About Us

• In Contacto Express we are more than a call center, we create opportunities based on the needs of our clients, focusing on our culture of customization in order to satisfy the customer according to their expectations.

Mission Statement

• We exceed the expectations of customers, both internal and external, providing an excellent service through a continuous improvement of information, coordination, verification of processes and usage of indicators of service management.

Mission

• Create new ways to provide security to our clients based on the experience of exceptional service, technology and recognition as a provider of a solutions center devoted to increase the satisfaction of the customer.

About Us

Exce

llen

ce

• Continuously meet the expectations of our customers, with attitude, agility and anticipating their needs.

Effic

ien

cy

• We properly use our resources, to achieve objectives and planned goals, optimizing the use of our resources and time. C

om

mitm

en

t • We assume the actions with effort, dedication and commitment, building confidence of our activities to our customers.

Go

al O

rie

nta

tio

n

• We focus on performance and results in everything we do. We are passionate about finding the best solutions. The interaction and a strong discourse clear the way to provide value to all those involved in the process.

Corporate Values

• Always provide a responsive and honest treatment to customers offering our products and timely services, fulfilling always with the required expectations.

Quality

• Acquire the confidence of our customers, achieving on time and efficiently the commitments made; in the event of a contingency or unexpected situation, a timely and friendly communication with the customer is maintained, determined to cover all their expectations.

Confidence

• We realize the tasks with responsibility to address and resolve in a timely manner the needs and expectations of our clients.

Compliance

• We are constantly working on the consolidation and improvement of our activities to become productive and competitive.

Continuous Development

Service Standards

• In Contacto Express we generate reports ad hoc to customer needs, while maintaining a horizontal and vertical communication with employees, following standards previously established by the client.

Communication

•We adapt to the service needs of our clients , whether in schedule, specification of the account or the environment in which they want to develop the project.

Service

•By personalizing the CRM according to the needs of the client we can offer highly technological solutions and the flexibility to completely blend to the product or service required by the customer.

Product

Culture of Personalization

Inbound

• It is an area where specialized executives, especially trained receive calls (inbound) from internal or external customers.

Outbound

• It is an area where specialized executives, specifically trained dial calls (outbound) to internal or external customers.

E-Bound

• It is an area where specialized executives, specifically trained interact with customers via e-mail or chat

T-Bound

• It is an area where specialized executives, especially trained interact with customers via SMS or MMS.

General Services

Blending

Customer Service

• It is the presentation of the service to customers before, during and after a purchase, in order to ensure overall satisfaction. It is a vital part of the proposal of the company to the customer. An excellent customer service is the business card to a crowded and highly competitive market. It helps create loyal customers, eventually increasing the revenue.

Business Intelligence

• It is the presentation of the service to customers before, during and after a purchase, where a labor of sales, marketing, billing or any other specific services to generate more revenue for our client is made.

Technical Support

•Next to customer service, it helps us reduce the work flow in the Technical Department of the client, helping us provide solutions effectively and immediately depending on the situation, looking to avoid moving it, to the operation of the company.

Specialized Services

•We seek to adapt ourselves to the exact needs of each of our clients. Within these services we can adapt to both inbound and outbound calls.

Specific Services

• If the company does not meet the needs and desires of their customers it will have a very short existence. All efforts should be aimed towards the client, because he is the real driving force behind all activities of the company. It doesn’t matter if the product or service is of good quality, has a competitive price or is well presented, if there are no buyers.

Customer Service

• It is the set of interrelated activities offered by a supplier in order that the customer gets product information at the time and place needed, ensuring the correct use of the it. The information to the client can be a powerful marketing tool.

Information

• Studies found that it is five times more expensive to capture a new customer than to recover a pre-existing one. Through a demonstration of the benefits offered by the internal client’s products in conjunction with an excellent customer service, this portfolio of dissatisfied consumers is retained or recovered.

Retention

• In the handling of complaints you always have to think how much it costs to make a new client, so that any loss, implies an economic drop, even though we can’t determine it.. Claims

Customer Service

• Currently more and more companies incorporate telephone sales, either as single sales channel or for increasing profitability and increasing the variety of contacts. Sales

• Telemarketing is an activity of marketing that allows instant, live, two-way contact between the supplier and the consumer.

Telemarketing

• We seek to resolve the incident by contacting directly the debtor, explaining the importance of meeting the debt as soon as possible to avoid unnecessary costs.

Collections & Disputes

• It is the tactic by which a vendor is trying to sell complementary products to which the client currently has.

Cross-Selling

Business Intelligence

• We provide directions and guidelines to address the problem or incident that is concerning the client in the fastest possible way.

Level 1

• We coordinate your team of technical support, using crossed information between availability of inventory, as a location where you must provide the service. Level 2

• We coordinate your team of technical support, using information between availability of inventory and location where the service is needed, as well as the constant communication with the suppliers. Level 3

Technical Support

Surveys Loyalty Campaigns

Quality Assurance

Events

Invites Post Call Surveys

Welcome Calls

Personal Assistant

Specialized Services

Personalization and closeness

Labor Union prevention.

Long term relations.

Constant feedback and team work

Employee support and assistance.

Transparent process.

Differentiators

Process implementation.

Remote access to the site, cameras and computers.

Regular background checks.

Organizational support at no additional cost.

Business advice.

Site

Site

Site

Clients

Lic. Gustavo López Aguirre Director Guatemala, Guatemala Phone: (502) 2312-7374 US: (305) 507-4700 Fax: (502) 2312-7373 glopez@sourcing-corp.com www.sourcing-corp.com