We offer traditional inbound and outbound call-center outsourcing services (customer service, telemarketing, telesales, lead generation, order processing and others) in English, Spanish, and Portuguese languages to allow our clients the flexibility of serving their traditional English speaking markets while taking advantage of the rapidly evolving new markets in the North and South America.
People are the cornerstone of our business. Attracting and retaining highly motivated personnel is a critical success factor. Our personnel are equipped with the best tools to make them successful in their job. They are educated and trained on an ongoing basis on all the key aspects of their job. We link pay to performance. We allow and encourage employees to rotate between different client programs, and we encourage them to grow in the organization by taking on more responsibilities. This results in higher customer satisfaction and lower cost for our clients. Our hiring criteria is selective (95% are bilingual, 85% have lived in the US), because we know that the best people deliver the best results.
Our service representatives undergo an initial month of training. They receive periodic evaluations by the Supervisory, Training and Qualilty Assurance personnel. All service representatives are subject to random, online monitoring. All customer calls are recorded, reviewed and archived. Data files are proofed by QA and IT groups prior to client delivery. All Operational groups are available to adjust processes in real-time.
Contact Us - Our business development staff will take the time to understand your business requirements and goals in order to personalize our call-center services.
Service Agreement - We will then send you a written service proposal outlining recommended services and fees. Once you are fully satisfied (we expect changes), we assign resources.
Project Preparation - A Project Manager is assigned who acts as the 'point person' that fully understands and is responsible for your project's success. He/she will be responsible for communication and coordination of resources to reach your targeted start date. The technology is set up and tested, specific account information and customized scripts are developed, and the service representatives are interviewed, selected, and trained.
Start Date - Once you are completely satisfied with your project details, service representatives and mock test calls, your project goes live.
On-Line/Monitor Results - Your Project Manager will monitor your project daily to ensure that we are constantly meeting your expectations. You will receive daily project production reports and voice recordings for review. You may also review "live" customer calls remotely and in real-time. We analyze and make changes to your project whenever we and you feel necessary, recognizing that your business needs are always changing and that we should always be improving.