BPO Services2018-10-29T15:50:25+00:00

BPO Services

We bet on the quality of services to your customers and the business productivity.

[ EXTERNALIZATION STRATEGY ]

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Our adapted service provision mechanism allows us to improve the quality and reduce our clients’ costs by outsourcing business processes related to information, operation or management systems.

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In CMC Group we have the capacities, management models and methodology necessary to manage outsourcing or any service or business or technological process of our clients, especially those corresponding to the solutions we design and implement in them.

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We offer a customer orientation approach, with service models fully aligned with the business objectives of our clients and with the necessary flexibility to be the travel companion in the outsourcing of these services.

WHAT DO WE DO?

WE IDENTIFY

the processes and services to be outsourced and the benefits of outsourcing.

WE DESIGN

the outsourcing plan detailing its stages and identifying the risks.

WE DEFINE

the process of internal transformation necessary to undertake the change.

WE PLAN

the objectives, scope and model of provision of outsourcing services.

WE COLLABORATE

in the selection of suppliers or partners for the provision of services.

MONITORING

and control of the outsourcing process and outsourced services (management office).

[ OPERATION OF BUSINESS PROCESSES ]

Increase in the efficiency and flexibility of the businesses through the processes’ systematic management by reducing costs.

WHAT DO WE DO?

INCREASE

in the level of specialization and improvement of information.

ACCESS

to human, technological and methodological resources internally not available.

FLEXIBLE

organization with greater speed for change.

CONVERSION

of fixed costs into variables.

IMPROVEMENT

in the efficiency of outsourced functionalities.

QUALITY

in user satisfaction.

[ SALES PLATFORMS ]

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We know how important the customer experience is.

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Our organizational model for sales and customer service platforms are geared towards achieving their objectives with a strong focus on results and success.

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We apply a combined vision of business intelligence, technology and innovation to management that allows us to add value to the service, analyzing the trend of customers and markets and proposing improvements in processes.

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We operate services aimed at the different market segments: residential customer, SMEs, micro-SMEs, self-employed, large accounts, VIP clients.

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We cover the different channels, phases and approaches of sales processes: to potential clients, portfolio, online, lead recovery, portability management, scheduling, issuance campaigns, personal advisor, etc.

WHAT DO WE DO?

WE SUPPLY

information.

WE OPTIMIZE

processes.

WE MANAGE

sales and retention.

RESOLUTIVE

team with operational experience.

WE GUARANTEE

safety and efficiency in assistance.

WE IMPROVE

the efficiency of outsourced functionalities.

SPECIALIZATION

in sales processes.

WE MANAGE

different inbound services.

[ CENTER FOR THE ATTENTION TO CLIENTS AND USERS ]

Our Service Desk model, based on ITIL v3 and certified in ISO-20000, obtains the following benefits based on the specific recognition of the specialized care activity.

ADVANTAGES

  • Improvement in the quality  of service perceived by the user. A high customer orientation and dedication to service makes the client or user feel listened to and accompanied in the management of their problems and needs
  • Improvement of service providers’ efficiency, maintaining a high percentage of resolutions in the first instance, thus avoiding unnecessary escalations that allow the next levels to devote their resources to tasks that provide more value reducing, consequently, both management times and the overall cost of solving problems.
  • Provide an observatory of the quality and efficiency of the services as well as the perception of users and their needs. All this contributes to improving the management of change and increasing the overall efficiency of the services themselves.

[ OPERATION AND MAINTENANCE OF APPLICATIONS ]

We assume support, operation and administration of critical systems.

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ADVANTAGES

  • Integration of the centralized operation, support and administration in a team with high specialization.
  • Efficient use of resources and technology.
  • Access to methodological technical resources not available internally.
  • Improvement of the results and quality in software development.
  • Reduction of development time, testing, step to production, evolution, implantations, attention and resolution of incidents.