CRM

A complete outsourcing and insourcing proposal to support your Client Maintenance and Retention, Acquisition, and Growth processes. We place at your disposal all of our operative capacity, the knowhow of our personnel, and the experience and innovation that sets us apart as leaders of the industry.

Client Analysis

Research, market studies, and valuable information for the complete management of your clients.

Client Acquisition

• Telemarketing
• Telemarketing Campaigns: subscriptions, sales force appointment scheduling
• Order Processing
• Cross Selling
• Up Selling

Customer Management and Service

We offer professional service to each inbound and/or outbound contact through a wide range of services.

• General information
• Product Advice
• Surveys and Opinion Polls
• Claims Management
• Quality Control and post sale

Customer Service and Retention

• Customer Welcome Campaigns
• Service Activation
• Customer Welcome
• Authorizations
• Consults, Information, and response to requests
• Complaints
• Suggestion Box
• National and International Operator Assistance
• Transactions
• Miles Redemption
• Customer Retention and Loyalty Telemarketing Campaigns
• Updating of Data Base

Billing

• Payment Reminders
• Client Location
• Specific Billing Campaigns

Automated Services

• IVR
  
  
  Online Service:
  
  
  • Transactions
  • Registration and activation
  • Updating of Data
  • Password Change
  • Problem Reporting and Solving
  • Recharging of Minutes
  • Disbursement of Credit
  • Payments
• Orders and Order Follow-up:
  
  
  • Order input
  • Tracking
• Voice Recognition
  
  
  • Appointment Scheduling
  • Payments
  • Office and Customer Service Center Information
  • Orders
  • Activation and Blocking of Products (cell phones, cards, accounts)
• SMS
  Customizing messages to ensure high rates of understanding and effective  delivery of information in order to support strategies, marketing campaigns, sales, and customer service.
• Virtual Agent
  Sending of personalized voice messages to your clients, with opportune delivery and low cost.
• Fax & E-mail Broadcast
  Bulk sending of messages to your clients, with specific content according to the needs of your company. Allows the integration of other services to allow emails and faxing.

Human Resources

Solutions geared to the total management of talent which maximize the return on investment which your company realizes from its workforce.

Recruiting and Selection

• Recruiting
  Through well thought through criteria - knowhow, skills, aptitudes and personal experience - we look for the most appropriate candidates according to the needs and profile defined by the client. We have several recruitment channels and specific databases classified according to different profiles which allow us to find the best candidates for each industry type and position; from high level executives to agents, technicians and administrative staff.
  
  
• Selection based on Skills
  
  
  • In the first phase the profile which will meet the requirements of the job posting is defined, keeping in mind the range of skills and the challenges and responsibilities of each position.
    
  • The technical and management skills are evaluated. The candidate is observed in different situational settings which allow for the assessment of each skill based on the needs of the profile.
    
  • In this same way the general skills are evaluated, that is to say the behavior which the workers must adhere to, independent of the area, level, or position (for example self improvement and goals, interpersonal relationships, results oriented, disposition towards service, disposition towards change, team work, integrity and commitment) and management skills: behaviors which people who answer to some else must show to achieve team results.
  • Through different interviews, an assessment center and role playing situations, the candidates who fit the profile and who possess the greatest potential to successfully fill the job post are evaluated.

Training

• Training constitutes a vital tool in adapting the worker to the requirements of each client. New innovations require the capacity to adapt and grow rapidly to successfully reach the business objectives of the client.
• We design and implement up-to-date, in-class, virtual, and on line courses, always with the goal of increasing achievement levels. This process is comprised of three stages:
  Induction, Training and Coaching.
  Induction: In this stage we familiarize the selected candidates with the management culture of the client's company so that they get to know the environment, culture and business where they will work on a daily basis.
  Training: Knowledge of work techniques which optimize the results. Role Playing. The work and social environment. Ongoing training makes adapting to changes in the work and social environments faster and easier.
  Coaching: The agents update on a permanent basis the clients’ information through individual and group coaching.
• Evaluations of are done through monitoring. Through this method the training needs of the agents are identified assuring, in this manner, the integrity of the process.

Development Programs

• The activities are geared to answer the need to reach the objectives, like the strengthening of skill sets used, adaptability to the different requirements, the different response levels to critical incidents, and the adding of the right attitudes which tend to optimize the overall development and success of the line.
• This includes skills evaluation, development, outplacement, benchmarking, analysis and use of best practices and the management of cultural changes.
• The performance management system contributes to the development of the worker, establishing quality relationships between management and the workers. A successful handling of this process allows for feedback and obtaining the assertiveness index for the training, selection, compensation processes.
• Also, and as a complement, we have programs for individual development. This is a systematic and continuous process guided by the immediate supervisor through which the worker sharpens and betters those personal characteristics which enhance or interfere in their tasks. By means of a personalized
• The process of supporting the self motivation of the workers to better themselves is reinforced by the favorable company conditions which lead to self development. Training and continual education programs, action plans to better performance, feedback, and all those other activities which improve the worker and allow them to take advantage of their potential.

Performance Management

• The management of performance, seen as a management tool, seeks to promote an active and optimum style of communication, orientation and tutoring to better performance, and the development and promotion of the workers by means of corrective actions opportunely identified.
• The schemes mentioned require creating a culture of accountability and feedback in two ways: encourage the employee to be a proactive protagonist and responsible for his/her own development and performance, and also to promote real commitment to the job and his/her work, which is directly linked to personal life goals and expectations, and professional interests.

Payment Management

• Personnel and salary liquidation solution is based in a parametrizable system and is unlimited in terms of number of personnel.
• Our powerful management software becomes a key technological support for the management of personnel, salary payments, and attendance control and is managed by specialized professionals who strive to provide a management tool of excellence as demonstrated by the results in the work place.
• It also includes the management of permanent, temporary, and by project hires.

Industry Focused Solutions

Point to point management of key client processes through the procedures and strategy management application.

We can count on all of the necessary human resources, physical and technological, and with the implementation of management indicators which assure the quality of the different services offered.

BackOffice: Management of operation processes that support sales and service activities which the agent cannot do at the time of contact with the customer, such as:

• Data Entry
• Documentation
• Transcription of forms
• Physical and Electronic Deliveries
• Gathering and Verification
• Reception and sending of faxes and mail
• Sporadic outbound calls: Responses to claims, data verification, follow up of claims and grievances.

Sales Force Management

The management of the sales force is generally a personalized service with strong support through telephone channels. The Sales BPO includes management during the marketing steps, generating demand, sales, and full time.

Personalized Attention

We administer and manage customer service in our clients’ offices in a personalized way.

ASP (Application Service Provider)

We have applications available to support our clients’ services through the use of data channels:

• Remote Call Center: Leasing of the technological infrastructure through remote channels of communication.
• Software CRM: Suite designed by Allus for administering and getting to know the client better.
• Knowledge Data Base. Multiconsult: allows easy information searches to support the client management process.

Finance

The outsourcing of finance has many advantages related with the improvement of the process, more and better control standards are achieved through the following services:

• Accounting Management
• Accounts Payable Management
• Accounts Receivable Management

IT Support

Help Desk:

The help desk offers technical information and software and hardware specific solutions to businesses and end users.

• E-Help On line customer support
• Technical support of products and warrantees
• Help Desk