Conexion One Overview

Linking you

to the

Spanish Language Community

Spanish Language Contact Center Outsourcing Solutions

Core Competency


Conexion One provides both Business Process and Contact Center Outsourcing Services towards the Spanish speaking population in the USA.

We manage and improve non-core functions - such as Customer Service, Sales, Collections and Procurement while enabling our clients to focus on their strategic agenda.

Conexion One provides a comprehensive solution portfolio that is flexible to support our clients business needs as well as assurance so that benefits are realized rapidly with the least amount of risk.

The benefits of outsourcing with Conexion One

Financial ValueOutsourcing allows companies to reduce costs through labor arbitrage, process reengineering and leveraging best practices and economies of scale.

Operational ValueThrough leverage of innovative processes, the latest technologies, and economies of scale, Conexion One drives change that results in greater efficiencies and standardization for our clients.

Strategic ValueOutsourcing allows for the re-distribution of time and resources to core business areas that directly impact shareholder value.


Delivery Methods

Inbound/Outbound VoiceLive agent, recorded message delivery, power-dialer, supervised transfers

Email/ChatInbound/Outbound message delivery, website, third party applications

SMSInbound/Outbound mobile telephone message delivery, proximity marketing

Social MediaFacebook, Twitter, LinkedIn monitoring, posting, competitive intelligence


USA Operations

Headquartered in Houston Texas. USA based program managers and support. In-house software development. Experts in the USA Hispanic marketplace. Industry leader in Spanish language based

services. Microsoft Gold Certified developer.


Mexico City Contact Center

3,100 agent seat capacity

2-acre secure compound with on-site security

50,000 SF building with earthquake protection

Full battery and 600 hour diesel generator backup

5X redundant Telco carrier facilities

3X redundant internet access

24x7 on-site network operations center

High secure bio-metric access with full video security

Redundant virtual server(s) with off-site data storage

Class-5 carrier grade ACD with 3X redundancy

Disaster recovery mirror center located in Toluca MX

Mexico Government certified


Conexion One Technology

Microsoft© Gold Certified Solution.

Designed to personalize customer specific needs.

Monitoring, screen recording, scripting and reporting.

Exclusive “look-ahead” program management.

Customer CRM integration.

Remote live call couching, monitoring and barge-in.

Skills based routing with inbound/outbound blending.

Predictive high capacity dialer with answer detection.

Outbound managed recorded message delivery.

Non-blocking inbound IVR.

Per-call/program caller ID morphing.


Our team is your advantage


Agent Recruitment

• Highest education rate in Latin America.

• 20+ accredited universities to recruit from.

• 50+ Technical colleges to recruit from.

• Local employment seminars.

• Advanced degree availability.

• Certified bilingual English and Spanish.

• Understanding of American Hispanic culture.


Agent Selection Process

AptitudeTest

PersonalityAssessment

BackgroundVerification Educa

tionVerification

AgentCandidate

All Agent recruits must meet stringent standards in order to be classified as an Agent Candidate and be accepted into our Core-X Training

1. Aptitude test that is a version of the USA General Education Development “GED”

2. Personality assessment based on overall teaming, work habits and communication skills.

3. Background verification on past employment, legal, criminal and work status.

4. Verification of all attended high school, university and college.


Agent Candidate Training

1

23

4

5

6

Agent CandidateOrientation

ACD SystemProcess and Control

iKTK CRM SystemProcess and

Control

Call Center Simulator

Brand and Program Selection

Language and Personality Skills

BrandAssignment

BrandTraining

Brand Team

Member

We invest over 160 hours on each individual Agent candidate training before they are qualified and accepted into a specific program.

CoreTraining


Brand Team Member

• 6.2 year average employment term within our centers.

• Our team ecosystem is open and supportive of each other.

• Objectives will not be assumed by the team until the

objectives are clearly understood by all members.

• We promote and award mutual trust and support.

• Awarded for exceeding results.

• Extremely proud of their brand they work for.


Four key factors in selecting a Spanish language

contact center solution

1. Use a Spanish language dialect that is common toward your intended audience.

2. Match personalities to specific programs.

3. Have an understanding of telephone etiquette within the Hispanic marketplace.

4. Adhere to mannerisms that are customary within your customer set.

Dialect

Etiquette

Personality


Mannerism

English Language in the USA has over 15 diverse but subtle Dialects, Personality, Etiquette and Mannerisms

Most people can recognize at least three1. New York2. Southern3. Minnesota


70% of Spanish language in the USA has one common form of Dialect, Personality, Etiquette and Mannerism.

Mex

ico

Origin


A measurable rate of success is obtained by using the most common Spanish dialect spoken in the USA.


2009 survey into US Hispanic market measuring overall satisfaction with outsourced Spanish language contact centers

Dialect Etiquette Personality Mannerism0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

MexicoCentral AmericaSouth America

Satis

facti

on R

ate

Call Center Location

Global Outsourcing ReportMexico Business Risk Summary

Risk DimensionsPOLITICAL RISK: • Lower overall risk than other off-shoring destinations.• Very stable government.• Free market economy including close allies with USA.LEGAL RISK:• Adequate legal system and copyright and trademarks are aggressively enforced.• NAFTA regulations add trade stability and protection.CULTURAL RISK:• Mexico’s geographic proximity and similar time zones mean close commercial ties.IMIGRATION IMPACT:• Initial reports are confirming that the immigration impact for every one position

placed in Mexico keeps two people from illegally immigrating to the USA.

Mexico


South America Central AmericaMexico

Global Outsourcing ReportLatin America Business Risk Summary

Medium Risk


Some 52% of US Hispanics report speaking primarily Spanish , while 43% say they speak mostly English.

Among Hispanics surveyed, a study found that regardless of language spoken, Hispanics overall take advantage of their bilingual abilities by using, accessing and enjoying media in both languages.

1970 1980 1990 2000 2010 2020

4.7%14.6

22.4

35.3

47.8

59.7U.S.A. HispanicPopulationGrowth In Millions

Source: USA Census Bureau


#1 Growth Opportunity this decade

Hispanics are American’s fastest growing market segment.

It is recommended that in a business, it is always good to target the majority, and as time goes by, Hispanics are fast fitting that definition.

The U.S. Hispanic purchasing power has been estimated at a staggering $870 billion in 2008, and continues to grow.

By the end of 2015, it is estimated to reach as much as 1.3 trillion


USA Hispanic purchasing power

Companies that trust Conexion One with their Spanish language customers


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Conexion One is interested in helping you


• Reduce overall cost by 60%

• Increase results by 80%

• Small test and evaluation programs available.

• Only pay for the hours used.

• Process the calls from your location.

• Service Level Agreements

• Our technology seamlessly integrates with yours.

• Gain more control.1-877-486-4239 www.conexionone.com [email protected]

http://www.conexion-one.com/

mailto:[email protected]