About Us. ADMA Telecom TELEVISA - BLACKSTONE.

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1 About Us American Call Center, is a Contact Center, multichannel, personal and for integrated services, Call and Contact Center industry leader in Ecuador. ACC begins their operations by 2001, with 120 installed positions with the main objective to offer Call Center services to International Markets. Between their first Customers had: ADMA Telecom TELEVISA - BLACKSTONE. * American customers, which reached 40 positions, with more than 80 bilingual agents By 2003, taking advantage of the international experience gained, a decision to get into the local market was taken and this way promote this experience to the beginner local market, being the first customers. CASA TOSI BANCO PICHINCHA ETA FASHION In the year 2012, ACC counts with more than 900 operative positions, more than 1600 active agents to manage up to calls; 1st world technology and a selection of customers that make ACC the biggest and more efficient Call Center enterprise in the Ecuadorian market. 1

2 About Us YOUR BEST OPTION IN CONTACT CENTER American Call Center offers its customers a range of services developed by our experts and tailored to the needs of your industry or business. Our staff is highly trained and committed, which make the most effective tool when offering solutions to your service needs related to the management and treatment of your clients. Our corporate culture revolves around the following values: ATTITUDE - COMMITMENT - QUALITY Positioned in the Ecuadorian market since 2000 as a reference in industry, with extensive experience managing clients and domestic and international organizations of the most diverse sectors such as:! Telecommunications.! Banking & Insurance.! Consumer products.! Pharmaceuticals.! Department stores.! And other industrial, commercial sectors and/ or services. 2

3 Our structure Organization chart: It has allowed us to establish and clearly define a system of duties, rights and activities that each person has developed, managing to work together optimally and achieving goals, planning objectives set in each area and business in general. This structure has allowed us to obtain: Effectiveness: Since it facilitates each individual's contribution to achieve the objectives of the company. Efficiency: It helps to obtain the desired objectives at minimum costs. 3

4 Today. AMERICAN CALL CENTER has achieved an optimal coordination to create and at the same time provide the best and most efficient support for services related to the contact center industry, and for managing quality processes and strategic alliances enabling us to be a step in the Ecuadorian industry. ACC Improving Quality STANDARDS.! Align to COPC Standard.- Certification Standard of designed processes for Contact Centers, which maximizes the operational performance, reaching the highest customer satisfaction and making a profitable operation. ACC Managing Strategic ALLIANCES.! Always with an innovative vision on technology issues, American Call Center manages important collaborations with strategic partners in the industry. An example of this is AHEEVA Technology a Canadian company specialized in the management of multi media and creative business solutions Contact-Centers. Our software AHEEVA CCS has been awarded as the best call center solution based on VoIP technology different international exhibitions. - Last IT Conference & Expo 2001 Annual Call Center Exhibition

5 Today. ROTATION in Contact Centers. The monthly remuneration and the type of people that form the staff affect the turnover in Contact Centers. The operational staff is usually mostly young Students who do not seek a definitive job, but an employment to reconcile with the rest of their daily activities. "Considered as a transient occupancy, it motivates the average turnover to reach 10% monthly. ACC TALENT LOYALTY. ACC implements specific programs to evaluate potential staff, organizes the selection process, we design plans to meet future specific training needs of key positions in the organization, this must be added to the motivational plans and policy remuneration linked to the achievement of objectives and individual performance. "For Best Performances, GREATEST RETURN. American Call Center, "professionalizes to the maximum the figure of phone-operator "with the aim of retaining such employee and thus, managing to maintain turnover levels at 4% per month. 5

6 Today. MARKET GROWTH & PARTICIPATION American Call Center has 2 contact centers distributed in major cities of Ecuador. Our main office is in Guayaquil the country's economic center, and in the city of Quito, Ecuador's political capital. More than 900 positions, equipped with high technology and highly trained personnel conform our great team, which operates under quality standards and meet the highest standards of preparation from our experience both internationally and locally. Considered the largest contact center in Ecuador, ACC has the largest share of the market with 13%, which places it as an industry leader with broad projection of growth in Ecuador. 6

7 Today. Improving Customer SATISFACTON. Customer satisfaction is a critical element in any Contact Center. A safe way to improve the performance and effectiveness of the service is to accommodate preferences for media access to customer service. Integrating Communication CHANNELS. ACC does not only offers multiple channels of contact or means of access to the service we also include them giving them an opportunity to manage them effectively. Customers do not repeat the information every time they call the Call Center for a given problem, thus reducing resolution time of cases and with the information from their previous interactions. The table shows the percentage of customers who have used particular means to access customer service. The line that crosses the table shows the percentage of customers who qualified as satisfactory the service received through that media. Phone calls have the highest cost per interaction of all support services and facilities. The contact center that has integrated such services allowing companies to migrate their customers in a call to technological channels achieving significant economic savings. 7

