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Pro-Call Company Overview
- 1. The case of Outsourcing with Professional Call Services S.A. (Pro-Call) in Nicaragua. Company Profile November 2011.
- 2. Index: Vision & Mission of the Company. Company Goals. Nicaragua: The Facts! Services we Provide. Our Infrastructure. Our World Class Team.
- 3. Vision & Mission Our VISION is to be a global premier provider of high quality Contact Center Services specialized in BPO and IT Activities for the world. Our MISSION is to manage globally cost competitive Contact Centers that are pro-active and agile towards the global market and focused on customer cost oriented services for our clients.
- 4. Our Company Goals: To be a high value- added profit center to your organization, helping your customers efficiently and effectively manage their human interactions with your company. To provide you with continuous consistency in Communications, state-of-the-art Technology and reporting to help you reduce hidden costs in your organization. To be The Best Cost/Benefit organization you may find among the contact centers in Latin America and specially Nicaragua. Provide you all the time with transparency and accountability at all times in all levels of our organization. Be highly competitive with Asia and other near shore BPO locations in Central America. To establish a globally competitive contact center and thereby contribute to the economic development and capacity building of the Nicaraguan population.
- 6. Nicaragua: The Facts Direct telecommunications access to the world via 2 Fiber Optics submarine cables ( ARCOS -1 and Maya -1) with entry points to North America via Florida. Multiple carriers are expanding their international connectivity to North America via land based fiber Optics cable systems. Nicaragua has a large pool of fluent bilingual resources that are untapped and ready to participate in the global Business Processing Outsourcing (BPO) market now! Nicaragua has more than 47 Universities, with over 115,000 enrolled students. There are 339 technical apprenticeship institutes and several bilingual schools, providing a pool of educated candidates for Call Center employment. Nicaragua scored 2nd. Place in regards to the greatest amount of highly qualified human capital in Central America, according to Direct Investment Magazine (August 1st. 2006)
- 7. What we Offer: An aggressively and professionally managed Business Process Outsourcing (BPO) organization in Nicaragua for the world. A company that benefits from support form the Nicaraguan. government (CNZF) as well as from Nicaraguan private investors. Pro-Call is Free Zone Status company in Nicaragua since July 2009. Strong management team and advisors with more than 100 years of combined experience in the field of outsourcing. The most efficient cost based BPO services in Spanish or English services in Nicaragua. The best operating agents, many with living experience from outside Nicaragua.
- 8. What you get from ProCall: A near shore location from North America, with only 2 hours from the US eastern shore, 3 hours from Central US and 4.5 hours from the US pacific coast in flight time. A company working in the same or similar time-zone from North America, so that you can reach our management team or staff during your normal working hours. A deep pool of highly skilled agents who speaks one of the most neutral accent in both Spanish and English. A intimate sense of affinity and cultural compatibility with north America and the European Union. A world class management team that will work closely with you to deliver the results you are looking for, without lacking quality of services. A LOW risk approach to testing new products and services for your company. A very smooth transition or spreading of some of your processes, whether they are handled internally or externally at present time. A fast and meaningful ROI for your company at a low risk.
- 9. We rate highly on the most important issues for our customers and key metrics: Location / Proximity to North America. Same or Similar Time Zone as North America and the rest of Latin America. Cultural Affinity and understanding within the American Continent. Language / Accent / Access. Quality / SLA. Supervision / Reporting / Accountability. Adaptability / Experience / Scalability. Security. Training Modules / Self-Service.
- 10. Our Services in English / Spanish: We specialize in several service applications and platforms like: Customer Care / Customer Service. (Inbound / Outbound) Tele-Sales, Tele-Marketing ( Outbound / Inbound) Data Processing and BackOffice Operations. Debt Collections and Financial Services. Tech Support Level #1. Appointments Scheduling, Settings for B2B, B2C. Surveys and Polls. (B2C) HR Accounts Management.
- 11. Some of our clients that we service: Some of our past clients that we have serviced:
- 12. Current IT Infrastructure: For every server and router, Pro-Call has installed an exact copy or extra as a backup, reassuring the client his investment and trust with us for a total redundancy of Tele-Communications, Data and workstation systems. Pro-Call also has installed an Emergency Power Generator in case there is a power outage in the building, which can sustain operations for 5 days. Pro-Call have automatic redundancy installed in all the equipments that we use and internet links. We are a complete solution from hardware to software used in our premises, which includes predicting and progressive dialing systems.
- 13. Pro-Call Floor Plan: The current Floor Plan can hold up to 210 Stations on a single shift. Currently 90 seats operational. Growth potential for a max. of 210 seats on the same floor. Only the North Side of the floor is being used currently.
- 14. Current IT Infrastructure: We only use global brands that our clients and ourselves can benefit from working with them. Currently we have 85 seats with a room to grow to 140 very easy and in a very short time. Some of the major brands that we work with, are the following: Also, our IT and Production staff have been certified in certain fields, in order to ensure our clients, that they are dealing with professionals in their own fields, such as:
- 15. Some Photos of our Call Center: Switches Production Floor Side # A Ready for more growth !! Production Floor Side # B
- 16. Key Contacts: Mr. Rodrigo Navarro A. Managing Partner Email: r.navarro@pro-call.net Tel. 505.2268.3924 Ext.# 102 Mrs. Lucia Teran Chief Financial Officer Email: lterans58@gmail.com Tel 505.2268.3924 Ext.# 100 Mr. Bayardo Sanchez IT Manager & Infrastructure Email: b.sanchez@pro-call.net Tel. 505.2268.3924 Ext# 106 Mrs. Martha Valdez Human Resources Mgr. Email: m.valdez@pro-call.net Tel. 505.2268.3924 Ext# 103 Mr. Roberto Hidalgo Client Operations Mgr. Email: rhidalgo@pro-call.net Tel 505.2268.3924 Ext.# 108 Mr. Frank Diaz Q&A Process Manager Email: f.diaz@pro-call.net Tel 505.2268.3924 Ext.# 108
- 17. Summary Reasons to select PRO-CALL BPO Services: Service Level guarantees contained on our contracts. Proven delivery and performance in the Nicaraguan and Central American BPO Arena. Proven executive and management team responsible for client delivery and success. Established training and employee recognition programs monthly. Dedicated process teams to assure no client conflict of interest. Commitment to continuous process improvement and efficiency all the time. Corporate culture that focuses on client, employee and fiscal responsibility. Cost minded operations that delivers proven results to our clients.
- 18. Multi- Discipline Multi- Country One Solution.