Conexion One Overview

Spanish Language Contact Center Outsourcing Solutions
Linking you
to the
Spanish Language Community

Core Competency
Conexion One provides both Business Process and Contact Center Outsourcing Services towards the Spanish speaking population in the USA.
We manage and improve non-core functions - such as Customer Service, Sales, Collections and Procurement while enabling our clients to focus on their strategic agenda.
Conexion One provides a comprehensive solution portfolio that is flexible to support our clients business needs as well as assurance so that benefits are realized rapidly with the least amount of risk.

The benefits of outsourcing with Conexion One
Financial ValueOutsourcing allows companies to reduce costs through labor arbitrage, process reengineering and leveraging best practices and economies of scale.
Operational ValueThrough leverage of innovative processes, the latest technologies, and economies of scale, Conexion One drives change that results in greater efficiencies and standardization for our clients.
Strategic ValueOutsourcing allows for the re-distribution of time and resources to core business areas that directly impact shareholder value.

Delivery Methods
Inbound/Outbound VoiceLive agent, recorded message delivery, power-dialer, supervised transfers
Email/Chat
Inbound/Outbound message delivery, website, third party applications
SMSInbound/Outbound mobile telephone message delivery, proximity marketing
Social MediaFacebook, Twitter, LinkedIn monitoring, posting, competitive intelligence

USA Operations
Headquartered in Houston Texas.
USA based program managers and support.
In-house software development.
Experts in the USA Hispanic marketplace.
Industry leader in Spanish language based services.
Microsoft Gold Certified developer.

Mexico City Contact Center
3,100 agent seat capacity
2-acre secure compound with on-site security
50,000 SF building with earthquake protection
Full battery and 600 hour diesel generator backup
5X redundant Telco carrier facilities
3X redundant internet access
24x7 on-site network operations center
High secure bio-metric access with full video security
Redundant virtual server(s) with off-site data storage
Class-5 carrier grade ACD with 3X redundancy
Disaster recovery mirror center located in Toluca MX
Mexico Government certified

Conexion One Technology
Microsoft© Gold Certified Solution.
Designed to personalize customer specific needs.
Monitoring, screen recording, scripting and reporting.
Exclusive “look-ahead” program management.
Customer CRM integration.
Remote live call couching, monitoring and barge-in.
Skills based routing with inbound/outbound blending.
Predictive high capacity dialer with answer detection.
Outbound managed recorded message delivery.
Non-blocking inbound IVR.
Per-call/program caller ID morphing.

Our team is your advantage

Agent Recruitment
Highest education rate in Latin America.
20+ accredited universities to recruit from.
50+ Technical colleges to recruit from.
Local employment seminars.
Advanced degree availability.
Certified bilingual English and Spanish.
Understanding of American Hispanic culture.

Agent Selection Process
All Agent recruits must meet stringent standards in order to be classified as an Agent Candidate and be accepted into our Core-X Training
Aptitude test that is a version of the USA General Education Development “GED”
Personality assessment based on overall teaming, work habits and communication skills.
Background verification on past employment, legal, criminal and work status.
Verification of all attended high school, university and college.

Agent Candidate Training
Brand Team
Member
Brand
Assignment
Brand
Training
Language and Personality Skills
6
1
5
Brand and Program Selection
Agent Candidate
Orientation
Core
Training
We invest over 160 hours on each individual Agent candidate training before they are qualified and accepted into a specific program.
4
2
Call Center Simulator
ACD System
Process and Control
3
iKTK CRM System
Process and Control

Brand Team Member
6.2 year average employment term within our centers.
Our team ecosystem is open and supportive of each other.
Objectives will not be assumed by the team until the objectives are clearly understood by all members.
We promote and award mutual trust and support.
Awarded for exceeding results.
Extremely proud of their brand they work for.

Four key factors in selecting a Spanish language
contact center solution
Dialect
Use a Spanish language dialect that is common toward your intended audience.
Match personalities to specific programs.
Have an understanding of telephone etiquette within the Hispanic marketplace.
Adhere to mannerisms that are customary within your customer set.
Personality
Etiquette
Mannerism

English Language in the USA has over 15 diverse but subtle
Dialects, Personality, Etiquette and Mannerisms
Most people can recognize at least three
New York
Southern
Minnesota

70% of Spanish language in the USA has one common form of Dialect, Personality, Etiquette and Mannerism.
Mexico Origin

2009 survey into US Hispanic market measuring overall satisfaction with outsourced Spanish language contact centers
Call Center Location
Satisfaction Rate
A measurable rate of success is obtained by using the most common Spanish dialect spoken in the USA.

Global Outsourcing Report
Mexico Business Risk Summary
Mexico
Risk Dimensions
POLITICAL RISK:
Lower overall risk than other off-shoring destinations.
Very stable government.
Free market economy including close allies with USA.
LEGAL RISK:
Adequate legal system and copyright and trademarks are aggressively enforced.
NAFTA regulations add trade stability and protection.
CULTURAL RISK:
Mexico’s geographic proximity and similar time zones mean close commercial ties.
IMIGRATION IMPACT:
Initial reports are confirming that the immigration impact for every one position placed in Mexico keeps two people from illegally immigrating to the USA.

Global Outsourcing Report
Latin America Business Risk Summary
Medium Risk

#1 Growth Opportunity this decade
Some 52% of US Hispanics report speaking primarily Spanish , while 43% say they speak mostly English.
Among Hispanics surveyed, a study found that regardless of language spoken, Hispanics overall take advantage of their bilingual abilities by using, accessing and enjoying media in both languages.

USA Hispanic purchasing power
Hispanics are American’s fastest growing market segment.
It is recommended that in a business, it is always good to target the majority, and as time goes by, Hispanics are fast fitting that definition.
The U.S. Hispanic purchasing power has been estimated at a staggering $870 billion in 2008, and continues to grow.
By the end of 2015, it is estimated to reach as much as 1.3 trillion

Companies that trust Conexion One
with their Spanish language customers

Conexion One is interested in helping you
Reduce overall cost by 60%
Increase results by 80%
Small test and evaluation programs available.
Only pay for the hours used.
Process the calls from your location.
Service Level Agreements
Our technology seamlessly integrates with yours.
Gain more control.
1-877-486-4239
www.conexionone.com
sales@conexionone.com

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Conexion One Overview

by Mitotel on Jun 29, 2010

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Conexion One Overview — Presentation Transcript