8 What is a Contact Center? It is a center specialized in the handling and treatment of customers through multi-channel technology platforms, such as: Telephone, Chat, , sms, web, among others. It allows in a flexible and efficient way information management from both users and service companies from various sectors who need to improve customer care, loyalty, monetizing their operations and generating value for their business. The greatest added value that a well equipped Contact Center provides is to record history contacts, regardless of the means of communication, promoting better care for their clients. 8

9 Our Benefits HUMAN RESOURCES STRUCTURE: In customer relations, quality service and results, depend on the people who make our Contact Center. Our Human Resources policy is based on an Objective: "To Obtain a Customer Oriented Organization." To do this we provide our team with the necessary means in terms of selection, training and professional development.! SELECTION.! TRAINING.! EVALUATION.! CONTINUOS TRAINING. American Call Center provides human capabilities required by organizations and develops potential skills and abilities of each individual to improve their job performance. 9

10 Our Benefits OPERATIONAL STRUCTURE: Best practices of the Contact Center industry, business oriented. ACC provides the KNOW HOW of the best business practices of the Contact Centers for your operation. Elements that will allow you to manage your resources effectively and efficiently, thus by exceeding your customers and users expectations and therefore achieving quantitative and qualitative results Our structure will provide:! Care consultances phone hours 24/7.! Reports designed and frequency as required.! Consultancy oriented to each type of business. 10

11 Our Benefits QUALITY STRUCTURE: Quality, one of the strategic variables that most influences the provision of a service. The structure of quality control will help synchronize all performance aspects of your Contact Centre, including staff and processes. In addition, it will identify interactions with Customers, which allow an evaluation and introduction of improvements to the cycle of the service provided. This approach will provide cost reduction, the improvement of customer satisfaction and improved alignment of the service provided. Among these benefits we include:! Continuous training of the staff.! Evaluation of management and service provided.! Constant monitoring of the operation.! Enhanced customer experience.! Optimization processes. 11

12 Our Benefits TECHNOLOGICAL STRUCTURE: Technology is part of the Strategy. This will ensure flexibility and speed of response, while ensuring integration with the applications of our customers. The automation and development of tools that encourage productivity and optimize the service to be provided. ACC offers its clients a team highly skilled in information technology, hardware, software, operational positions, automated and equipped with advanced technology.! Online reports.! Interaction with customers applications.! Creating Customized CRM.! Call recording. 12

13 What do we offer? INBOUND CAMPAIGNS - RECEIVING CALLS. CUSTOMER SERVICE, Building Relationships Maintaining high levels of satisfaction through accurate and appropriate responses and decisions to the NEEDS of our customers, solving doubts, questions, concerns or problems, delivering a personalized service through various means such as: 1800, 1700, numbers conventional VoIP, , fax, or others. Among the services we offer:! General information about products or services.! Care and handling of complaints.! Taking orders.! Help desks.! Telemarketing "SALES." OUTBOUND CAMPAIGNS - CALL RELEASE. TELEMARKETING, a key part in Business Strategy We establish interactive and continuous relationships with POTENTIAL customers through database segmented data, generating a large volume of information and obtaining preferences data form our customers. This will reveal unmet needs BUSINESS OPPORTUNITIES, information that will help develop strategies for an increased uptake and increased business knowledge on possible ways to make your business grow. Among the services we offer:! PURE Telemarketing.! Market Surveys or Service.! Update of database.! Customer loyalty.! Confirmation of appointments. 13

14 What do we offer? WEB COLLABORATION. MANAGEMENT AND SENDING MESSAGES VIA (SMS). As a multi-channel Contact Center, American Call Center also provides services focused on more attractive channels as INTERNET. With the continued increase in users, business opportunities become more attractive and companies need focused and specialized services to enable them and attract new customers or users who visit their website for information. Web collaboration allows you to:! Know who is connected to your Website.! Provide advice and personalized support.! Catch potential customers and close deals.! Show your products online with proper assessment. Managing with the utmost simplicity the sending and monitoring of an e@mail and SMS text messages to customers, partners and employees, is a new way of direct economical and effective communication. You can inform customers about new events and promotions. You can tell them that their requirements and / or orders have been received or solved and mass communicate to all customers of the latest news that your business or company is offering. 14

15 Who has trusted us? "We are the leader company in global Contact Center, we contribute in exceeding the expectations of our customers." These are some of the companies that have relied on the services of American Call Center. BANKING & INSURANCE. 15

16 Who has trusted us? MEDIA. SERVICES. 16

17 Who has trusted us? COMMERCIAL. INDUSTRY. 17

18 Who has trusted us? TELECOMMUNICATIONS. PUBLIC. 18

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