NEWS
  • Afternoon Tea & Talk on NPS

    Future Perfect is holding an exclusive afternoon tea at The Tower Club on the 30th of September in Manila to share insights from a newly released white paper we published into the skills that affect NPS and to discuss solutions that can enhance your performance in this metric. There are a limited number of spaces, so… READ

  • Breaking the CSAT Ceiling

    On average, a manager spends 93 days coaching each year. This is a huge resource of time, from both the coach and the agents. The ROI on the investment is often negligible, which raises the question: are we really getting the most out of this high impact development tool? And if not, why not? In… READ

  • Contact Center Communication Assessment: Myth vs. Fact

    Research shows that the skills needed to be a good call center agent are not the ones most commonly being tested in the industry. We do it the right way.

  • How to Recruit the Perfect Agent

    Language and communication assessments are par for the course for most onshore and offshore contact centers. However, in a highly competitive industry that is constantly seeking talent, the traditional assessments used for communication screening carry two enormous risks: 1) Excluding the best talent 2) Selecting poor communicators Our latest white paper looks at three ways… READ

Optimizing performance and cross-cultural collaboration through expert understanding of effective communication.

We provide contact center solutions founded on extensive research, application and analysis that focus on improving your business. Find out how today.


24 hour service. Call 1.800.763.4084
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WHAT WE DO.

Our Mission

Future Perfect is a communication advisory firm that optimizes performance and cross-cultural collaboration through expert understanding of English for Occupational Purposes. Our unrivaled products are based on rigorous research and authentic data – ensuring our insights are relevant to real world business needs.

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WHAT WE DO.

WHAT QUESTIONS CAN FUTURE PERFECT HELP YOU ANSWER?

  • How can I ensure that my global teams are collaborating effectively?

  • A:

    By understanding and applying the strategies that are at the cornerstones of successful virtual team management.

    VIEW VTM
  • How can I address the communication issues that are the most important for my global teams to understand?

  • A:

    By using tools that are proven through data and real cases to address your unique challenges.

    VIEW OUR SOLUTIONS
  • How can I understand and resolve the cultural communication differences that most impact my customers?

  • A:

    Through implementing a proven end-to-end solution that predicts customer metrics such as NPS, C-SAT and Resolution.

    VIEW BUPLAS SOLUTIONS
A:

By understanding and applying the strategies that are at the cornerstones of successful virtual team management.

VIEW VTM

By using tools that are proven through data and real cases to address your unique challenges.

VIEW OUR SOLUTIONS

Through implementing a proven end-to-end solution that predicts customer metrics such as NPS, C-SAT and Resolution.

VIEW BUPLAS SOLUTIONS
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WHAT WE DO.

THE CHALLENGE

Communication breakdowns happen every day in customer service, because of a variety of factors, such as language choices, misunderstandings, ineffective probing and poor relationship-building. By missing a customer’s cues and underlying meanings, customer service agents often fail to truly understand why a customer is calling or the root cause of the problem a customer is facing.

Communication is at the heart of what we do in a globalized world, with multinational corporations operating across geographies and cultures. Without the tools to communicate effectively, misunderstandings, loss of trust, misplaced expectations and unclear resolutions will continue to affect a company’s ability to expand globally.

THE CHALLENGE

Communication breakdowns happen every day in customer service, because of a variety of factors, such as language choices, misunderstandings, ineffective probing and poor relationship-building. By missing a customer’s cues and underlying meanings, customer service agents often fail to truly understand why a customer is calling or the root cause of the problem a customer is facing. Armed with insufficient details, agents will struggle to clearly explain to their own colleagues what is needed to answer a customer’s question. Unclear of the actual problem at hand, agents increase their average handling time by transferring calls to their colleagues in other departments who will not be able to help resolve the customer’s problem.

Customers hang up feeling dissatisfied and poor service is the most common reason for why they choose to stop doing business with a company.
Agents themselves are confused by the outcome of their calls. Not only does their performance suffer when communication breaks down, but this lack of understanding of how they can improve their key performance indicators leads to poor job motivation and to a higher chance of them leaving the company. Frustration when working in teams is particularly exacerbated when each member is not able to clearly articulate their objectives or adapt to different working styles and cultures, as they are increasing required to do in a globalized workplace.

Whether a team is effective, especially if they’re not co-located, will depend on their ability to communicate across cultures, to manage workflows and relationships and to leverage collaborative technology to its full advantage.
Communication is at the heart of what we do in a globalized world, with multinational corporations operating across geographies and cultures. Without the tools to communicate effectively, misunderstandings, loss of trust, misplaced expectations and unclear resolutions will continue to affect a company’s ability to expand globally. Frustration when working in teams is particularly exacerbated when each member is not able to clearly articulate their objectives or adapt to different working styles and cultures, as they are increasing required to do in a globalized workplace.

