Being responsive and flexible are key values for us. We want to have a deep understanding of our client goals, timing, key metrics in order to deliver successful programs. We flex to adapt to our clients’ needs and we are flexible to adapt to our client processes, KPIs and systems.
We believe in the power of partnership. Our partnership in multichannel services delivers strong results and long-term partner relationships. Our average client-vendor relationship is 8 years long; well above the industry average and a strong sign of our commitment to our partners.
Our operational model as well as our processes and procedures are aligned with COPC Customer Experience (CX) Standard. Based on COPC guidelines, we measure the operation’s performance using a model to identify and score the critical and non-critical errors. We leverage a Cloud-based monitoring system to review them and design appropriate action plans to ensure continuous improvement.
Our recruitment process follows a high standard SLA (Service-level agreement) model, delivering compliance with key KPIs such as Punctuality, Rotation and Effectiveness of training. We continuously monitor KPI’s to correct any deviation and guarantee the quality of agreed-on service levels.
The training process consists of a hybrid between classroom training and OJT (On the job training). The training effectiveness is evaluated across different stages of the process to ensure service quality.
Our IT team guarantees high level of information security and personal data protection policies; ensuring the highest standards of security and privacy for our clients. Our clients continuously carried out rigorous Compliance, Information Security and Data Protection audits, and we always score above expectations.
All our systems are cloud-based helping us to reduce costs, minimize falls, and accelerate project roll outs.
Efficiency is one of our main competitive advantages. We offer a very high quality of service at a low cost. That is the formula that has consistently positioned us as industry leaders.
We offer end-to-end outsourcing services as a Spanish and English contact center. Our solution entails a comprehensive set of services to make sure we deliver against our clients’ business goals. Our flexible yet standardized approach makes it easy to replicate the quality standards across different industries.
We offer our clients the possibility to sell their products in an agile and efficient way driving short-term and long-term results at a low customer acquisition cost.
This service offering includes the design of the sales framework, scripts, training programs, back office, fulfillment and database intelligence.
The level of talent and professionalism of our people, as well as the high-standard of processes and systems guarantee the highest level of service quality and effectiveness for our customer service offering.
We offer our clients the possibility to interact with potential clients, prospects and customers through different channels, chat, voice, email, etc.
Contact Center Operator
We are always looking for people interested in joining a great team and learn from an industry leader. If you are passionate about sales and customer service, apply in the link below.