Exciting News at Logix: Meet Chris Mackintosh, Our New COO!

Things are moving fast here at Logix!  We’re thrilled to be growing so quickly, and with all these new clients, we knew it was time to bring in some extra help. That’s why we’re excited to introduce our new Chief Operating Officer, Chris Mackintosh!

Chris is going to be a major player in making sure we continue to deliver the best possible service to our customers. We’ve already had a chance to chat with him, and we’re impressed! But we want you to get to know him too. We’ve asked Chris a few questions—some about his background and some about his thoughts on outsourcing.

Welcome, Chris!

1. Tell us a little about yourself.

Hi, my name is Chris Mackintosh. I like being called Chris, not “boss” or “sir.”

I’ve been married to a Filipina for 13 years, and we have a little boy together, who is 5. I’ve also adopted two other boys, now aged 15 and 23. The 23-year-old has a 4-year-old daughter, which makes me the “G-word,” or “L-word” here in the Philippines! I also have two grown-up daughters in the UK.

I’m also an incredibly energetic person—so much so that people who work with me always ask, “Do you ever sleep?” A lot of my clients often note that they will get an answer from me instantly, no matter the time of day or night. 

Anthony Godley [Logix’s very own CEO] calls me a machine, and I’ve even been called a vampire by several clients.

I’m just glad I’m not called anything bad!

2. Why, after working and living all over the world, do you choose to live in the Philippines?

I came to the Philippines 19 years ago and haven’t looked back since. I found the best voices, crazy-good enthusiasm, and fun people to work with day after day. The people here are also driven to achieve, so it’s a no-brainer to stay. My passion for the country and its people, especially in the BPO sector, has only grown over the years, and I love spreading the word to the world about this incredible place. 

3. How long were you in the business process outsourcing (BPO) industry?

I’ve been in the BPO industry for 30 years! I’ve lived in and managed sites in several countries, including the Philippines, UK, India, USA, South America, GCC, UAE, South Africa, Kenya, Ghana, Rwanda, Ethiopia, Thailand, Vietnam, Australia, and Nepal.

I’ve managed many business verticals and processes within the airlines, travel, mobile, telecoms, satellite, demand-paid TV, broadband, online retail, healthcare, insurance, medical, banking, financial, collections, energy, iGaming, betting, digital apps, and food delivery sectors.

I’m proud to say I’ve meticulously improved the quality and service levels of all my clients, bringing high-end solutions to help them scale and grow as well as build and enhance their customers’ best experiences in receiving and achieving a “world-class service entity.”

I’m considered an operations guru more than anything by well-known industry leaders and peers, although I do love working and partnering with clients.

I’ve been the go-to person for building true global BPO companies and have enjoyed this immensely. I have done this mostly in the Philippines, as I truly believe in the power of both Filipino voice and mind quality above anywhere else in the world.  

I have always made a difference in the companies I ran or worked with, whether by increasing their FTE (full-time employees), client logos, or delivering consistent performance and overachieving.  

Throughout my career, I have been headhunted several times to turn around poor-performing centers and for my knowledge of various countries, people, and processes.  

Prior to BPO, I was involved in pioneering what is now deemed the first real call (now contact) center in the UK in 1987. This change was achieved through restructuring and centralizing processes, bringing together one great site on power dialing as opposed to several small offices using manual dial and handheld sets.

4. Why did you decide to join Logix?

The CEO, Anthony Godley, has great qualities—he’s so easy to like and admire. He is driven, honest, committed, and honestly, so much fun to be around. I’m a driven person, fueled by success and a desire to achieve. Not many people can raise me to another level because I’m already there, but he has managed to do it.

I also met the people at Logix who are equally driven, fun, and committed. I genuinely feel great every day with my life and role at Logix. Anthony truly cares about doing right by his staff and clients, and it’s the perfect winning formula.

At my stage in life and with my experience, I know that Logix BPO is my “end of the line.” My focus is to build, secure, and ensure our clients are happy and achieve the best results and performance. I intend to remain at the top of my game as the renowned global operations guru in the BPO industry [here at Logix].

5. How’s everybody in Logix treating you so far?

Very well indeed, but they are Filipino—what else do you expect? [laughs] Plus, I have met some of the clients, and they seem really great. It’s obvious they love Logix BPO because we’re doing a fantastic job. 

6. What are your plans and visions as the new COO of Logix?

I want to build Logix into a global BPO practice with multi-site and multi-geo offerings. 

My vision for Logix is to be recognized as a world-class entity. I want to double our size by the end of 2024 and reach 4,000 seats by 2026. Currently, we’re sitting at 900 seats.

7. How are client expectations changing, and how should Logix adapt to meet these demands?

Many clients [looking to outsource], having been used to an Indian offering primarily, are now enjoying the fact that the Philippines is delivering the best quality. 

However, they have been tempted by lower prices in Africa—but this is short-lived, as prices there are rising while quality is quickly declining, in my experience. 

Meanwhile, the Philippines, particularly Cebu, continues to improve, with pricing remaining stable. Additionally, new provinces in the Philippines are also emerging as strong contenders.

Logix will stay true to its core strength: providing our clients with the quality services they deserve at a price that makes sense.

8. What are some of the biggest challenges you think Logix is currently facing, and how can they be overcome? 

The biggest challenge is getting our profile and message out to the world and showing just how good we are. When we’ve been tried and tested, that’s where the proof aligns. 

In global BPO, there are always different challenges. It’s about keeping both clients and staff happy, which is a constant plate-spinning exercise and a typical day in BPO.

The positive side is [Logix] will have the knowledge and expertise to stay ahead of evolving technology and people development.

9. Where do you see the biggest opportunities for growth for Logix? 

We’ll bring in new clients, partners, and process diversity. Logix can work with clients that know me and have worked with me before. 

We will also focus on developing more BPO processes than RPO. While doing this, we’ll also add training and staff utilization processes, such as sandboxes, to our RPO offering. 

For example, we have clients with seasonal work, and when that work finishes, we will have high-quality trained employees whom we can outsource to other organizations. This allows Logix to become a training and grad hub for the local industry.

10. How is the integration of AI and automation reshaping the BPO industry?

Slowly but surely [with AI], certain landscapes have changed, like in back-office operations and speech/accent recognition as well as with chatbots. 

However, the industry hasn’t seen major benefits in terms of improved FCR (first contact resolution) or a significant increase in successfully handled chats. Consumers have become more frustrated dealing with non-humans, and instead of reducing traffic to human operatives, it hasn’t made much difference.

The added problem is that there are still too many moving parts [in AI], with companies only offering partial solutions. The best improvements I’ve seen are in aiding human activity in back-office functions, such as faster form fills or calculations. 

Regarding speech, there are some good examples of accent definition, but this still involves the agent talking, with their words being processed through AI. This might be an unnecessary cost, especially in places like the Philippines, where the voice and accent are already perfect for English, so it’s an inefficient investment.

11. What advice would you give to businesses looking to outsource their processes in the near future, especially those favoring using AI?

It’s important to really research and start with small tests. Companies should also consider their customers and whether this is the right solution to keep their clients happy or if it will compound more frustration and increase DSAT levels.

Experience the Logix Difference with Us Today!

We’re thrilled to have Chris on board, and we can’t wait to see the legendary things he’ll help Logix achieve. 

Have questions for our new COO or about Logix’s services? Don’t hesitate to reach out!  You can contact Chris directly at chris.m@logixbpo.com or learn more about how we can help your business by filling out our contact form today.