Spanish Language Contact Center Outsourcing Solutions Linking you to the Spanish Language Community
Spanish Language Contact Center Outsourcing Solutions 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.
Spanish Language Contact Center Outsourcing Solutions 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.
Spanish Language Contact Center Outsourcing Solutions 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
Spanish Language Contact Center Outsourcing Solutions USA Operations
Spanish Language Contact Center Outsourcing Solutions 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.
Spanish Language Contact Center Outsourcing Solutions 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
Spanish Language Contact Center Outsourcing Solutions 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.
Spanish Language Contact Center Outsourcing Solutions 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
Spanish Language Contact Center Outsourcing Solutions 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
Spanish Language Contact Center Outsourcing Solutions 70% of Spanish language in the USA has one common form of Dialect, Personality, Etiquette and Mannerism. Mexico Origin
Spanish Language Contact Center Outsourcing Solutions 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.
Spanish Language Contact Center Outsourcing Solutions Global Outsourcing Report Mexico Business Risk Summary Mexico Risk Dimensions POLITICAL RISK:
Lower overall risk than other off-shoring destinations.
Free market economy including close allies with USA.
Adequate legal system and copyright and trademarks are aggressively enforced.
NAFTA regulations add trade stability and protection.
Mexico’s geographic proximity and similar time zones mean close commercial ties.
Initial reports are confirming that the immigration impact for every one position placed in Mexico keeps two people from illegally immigrating to the USA.
Spanish Language Contact Center Outsourcing Solutions Global Outsourcing Report Latin America Business Risk Summary Medium Risk
Spanish Language Contact Center Outsourcing Solutions #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.
Spanish Language Contact Center Outsourcing Solutions 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
Spanish Language Contact Center Outsourcing Solutions Companies that trust Conexion One with their Spanish language customers
Spanish Language Contact Center Outsourcing Solutions Conexion One is interested in helping you