum and you're bringing your family because, you know, that's going to be a big sacrifice for the family. So they want you to, you know, see what you're getting yourself into, meet some of the other people trying to go through that. And like the next week, you know, I find out that we got referred to another business and everything changed from there.

I never looked back. You know, we talk about personal growth and we talk about it from our staff, from, you, from our own perspective. Jake and I have grown a lot personally, but our clients too. That's a huge part of what we do here because almost every business that we've worked with from the beginning is still with us. Six, seven years ago, five years ago, four years ago, these guys are still with us. And we've been able to see them grow. We know they're growing because they're they're reaching out to Jake they're working with Jake adding staff and it and we grew to not only just offer more support to these businesses but also like the kind of businesses that we work with so

2017 we started working with e-commerce and we grew that. And over the years, actually, we recently become HIPAA compliant. And now we have actually several nurses working, taking calls for taxi companies. And with personal growth, we want to be able to offer work for those people in health care. And actually this summer, we're getting ready to start with our first business up in North Scottsdale. So I'm really excited about that because it's another expansion of where we were, the little taxi company and Jake and I taking calls for this taxi company to now we're a big part of businesses operations. So that's what we're all about here at PacBiz and the Contact Center Cactus Chat Podcast. We want to talk about strategies, talk about ways to help

outsource so that you can focus on why you started this business. It wasn't to start a contact center. That's our job. It's to run your business, to focus on your passions, whatever that industry is, who your customers are you're being distracted by your call center and so we could help with that and so again i'm eric malvin owner of pacbiz i'm jay kayang the operations manager here in the philippines yeah and thank you guys for listening uh to episode two of the contact center cactus chat podcast and we'll see you next week we'll be talking about hiring in episode three. Thank you guys for listening.

See you guys.