Publicado en Exclusivo CCN

“Uno de nuestros desafíos es acompañar a los clientes…

tanto en el crecimiento como en la adopción del ecommerce”

Aunque en muchos países desde hace ya tiempo el ecommerce es una práctica habitual, la pandemia aceleró su crecimiento. Tal es el caso de España, que observó un aumento del 45% en compras de alimentos, farmacia y tecnología. También en Perú, donde más personas comenzaron a utilizar esta modalidad, con un crecimiento que escaló el 60% respecto de 2019.

Se trata de un hábito que llegó para quedarse y continuar su expansión. Dialogamos con el Sr. José Manuel Núñez Olivares, presidente y director general de HDC BPO Services, contact center líder en el Perú. El directivo compartió la experiencia del centro que dirige y su visión sobre el ecommerce y cómo transformará la experiencia del cliente… Leer más

Publicado en CCN

“El rol de las personas frente a la tecnología

debería ser un compromiso para mejorar el trabajo humano”

Con motivo del 14° Congreso Nacional de Crédito & Cobranza, Business Revolution, organizado por CMS Group, José Núñez, presidente de HCD BPO Services fue convidado a formar parte de un Panel en el evento.


Bajo el título: “Construyendo la Cobranza 2020”, en el mismo lo acompañaron Mariana Muñoz del BCP – Paolo Simoni de Financiera Efectiva y Hugo Tuesta Presidente de ANECOP.

En una charla exclusiva, José Núñez, nos cuenta su visión sobre el tema, la incidencia de la tecnología en la industria de cobranzas y rescata el valor del trabajo humano en el proceso… Leer más

Publicado en CCN

Mindpearl Recognised For E-commerce Excellence

Suva based Business Process Outsourcing (BPO) Company Mindpearl is a shining example of the reach a locally based company can achieve globally through the use of innovative e-commerce platforms.

The company provides contact centre services to some of the global iconic brands such as American Airlines, Malaysia Airlines, Lufthansa, Swiss & Brussels Airlines and DHL, putting Fiji’s name amongst the top BPO nations in the world.

It was this drive, ethos and achievement of Mindpearl that was rewarded during the Prime Minister’s International Business Awards as it won the Excellence in E-Commerce Award. Proudly supported by Vodafone, the Excellence in E-Commerce Award recognises a company who through its innovative e-commerce channels has been able to market its products beyond our traditional partners.

Be it innovative website or social media sites, the Award is presented to a company who could not be deterred with Fiji’s distant location from major trading hubs such as Asia and Europe in marketing its products and services.

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Publicado en CCN

Florida medical call center operator to bring 200 jobs to Spring Hill

A Florida-based provider of medical answering services plans this month to open a location in Spring Hill that will house roughly 200 call center agents and triage nurses.

The 15,000-square-foot facility at the Workforce Development & Conference Center at Northfield will be the third business location for Delray Beach-based Call 4 Health, which also operates a cell center in Linthicum Heights, Maryland.

Call 4 Health is taking over space previously occupied by 24/7 medical and urgent contact services provider Call 2 Answer. The company joins IBEX Global call center operation among tenants at the Northfield building next door to General Motor’s Spring Hill campus

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Publicado en CCN

Teleperformance Expands Its Latin American Operations into Peru

Teleperformance (Paris:RCF), the worldwide leader in omnichannel customer experience management, today announced its expansion into Peru. Teleperformance Peru, located in the main financial and business district of Lima, will operate 500 workstations and open this year.

“Peru is one of the most attractive countries in Latin America for investment in customer experience management activities. It has not only a significant domestic market, but also a great location, people and conditions for the export of services,” said Agustin Grisanti, CEO, Teleperformance Spanish Iberia & South America. We are excited and optimistic about our operations in Peru, and are working to identify the best passionate and talented individuals from around Lima to join our global team.”

