Case Histories
These are some of the results which our clients have obtained when they have entrusted us with the management of their BPO processes:
In the Health sector, one of our clients has received the distinction as the number one Health insurance provider of the country due to the quality of service and customer support among other analyzed factors.
- Our financial customers have decreased their distribution costs by optimizing the mix of transactions through the different channels: physical, virtual, and telephonic.
- Thanks to the availability of our platform, businesses from the health sector are able to provide 24 hour medical assistance phone lines that provide preliminary medical advice to the patient. This has allowed them to expand coverage to include urgent care lines which have decreased the congestion at the medical institutions and allowed them to treat critical cases in a more timely manner and has bettered the perception of the end user of the medical service received.
- High effectiveness in the recovery of funds during our debt collection and payment reminder campaigns geared for financial and service entities. Decreasing their debt portfolios and, depending on the age of the debt, achieving recovery results of 70 to 80 per cent.
- The sales of financial products telephonically have reached a growth of 200 per cent which represents 2.3 per cent of sales of all the products.
- In the telecommunications industry, we have been chosen by the principal players in this Market who continually use our services to manage their relations with actual and potential clients.
The application of our services is seen in cases that reveal how dynamic our knowhow is and prove the success of our knowledge and experience.
We invite you to get to know some of them:
Telefónica España 
Core Business: Telecommunications company - Spain
Profile:
- Telefónica de España is present in 24 countries with the most balanced geographical profile of all the telecommunications operators around the world.
- It is the third largest company in the world with more than 228 million clients
- It is among the world’s five largest operators in terms of market capitalization (106.067 million Euros).
- During 2007 they invested 4.350 million Euros in technological innovations.
Start of Offshore operations: September, 2005
Objetives:
- Design and implement a Sales Management Center for product sales campaigns (Adsl, Imagenio y Voz), Recuperation y Portability.
- Offer a sales management service with world class standards that uses world’s best practices.
- Increase month by month the product sales levels using high performance indicators based on the objectives..
Services:
- Product Sales (Imagenio – ADSL). Estimated Potential Consumption (EPC) and online Portability.
- Added Value Services to landline clients.
Operation Results:
The process began with 60 agents and has increased to 1,980.
1,650,000 monthly contacts per month that execute almost 5,000,000 monthly transactions.
Product sales were greater than the anticipated growth in the first trimester of the start of the operation.
Distribution costs decreased by a greater percentage than what had been hoped for by optimizing the transaction mix of the different channels.
The quality service optimization measurements were greater than the expected levels hoped for in end user satisfaction.
The design of the sales strategy and the channels greatly improved the Route to market.
Of the 48 campaigns in which we competed with other regional contact centers, we came in first in 39.
In the campaigns in which we competed with Atento Colombia and Atento Peru, we achieved first place in all of them.
In the evaluations of sales quality and number of processed records, we obtained – in every occasion – first place.
Telecom Personal
Core Business: Telecommunications company, Argentina.
Profile:
- Telecom Personal is one of the most important companies in Argentina specializing in cell phone telephony with more than 11.3 million clients in Argentina, and has a base of more than 30 million clients which is equivalent to a population penetration of better than 7 per cent.
- They offer added value services such as mobile broadband, mobile personal TV, personal multimedia messages, SMS, voice activated dialing, national and international roaming, automatic call forwarding, and wireless internet access.
- They are a subsidiary of Telecom, a multinational company that has 9.2 million clients from their landline, cell phone, and internet services in Argentina, Paraguay, and the United States, and they are interlinked with the networks of the major international carriers in the world.
- They belong to one of the world’s most important stockholding groups in the telecommunications sector like Nortel, Sofora Telecomunicaciones S.A, and Telecom Italia.
Start of Operations: November 2003
Objectives:
- Design a CRM strategy for optimizing the company’s client life cycle.
- Put in place value processes that allow the acquisition, activation, retention and loyalty of clients increasing the satisfaction levels of these over time.
- Design and implement an integral Service Center to satisfy the demand of the prepay and monthly payment clients.
- Combine highly skilled human resources and cutting edge technology to develop an operation based on the highest quality quantitative and qualitative standards
- Assure that quality and precision indicators demanded by the company are met while applying the market’s best practices.
Services:
- Reengineering of the processes that involve the acquisition, activation, retention and loyalty of your clients
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- Management Services for high value, businesses, and Masivos segments.
- Loyalty Campaigns.
- New client activations (end user and retail service).
- Vehicle location service.
- Cells expert in terminal repositioning.
- BackOffice Management.
- Blending between customer service and loyalty.
Results:
- The process began with 60 agents and has grown to 1,900.
- The company’s strategic partners position was consolidated by its CRM development due to the putting in place of value processes which increased the end user’s satisfaction rating and surpassed the initial business objectives.
- During the first month of operation the indicators set by the client were greatly surpassed. Because of these results, over the next 60 days, Telecom Personal tripled the operation structure from what was originally contracted for.
- A strategic client relation model and an incident resolution process were created.
- Monthly numbers:
- 300,000 contacts
- 2,000,0000 calls
- 90,000 BackOffice processes
- 70,000 client activations
- 60,000 Data Entry processes
Codensa
Core Business: Electricity company of Cundinamarca, Colombia.
Service: BPO personalized service processes for electricity service users.<[>
Client service and social managment: we manage the Codensa’s integral relationships with its differing communities, through services that are geared towards the customer’s satisfaction and the betterment of the quality of life of the families.
Personalized service for Codensa’s clients.
Atención Integral Móvil a los 86 municipios del Departamento de Cundinamarca.
Electrocution prevention talks, practical advice on efficient energy use, and Codensa’s products and services that benefit the community.
Surveys related to the company and community.
Administration and management of the sales service for Codensa’s personalized Points of Contact: to appropriately advise and respond to the claims, requirements, inquiries, radicaciones, and worries that the client may have regarding the electric service and any other product that Codensa offers:
- Service and solutions during the first contact.
- Requirements Service.
- Claims Service.
- Codensa’s Home Billing Service
- Negotiation during the first contact.
- Communications and notifications
- Input into the system sales information from first contact operations.
- Quality monitoring of first contact cases and execution of control auditing.
- Continual monitoring and analysis of information and Channel dimensioning.
Results:
- Better service coverage for the users by taking the client service points to populations removed from the capital causing an increase in satisfaction.
- Sales increase of other services through cross selling campaigns which are realized at the points of service.
