ADMA Telecom TELEVISA - BLACKSTONE. * USA Customers with which we managed to occupy 40 positions over 80 bilingual counselors.

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2 About Us American Call Center is a multichannel contact center with integrated personnel and services. Ecuador s industry-leading call and contact center, ACC begins its operations in 2001 with 120 positions aiming to provide a call center services to the international market. Among his first clients are: ADMA Telecom TELEVISA - BLACKSTONE. * USA Customers with which we managed to occupy 40 positions over 80 bilingual counselors. In 2003 with experience gained at international level, we ventured into the local market and transfer our experience to the domestic market being the first customers: CASA TOSI - BANCO PICHINCHA - ETA FASHION. By 2014, it has more than 900 positions nationwide with over 1900 employees, with state of the art technology and a range of clients that make ACC the company's largest and more efficient call center in Ecuador. 1

3 About Us YOUR BEST OPTION IN CONTACT CENTER American Call Center offers its clients a wide range of services developed by our experts and designers to meet the necessities of your business or industry. Our highly trained and committed personnel are the main efficient tool in offering solutions to your costumers needs. Our organizational values are: ATITUDE - COMPROMISE - QUALITY Positioned as a leader in the industry in the Ecuadorian market since 2000, with extensive experience managing local and international organizations from various sectors such as: Telecommunications. Banking & Insurance. Consumer products. Pharmaceutical. Department Stores. and other industrial, commercial and / or service sectors. 2

4 Our Structure Flowchart: Has allowed us to establish and clearly define a system of duties, rights and activities that each person has to develop, managing work optimally together, achieving goals and objectives set in the planning of each area of the company in general. This structure has let us obtained: Effectiveness: Facilitates the contribution of each individual to achieve the objectives of the company. Efficiency: Helps to obtain the desired goals with the least possible cost. 3

5 Today AMERICAN CALL CENTER has managed to create an optimal coordination while providing the best and most efficient support of industry-related contact center services and manage quality processes and strategic partnerships enabling him to be a step forward in the Ecuadorian industry. ACC - ACC - Improving Quality STANDARDS. ISO and OHSAS Certification. Quality and Occupational, Health, and Safety standards, applied to nine of our basic procedures. Aligned to COPC standard (Customer Operations Performance Center) with certificated leaders. Standards Certification Process designed specifically for Contact Centers that achieves greater customer satisfaction, maximize operational performance and improve revenue and reduce costs. Aligned to PCI DSS (Payment Card Industry Data Security Standard) Using the annual Self Assessment Form "D" (auto-evaluation). ACC - Managing Strategic ALLIANCES. Always with a modern vision on technological issues, American Call Center manages strategic partnerships with major industry partners. An example of this is Aheeva Technology, a Canadian company specializing in the management of multimedia contact centers and creative business solutions. It s software Aheeva CCS has been awarded as the best call center solution based on VoIP technology in various international exhibitions. - Last IT Conference & Expo 2001 Annual Call Center Exhibition

6 Today Rotation in contact centers. The monthly payment and the type of people who make up the workforce affect rotation in contact centers. Operating personnel usually mostly young students who do not seek a definitive work, but a job that can combine with the rest of your daily activities. "Regarded in the industry as a transient occupancy, motivates the average turnover reaches 10% per month. ACC LOYALTY Talent. ACC implements specific programs to evaluate the potential of its staff, organizes selection processes, training programs designed to meet specific future needs of key positions in the organization, to this must be added the motivational remuneration policy and plans linked to the achievement of objectives and individual performance. Better performance, GREATER RETRIBUTION. American Call Center, "maximizes the Professional Telemarketer figure" aiming to keep them loyal as employee maintaining rotation levels of 5% per month. 5

7 Today American Call Center has 2 contact centers spread across the major cities of Ecuador. In Guayaquil the economic center of the country where its main office operates, and in the city of Quito, its political capital. American Call Center Guayaquil Main Offices American Call Center Quito. Cofiec Building. Considered the largest contact center in Ecuador, manages a diverse portfolio of clients and businesses in different sectors, which placed him as a leader in the industry with a wide projected growth in Ecuador. With more than 900 installed and equipped with the latest technology possitions, highly trained staff operating under quality standards and comply with the highest levels of readiness in our experience acquired both locally and international positions. 6

8 Today Improving customer SATISFACTION. Customer satisfaction is a critical element in any contact center. One sure way to improve outcome and effective service is to accommodate to the preferences for customer service access. Integrating Communication CHANNELS. ACC not only provides multiple contact channels or means to access service, it integrates them also to give the opportunity to manage them effectively. Customers do not repeat information each time you call the call center for a given problem, reducing time resolution of cases and with information from their past interactions. The table shows the percentage of customers who have used a particular means of access to customer service. The line across the chart shows the percentage of customers who rated satisfactory service they received through that medium. Phone calls have the highest cost per interaction for all the services and support. The contact center services that integrate them, allow companies to migrate their customers to cheaper channels making significant savings. 7