The opening of the Lima site will expand Teleperformance’s presence in Latin America to ten countries: Argentina, Brazil, Chile, Colombia, Costa Rica, Dominican Republic, El Salvador, Guyana, Jamaica and Peru.

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Publicado en CCN

DATAMARK Among the 20 Most Promising Contact Center Technology Providers for 2017

DATAMARK, Inc., a global provider of business process outsourcing (BPO) and contact center services, was featured in the cover story of CIOReview Magazine’s July 2017 contact center technology special edition. DATAMARK was selected for the magazine’s list of the 20 Most Promising Contact Center Technology Solution Providers for 2017.

The cover article, featuring an interview with DATAMARK President Bill Randag, chronicles DATAMARK’s continued expansion into the outsourced contact center space. DATAMARK provides contact center services to clients across a wide variety of sectors, including: inbound customer service for financial, healthcare and retail services, government 311 non-emergency hotlines, customer support for telecommunications companies and marketing fulfillment programs, and over-the-phone language interpretation services.

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Publicado en CCN

TransPerfect to Open Costa Rica Contact Center and Anticipates Hiring 120 New Employees

TransPerfect, the world’s largest privately held provider of translation services and technology solutions for global business, today announced the opening of a new contact center in Costa Rica. The facility will seat 120 new employees, most of whom are expected to be new hires from the greater San José area.

Located in the Greater Metropolitan Area (GAM), specifically in Alajuela, it is the company’s first contact center in Central America. The decision to establish a presence here was due to Costa Rica’s impressive reputation in the sector as well as its economic stability, a trait that has led to it having one of the highest rates of foreign direct investment per capita in Latin America.

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Atento Extends Partnership in Brazil with Itaú

Atento today announced it has extended its partnership in Brazil with Itaú, a leading financial institution in the region.

Alejandro Reynal, Atento´s Chief Executive Officer, commented, «Itaú has been a valued client of Atento’s for many years and we are pleased to expand the level of services we provide to them. Importantly, we will leverage the industry leading capabilities of RBrasil, a company we acquired in 2016, to serve Itaú’s increasing demand for end-to-end collections solutions. The expansion of our relationship with Itaú is consistent with our long-term strategy to continue to lead in core voice services; diversify into higher-value add solutions, especially with financial services clients; and accelerate growth in digital services…

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Publicado en CCN

Lenovo Selects Atento as Strategic Partner for Contact Center Customer Relationship Management in Brazil

Lenovo, a leading company in providing innovative consumer, commercial and enterprise technology, has just settled an important partnership with Atento S.A. (NYSE: ATTO), one of the world’s leaders in customer management and business process outsourcing services, aiming to enhance its relationship with consumers and businesses.

The new operation will take place in the city of São Paulo and will have a highly-qualified team of professionals within the industry. The agreement includes services focused on technical support, sales, back office and care for Consumer and Smart Device products…

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GSA rethinking how agencies buy contact center services, tech

General Services Administration officials said they could soon have a new follow-on contract to provide contact center services and technology to federal agencies. In an April 18 blog post, GSA officials said the new contract vehicle would replace the current US Contact indefinite-delivery, indefinite-quantity contract, which is set to expire in March 2018.

The US Contact contract vehicle provides agencies with contact center services for issues like citizen inquiry response through phone, email and automated communication.

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Publicado en CCN

Atento appoints Marcelo Geraldi Velloso as Executive Director for Multisector Businesses in Brazil

Atento S.A. announces the appointment of Marcelo Geraldi Velloso as Executive Director for Multisector Businesses in Brazil.

Prior to joining Atento Brazil, Mr. Velloso served as Atento’s Business Vice President in Mexico, where he was responsible for operations, clients and business development for the telecommunications, finance and multisector verticals.

