Santiago, Dominican Republic Call Center Outsourcing
Location Overview:
- Founded in 2004
- Partnered with Golden Gate BPO in 2007
- Over 760 workstations with capacity to scale
- Bilingual, including English, Spanish, French and French Creole
- Multichannel service capabilities
- Deep understanding and engagement across several markets and industries; cultural affinity to US markets
- Operating 24 / 7
Core Capabilities:
- Voice
- Customer service
- Collections
- Activations
- New product / service sales / subscriptions
- Cross-sell / up-sell
- Billing explanations or payment applications
- Order processing
- Retention
- B2B and consumer sales
- Lead generation
- Appointment scheduling
- Welcome calls
- Surveys
- IT business solution selling
- BPO
- Email
- Chat
- Data entry
- Campaign setup
- QA review
- Software development and applications
- Customer Service
- Hardware and software assistance
- Support via chat and remote desktop assistance
- Computer diagnostics
- Support for installations of hardware, software and applications
Benefits and Differentiators:
- Market Leadership
- Established in 2004
- Leader – CRM contact center outsourcer in Santiago, DR
- Scalable, global delivery platform
- Financial Strength
- Parent company D’Clase – long term investment in diversified businesses
- Investments include telecom, internet, cable, satellite TV, technology, healthcare and manufacturing
- Ability to Deliver
- Consistent KPI achievement
- Consistently high CSAT and QA scores
- Culture of continuous improvement
- Ability to scale quickly for both launch and growth
- CapEx and human resources
- Santiago location competitive advantage
- World-Class Operations
- Operational excellence
- Strategic technology partnerships, including with parent company
- Certifications including ISO 20000, 14001, 27001, COPC, PCI DSS, HFMA, PPMS
- Experienced Management Team
- Experienced and committed senior executives and management
- Management depth and stability + bench strength
- “Secret sauce” ensures that work philosophy is applied at all levels
- Prioritizes and ensures a great experience for employees and clients
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