9 What is a Contact Center? It is a specialized center focused on the management and treatment of customers through multichannel technology platforms, such as: Telephone, chat, , sms, web, etc. Allows a flexible and efficient information management both users and services to companies in various sectors that require attention to improve its customers services. Fidelizing, making profitable operation and generating value for their businesses. The most added value that provides a well-equipped contact center is to record the history of contacts, regardless of the communication channel, promoting a better service to their customers. 8

10 Our Advantages HUMAN RESORCES STRUCTURE: In relationships with clients, the quality of service and results depend of the people in the center Contact. Our Human Resorces Policy is based on one objective: Getting a customer-oriented organization. For this we equip our team with the necessary means in terms of selection, training and professional development. American Call Center provides human capabilities required by your organization and develop skills and potential skills of the individual to improve their job performance. SELECTION TRAINING - EVALUATION PERMANENT TRAINING 9

11 Our Advantages OPERATING STRUCTURE : The best contact center industry practices, oriented to your business. ACC provides the best KNOW HOW practices of the contact centers business to operate. Elements that will effectively and efficiently manage their resources, exceeding expectations of its customers and users, achieving both quantitative and qualitative results. Our structure will give you: Telephone advisers 24/7. Newsgathering requires by design and frequency. Advising geared to each type of business. 10

12 Our Advantages QUALITY STRUCTURE: Quality is one of the most variable strategic and the most influential in the service. " The structure of quality control will help you to synchronize all aspects of the performance of your contact center, including personnel and processes. In addition, identify customer interactions that allow their evaluation and improvements to complete the cycle of the service provided. This approach will provide reduced costs, improved customer satisfaction and better alignment of the service provided. The benefits include : Training of staff. Evaluation and management of service provided. Constant monitoring of operation. Enhanced customer experience. Optimization processes. 11

13 Our Advantages TECHNOLOGICAL STRUCTURE: "Technology is part of the strategy." This ensures flexibility and speed of response, and ensures integration with customer applications. Automation and the development of tools that promote productivity and optimize the service to be provided. ACC offers its clients a highly trained team of information technology, hardware, software, operating positions automated and equipped with the latest technology. Online reports. Interaction with customer applications. Custom created CRM. Call Recording. 12

14 What do we Offer? INBOUND CAMPAIGN - RECEIVING CALLS. "CUSTOMER SERVICE, Building Relationships" Maintaining high levels of satisfaction through accurate and timely responses to the needs of its customers resolutions, resolving questions, concerns or problems, delivering personalized attention through various means such as: numbers 1800, 1700, conventional, VoIP communication, , fax, or others. Among the services we offer: General information on products or services. Care and handling of complaints and grievances. Taking orders. Help desks. Incoming "SALES" Telemarketing. OUTBOUND CAMPAIGNS - ISSUING: "TELEMARKETING, instrumental in its Business Strategy To establish interactive, continuous relationships with potential customers through segmented data bases, generating a large volume of data to obtain information on the preferences of their customers. It will reveal unmet needs, BUSINESS OPPORTUNITIES, information that will help develop strategies to facilitate increased uptake of business and a better understanding of the possible ways of growing your business. Among the services we offer : Pure Telemarketing "Phone Sales". Market Surveys or Service. Updated database. Customer loyalty. Confirmation of appointments. 13

15 What do we Offer? WEB COLLABORATION. SENDING , FAX & SMS Service focused on the most attractive channel today - INTERNET. With the continuous increase of users business opportunities multiply and businesses need targeted and specialized services that enable them to meet visitors to your web site.. Managing with maximum simplicity the sending and tracking of e@mail, fax and SMS messages to customers, partners and employees, as a new way to direct, economical and effective communication. You can inform customers about new events and promotions. INTEGRATION WITH SOCIAL NETWORKS ACC adapts to changing concepts of customer interaction, allows the integration of different social media channels, integration to help you better manage and answer your clients. OTHER SERVICES: Sale and rental of solution Aheeva CCS. Self-Care. Implementation of Central Asterisk. IVR Deployment. Contact Center Management Training. Audit program and quality monitoring. 14

16 Who have trusted us? We are the leaders in full service contact center, contributing to exceed the expectations of our customers. Here are some companies that have relied on American Call Center services. BANKING & INSURANCE SECTOR. 15

17 Who have trusted us? MEDIA SECTOR SERVICES SECTOR 16

18 Who have trusted us? COMERCIAL.SECTOR INDUSTRIAL SECTOR 17

19 Who have trusted us? TELECOMMUNICATIONS SECTOR. PUBLIC SECTOR. 18

20 Who have trusted us? INTERNACIONAL CLIENTS IN COLABORATION WITH PANAMERICAN CALL CENTER. 19

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