Whether a team is effective, especially if they’re not co-located, will depend on their ability to communicate across cultures, to manage workflows and relationships and to leverage collaborative technology to its full advantage.

Armed with insufficient details, agents will struggle to clearly explain to their own colleagues what is needed to answer a customer’s question.

Unclear of the actual problem at hand, agents increase their average handling time by transferring calls to their colleagues in other departments who will not be able to help resolve the customer’s problem.

Customers hang up feeling dissatisfied and poor service is the most common reason for why they choose to stop doing business with a company.

Agents themselves are confused by the outcome of their calls. Not only does their performance suffer when communication breaks down, but this lack of understanding of how they can improve their key performance indicators leads to poor job motivation and to a higher chance of them leaving the company.

Frustration when working in teams is particularly exacerbated when each member is not able to clearly articulate their objectives or adapt to different working styles and cultures, as they are increasing required to do in a globalized workplace.

Whether a team is effective, especially if they’re not co-located, will depend on their ability to communicate across cultures, to manage workflows and relationships and to leverage collaborative technology to its full advantage.

Communication is at the heart of what we do in a globalized world, with multinational corporations operating across geographies and cultures. Without the tools to communicate effectively, misunderstandings, loss of trust, misplaced expectations and unclear resolutions will continue to affect a company’s ability to expand globally.

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WHAT WE DO.

SOLUTION

CONTACT CENTER
MULTINATIONAL COMPANIES

CONTACT CENTER INDUSTRY

BUPLAS

Business Performance Language Assessment System

ONLINE DASHBOARD

Monitor your team’s performance and receive actionable insights through our secure, cloud-based management tool.

RECRUITMENT

Hire the right people at the right time with easy-to-implement assessments and benchmarking.

TRAINING

Train your team for skills your customer expects, using a custom curriculum that links recruitment and operations.

OPERATIONS

Ensure your coaches quickly achieve sustainable KPI improvement, while helping to improve attrition and productivity.

E-LEARNING

Support your team’s development with e-learning options that advance and reinforce their learning pathway.

VIEW RESULTS
VISIT BUPLAS
BACK TO SOLUTIONS

WHAT HAVE THE RESULTS BEEN?

MULTINATIONALS

VIRTUAL TEAM MANAGEMENT (VTM)

Behavior Management
Technology Management
Intercultural Management

Behavior Management

We show you the challenges unique to remote management and to your company culture in particular. Based on a needs analysis, we provide your leaders practical tools to adapt their behavior for effective virtual leadership. These methods allow you to interpret your team’s behavior, provide structure and clarity for roles and responsibilities, and build trust to enhance performance.

BACK TO SOLUTIONS

Technology Management

Based on our extensive experience, we can identify the technologies that are best suited to your virtual teams. We show you how technology choices affect collaboration, performance feedback and openness within a team, thus helping your leaders make smarter choices. This ranges from the use of interactive communication tools to collaborative workspaces, which encourage knowledge sharing.

BACK TO SOLUTIONS

Intercultural Management

We provide insight into the cross-cultural and communication issues that impact productivity and team building, by analyzing relevant information from teams. Based on extensive industry research and application, our tools and methodology enable leaders to manage conflict, to resolve differing perceptions of authority and to leverage varying working styles in culturally diverse teams.

BACK TO SOLUTIONS
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WHAT WE DO.

OUR REACH

Countries where our solutions have helped clients raise their performance through better communication.

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WHO WE ARE.

Our team consists of introverts, extroverts, right brains, and left brains working hard to seek unexplored opportunities to improve performance. This is who we are.

OUR EXPERTS
OUR LEADERSHIP TEAM
Our Experts
Our Leadership Team

Our Experts

We hold ourselves to the highest standards to ensure that we deliver quality advice and solutions.

Our Experts are highly qualified professionals, who apply their expertise, as well as the latest findings in research and case studies to addressing the complex issues of communication in the workplace.

Our Leadership Team

We’re committed to working alongside our clients, to making their challenges our own.

Our Leadership Team maintains a close partnership with our key stakeholders. We aim for seamlessness, so that our solutions are easily integrated into their business, leveraging existing resources to quickly and efficiently improve their KPIs.

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Showcase

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GET IN TOUCH.

Contact us today to start improving your business through better communication.

24 hour service. Call 1.800.763.4084