Born in Belo Horizonte, MG, the executive holds a Bachelors in Economics from the Federal University of Rio de Janeiro and a General Management Graduate Certificate from Harvard University in Boston. He has over 20 years of professional experience in major companies in Latin America, especially in the banking and financial services sector.    Read more

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Atento receives the Top Employer certification for the seventh year running in Spain

atentoespaaAtento S.A. (NYSE: ATTO), the leading provider of customer relationship management and business process outsourcing services (CRM/BPO) in Latin America, and one of the three top providers worldwide, has received the 2017 Top Employer certification in Spain, which recognizes the best employers for the quality of employee conditions and the fostering of talent at all levels.

Each year, the Top Employers Institute carries out an exhaustive and rigorous analysis of the conditions that companies offer their employees. With the announcement of the 2017 results in Spain, Atento has received this certification of excellence for the seventh year running and has become the only company in the customer relations sector to obtain it.  Read more

Publicado en CCN

Appliance Recycling Centers of America Announces New Business Unit – Customer Connexx Contact Center

Speaking Listening Telecommunication Connecting ConceptAppliance Recycling Centers of America, Inc. (NASDAQ: ARCI), a leading provider of appliance recycling and retailing services, has announced a new business unit – Customer Connexx – an ARCA customer-care and contact center – opened in November 2016. Customer Connexx is a wholly-owned subsidiary of ARCA, Inc.

ARCA’s new contact center, located in Las Vegas, NV, supports scheduling and customer service for its current utility programs and other standalone ventures. The contact center seats 90 agents, with room for future growth. Customer Connexx provides a full suite of services, including inbound and outbound customer calls, chat, email, IVR solutions, and many other state-of-the-art call center capabilities.  Read more

Publicado en CCN

Genpact Leverages Artificial Intelligence to Transform Contact Centers into Profit Centers

genpactGenpact (NYSE: G), a global leader in digitally-powered business process management and services, today launched its Neural Chat Assistant solution that reimagines contact center operations with an artificial intelligence (AI) virtual advisor that dramatically improves the customer experience, and helps companies disrupt their market to gain competitive advantage. Neural Chat Assistant is the first of several planned solutions built on Genpact’s Neural Intelligence PlatformSM which combines the best of human experience with machine intelligence.

Most contact centers do not realize their full potential to improve customer experience. While chat is one of the fastest growing communication channels around the world—and the predominant one for millennials—most companies have yet to deploy advanced chat-based contact center solutions that decrease problem resolution times from minutes to seconds, reduce escalations, predict and answer next questions to avoid follow up inquiries, and drive consistency and compliance in processes.  Read more

Publicado en CCN

Frost & Sullivan nombra a CGS como la Compañía de Servicios de Contact Center del Año 2016 en Chile

gcsoutsoursolSantiago, Chile – 04 enero 2017 – CGS, un proveedor multinacional de aplicaciones de negocio, programas de eLearning y servicios de Contact Center, anuncia que fue nombrada como la Compañía del Año de Servicios de Contact Center de Chile. El premio, entregado anualmente, es adjudicado a compañías líderes en su industria, quienes implementan las mejores prácticas en crecimiento, innovación y liderazgo.  Leer más

Frost & Sullivan Names CGS the 2016 Contact Center Outsourcing Services Company of the Year in Chile

CGS, a global provider of business applications, enterprise learning and outsourcing services, today announced that it has been named Frost & Sullivan’s 2016 Contact Center Outsourcing Services Company of the Year in Chile. The annual award is presented to companies identified as industry leaders, delivering best practices in growth, innovation and leadership.

Frost & Sullivan’s global team of analysts and consultants conducted extensive primary and secondary research across the entire value chain to determine its Company of the Year award recipients.  Read more

Publicado en CCN

Italian Law Threatens Call Centres in Albania

call-cenThousands of jobs in Albania appear at risk after Italy passed a new law restricting the rights of Italian companies to outsource customer services across the Adriatic Sea.  Moves by Italy to clamp down on Italian companies outsourcing work to Albania have alarmed the government in Tirana, which fears thousands of jobs are at risk. An amendment that Italy passed on November to a law from 2012 on the rules about call centres raises fears that thousands of jobs in the call-centre sector could go.  Read more