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Mission | Purpose | Differentiation
Recognition, Motivation (Incentives), Continuous Training.
Make Adjustments Quickly.
Keep it Simple.
Open communication and flexibility, On-going touch point meetings.
Easy, Hassel-free, with Purpose (NPS/CSAT, Revenue, Cost).
• High Quality Labor at a Low Total Cost vs. other Nearshore and US Locations. • Low Attrition: 24% a Year for the past 8 years. • Bi-Lingual Support: English, Spanish. • Educated, Quality English: Most of our agents have college degrees. Many from U.S. • Very Close to the US: Just a 50-minute flight South of Phoenix, AZ. Many of our employees lived in the U.S. Understand U.S. geography, customs, norms.
• We operate as an extension of our clients' teams and brands; Our approach is to make sure we are meeting our Key Performance Indicators (KPIs); Data-driven approach. We analyze reports and the intraday intervals on all our teams; Operations and WFM (Workforce Management Team) work together to identify call patterns; Coaching and development sessions are performed by our supervisors on a daily basis.
Recruitment as our process of identifying the need to cover a job position, defining the requirements and profiles. Onboarding to integrate the new employee with the company and its culture.
Induction to introduce and guide the new employee in their transition under the company's policies.
Training to facilitate knowledge towards training for a job to be performed in a campaign
Outstanding solutions for outstanding clients.
Open communication and flexibility
Touch point meetings two times per week
Constant movement of bottom 1/3 performers to middle or top – move up or move out, quickly.
Ensure adequate floor coverage and knowledge on all aspects of contact handling
