This document provides an overview of outsourcing contact center and business process solutions from Adjoin, a BPO provider based in Guatemala City, Guatemala. Key points include: 1) Adjoin discusses the benefits of outsourcing such as reducing costs, gaining expertise, and improving performance. 2) They describe their services including contact center solutions, business process outsourcing, and IT outsourcing. 3) Competitive advantages are nearshore operations, dedicated account teams, service level agreements, and a low-cost/high-value model.

1. Contact Center Solutions
Business Process Outsourcing
IT Outsourcing

2. Agenda
3.Why outsource?
4.Who we are?
5.Our Services
6.Benefits
7.Our Rates
8.Contact Us

3. Why Outsource?

4. Outsourcing cost savings, operational advantage
Reasons to outsource:
• Obtain expertise, skills, and technologies
• Increase flexibility
• Improve operating performance
• Reduce costs and investments in assets
• Improve credibility and image
• Expand capacity
• Acquire innovative ideas
• Accelerate expansion
• Increase product and service value, customer satisfaction,
and shareholder value

5. More reasons to outsource
• Seasonal crunch support
• Can no longer hire qualified agents into current ops
• Operating cost pressures
• Not enough capital to build more captive centers
• Limited internal management skill to expand captive ops
• Want to take advantage of 3rd party skills or technology,
e.g., chat, IVR, CRM
• Need broader time zone coverage, e.g., within US or
“follow the sun” and/or for 24/7 coverage

6. Contact Center Cost Index

7. Cost elements
• Domestically and offshore
Two Low Cost Markets

8. Why outsource (offshore)?

9. Selecting the right outsourcing partner
• Pick the zone

10. Selecting the right outsourcing partner
• Where in the world?

11. Selecting the right outsourcing partner
• Why Guatemala?
No Currency Controls
Taxes – Guatemala does not tax offshore income.
Weather – Guatemala is free of extreme weather
Communications – Guatemala has excellent Internet
Bandwidth, good cell phone coverage and of course
land lines for phone and fax.
Travel – Should the need to travel to Guatemala arise
there are a number of airlines flying regularly to •Excellent connectivity and
Guatemala City. Guatemala is only 2 hours from USA,
1.5 hours from Mexico City, 2 hours from Panama, 1.5
redundancy
hours from Nicaragua etc. •BPO is growing faster
Language – Workforce speak excellent English and •Competitive costs
Spanish. This means fewer mistakes than you would
have in a country without English speakers. •Qualified workforce
•Tax Exemptions
Guatemala has a Stable Democracy – Free elections
and a lack of ties to certain countries that like to violate •Proximity and easy access
privacy and get other countries to do so.

12. Selecting the right outsourcing partner
• Why Guatemala?
Telecommunications
Guatemala now has what was one of the most successful privatizations
of state in the telephony world. Thanks to immediate and not gradual
liberalization, the market was opened to foreign investment since 1996,
so after 13 years Guatemala has:
the lowest cellular rates in Latin America.
One of the lowest rates of long-distance Latin America.
Guatemala now has 3 mobile phone operators, 19 local network
operators, and 20 international port operators, with a density of 34 lines
per 100 inhabitants. There are more than 28 ISPs (Internet Service
Providers) offer services such as QoS, MPLS and capacities up to
STM64. The country is connected to the NAP of the Americas by means
of 3 separate submarine cables and land cables to Mexico. The
proposed fiber-largest in Latin America, emerged, complete the ring
across the whole country and passing through the center of Guatemala
City.
This has allowed a redundancy of 99.9875%. Guatemalan
telecommunications providers have the greatest amount of leased space
at the NAP of the Americas in Latin America. The sector also has a wide
range of integrators that can implement contingency sites and complex
business continuity.

13. Who we are?

14. ADJOIN
• Founded in 2007
• Headquartes in Guatemala City,
Guatemala
• Located in a Secure site (Citibank
on the same building)
• Capacity 225+ seats
• Bilingual Workforce (English,
Spanish)
• 80% of employees are University
Educated

15. ADJOIN
• Our Vision
Adjoin’s vision is to become Latin America’s leader
in business process outsourcing solutions through
efficient workforce, innovative technology, and
best-in-class processes.
• Our Mission
Provide our clients and their customers with the
highest level of professionalism and service as we
continue to find innovative ways to grow and
improve profitability and shareholder value in a
dynamic and fun environment.

16. ADJOIN: your best partner
• Building lasting partnerships
• Putting together the pieces

17. ADJOIN: your best partner

18. Our Services

19. Our Services
• Contact Center Solutions
– Customer care
– Technical support
– Sales and Marketing
– Financial Services and Administration
– Customer Administration
– Market research
– Surveys
– Directory Assistance
– Self-service

20. Our Services
• Business Process Outsourcing
– Order Processing
– Billing/Collections
– Scanning and data entry
– Backoffice Support
– Risk Management
– Document Management
– Database Management

21. Our Services
• IT Oursourcing
– IVR & Speech Applications Development
– Web & Database Development
– Data Processing
– Desktop Management

22. Our Competitive
Advantage

23. Our Competitive Advantage
• Infrastructure
– IP PBX
– T1 / E1 Connectivity
– Dell Servers (dual power supply, RAID)
– High peed Internet connection
– Electric generator, UPS protected equipment
– Computers with latest technology
• Contact Center Technologies
– CRM, ACD, CTI, IVR
– Realtime monitoring
– Calls Recording
– Online reports and Metrics
– Virtual Agents (self-service)

24. Our Competitive Advantage
• Self-service Applications (Virtual Agents)
– Telemarketing
– Surveys
– Alerts / Reminders / Notifications
– Directory Assistance
– Collections
– Digital Recepcionist
• Technologies
– ASR (automated speech recognition)
– TTS (text to speech)
– VoiceXML
– VoIP (voice over internet protocol)

25. Benefits

26. Benefits of Outsourcing
• Focus management’s efforts of “core” functions
• Achieve cost-savings by reduced overhead
• Achieve cost-savings by reduced training
• Achieve cost-savings by economies of scale
• Achieve higher level service from vendor specialization
• Enhance performance from vendor specialization
• Reduce capital expenditures, particularly in outsourcing
management and information technology services
• Take advantage of improvements in technology
• Gain access to new technologies and methods

27. Benefits we provide…
• Nearshore Operation
• Central Standard Time (CST, GMT -6)
• Productive personnel who handle customer transactions
promptly and competently to assure customer satisfaction
and enhance customer loyalty.
• Efficient use of resources and technology to control costs
and increase profits.
• Accent neutrality enables aggressive English speaking
growth for agents
• Dedicated account teams: executive, operations, trainers,
and QA
• Excellent service level agreements
• Daily/weekly/monthly operations meetings and quarterly
business reviews

28. Benefits we provide…
Return On Investment
• Adjoin combines a low-cost/high-value model to extend
savings to our clients
• Utilizing best practices in recruiting and operations, thus
reducing high costs of turn over
• With highly-skilled employees, we increase productivity and
quality results
• We reduce the ever-increasing cost of technology and reduce
our clients’ capital investments
• Dedicated account teams facilitate improved decision making
• Scalable business model helps manage workload fluctuations
• Adjoin services helps our clients focus on their core business

29. Contact Us
http://www.adjoinbpo.com
info@adjoinbpo.com
Blvd Los Próceres 5-56 Zona 10 Edif Unicentro Nivel 13
Guatemala City, Guatemala, 01010
PBX: (502) 2310-2222