2. AboutUs GuateCall, headquartered in Guatemala City, Guatemala, is a contact solutions company dedicated to providing a first class customer experience! Founded in August 2007, GuateCallprovides high quality American-managed services that customers expect at an affordable price. Our quality of service and attention to detail is evident in our inbound, outbound and back-office BPO services. Our capabilities also include lead generation, sales conversion, and marketing optimization. Whether it is for inbound or outbound communication, or a creative combination of the two, we will partner with your team to achieve the desired results. GuateCallwas established by entrepreneurs and that spirit is at the core of our culture, ensuring it will stay with us as we grow! To employees, we offer an exciting work environment. We attract and develop highly motivated, intensely innovative, results-oriented individuals. We reward performance with increasing responsibility, regardless of tenure or experience. Our focus is not only building a successful business but also to provide opportunities for people in Guatemala who have the same desire for achievement and growth as we do.
3. OurServices Every organization requires effective management of customer interaction. Customer Support services offered by GuateCall’s call center are tailored to provide superior customer interaction, increased calling capacity, global coverage, rapid inquiry response and increased data validity. Our portfolio of call center services includes customer support through voice (inbound call-center and outbound call center), telemarketing services and telemarketing outsourcing, technical support services, employee IT helpdesk services, and back-office BPO services.
4. Why Guatemala The country has a cost-efficient labor pool of 4.1 million known for its modern technical training and data entry abilities. Over 2 million are computer literate with a strong analytical component. With a population of more than 170,000, Guatemala has the largest number of university students in the Central American region (27% of the Central American university population is in Guatemala). Many of these students have studied in private schools where English is taught as a second language, often by American teachers. Our proximity to the United States allows for quick response to demands. One of the most important advantages that Guatemala has to offer is it’s location in the central time zone, with no more than a 2-hour difference with the rest of North America. (GMT -6 hours year round). Guatemala is just a short flight away from many US Cities. There are multiple direct flights from Miami & Dallas via American Airlines. Delta flies direct from Atlanta. United Airlines flies from Los Angeles. Continental Airlines offers direct flights from Houston and New York City. And Spirit, Taca and Copa all have Guatemala as a destination. GuateCallis located in Guatemala, home of one of the best telephony infrastructures in the world with fiber optic connections to three oceanic fiber optic cable connections. Several high bandwidth connections with Miami allow data transmission between GuateCalland locations in North America to be as quick, or quicker, than what is available from remote locations in the U.S. Guatemala is the most prominent country in the Central American region, with a population of more than 12.5 million people. During recent years, Guatemala has enjoyed an economic boom. It has become one of today’s most promising emerging markets within Latin America. Guatemala has a democratically-elected government, and a constantly-improving political environment leading to stability and sustained economic growth, one of the highest in Latin America in recent years. And last but not least, Guatemala offers the ability to service the Spanish-speaking American market! Guatemalan Spanish is considered to be a very neutral Spanish and is easily understood by different Spanish speakers. All these elements combined help to make Guatemala and GuateCallone of the bestNear-Shore options for Bilingual Contact Centers. Due to its strategic geographical location, Guatemala is called “The Bridge of the Americas”, as it is in the middle of two important markets.
8. Level 3 CommunicationsHonduras Guatemala San Salvador Managua
9. OurEnvironment GuateCall has developed a work environment rarely seen by employees in Guatemala. To our employees, we offer an exciting, high-tech, entrepreneurial work environment. We attract and develop highly motivated, intensely innovative, results-oriented individuals. We reward performance with increasing responsibility, regardless of tenure or experience. Employees have latitude to make important decisions, take smart risks, and own their careers. We also reward our employees with positive incentives. We don’t cap our employees’ bonuses. We want and encourage our employees to earn as much as they can! Their success means our success. At GuateCall, we not only want to hear from our employees, we demand it!We are all on a first name basis throughout the company. We have an open door policy and are constantly on the floor, listening, talking and motivating. Keeping the communication channels open with our employees and customers is a key to our success. This approach is rarely seen in the near-shore or off-shore business models but we believe it is an invaluable advantage that our customers receive!
10. OurEmployees In addition to building a successful business, our goal is to provide opportunities for people in Guatemala who have the same desire for achievement and growth as we do. GuateCall’s substantially higher compensation structure and attractive work environment results in our ability not to just attract talent, but to select the best talent available to be part of our team. GuateCall employees are carefully selected using a thorough screening process. Criteria we use include English fluency and accent, attitude, energy, ambition, motivation and initiative – all of which ultimately lead to higher achievement. Our Quality Assurance group works closely with our agents, listening to recordings and providing feedback on a daily basis. We are constantly training to help improve the skills of our employees and their understanding of the psychology of the outbound US based call. Knowledge is power and we empower our people! Unlike other offshore providers who try to acquaint agents with U.S. expectations and culture in a brief orientation session, GuateCall employs agents who already have a great affinity for the U.S. market. Their language and cultural fluencies are derived from a US residence or long-term connections to the U.S. Their lifestyle is shaped by American influences in television, music, fashion, news and politics that surround them each day.
