Transforming the Customer Care Landscape with award-winning Nearshore Solutions Copyright 2015 SPi Global. All rights reserved. How SPi Global Nicaragua can transform your business No matter what industry you are in, delivering the best customer experience has become a key differentiator in attracting new business and in retaining customer loyalty. SPi Global’s facility in Nicaragua, our first in Latin America, offers distinct advantages with its skilled bilingual workforce, competitive costs, and cultural affinity with the US market. And just like its US and Asia-Pacific counterparts, clients can only expect the same top-notch performance, superior results, and 360º service delivery that SPi Global is known for. Managua, Nicaragua makes Top 100 Outsourcing Destination http://www.tholons.com/nl_pdf/Tholons_Whitepaper_December_2014.pdf
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Transforming the Customer Care Landscape with award-winning Nearshore Solutions
Copyright 2015 SPi Global. All rights reserved.
How SPi Global Nicaragua can transform your business
No matter what industry you are in, delivering the best customer experience has become a key differentiator in attracting new business and in retaining customer loyalty.
SPi Global’s facility in Nicaragua, our first in Latin America, offers distinct advantages with its skilled bilingual workforce, competitive costs, and cultural affinity with the US market.
And just like its US and Asia-Pacific counterparts, clients can only expect the same top-notch performance, superior results, and 360º service delivery that SPi Global is known for.
Managua, Nicaragua makes Top 100 Outsourcing Destinationhttp://www.tholons.com/nl_pdf/Tholons_Whitepaper_December_2014.pdf
Our Core ServicesInSPiring clients to focus on their business while we take care of their customer engagement needs
SPi Global is the BPO partner of choice for those who expect exemplary service, professionalism, 24/7 support, and reliable information every time. SPi Global’s customer solutions cover each stage of the customer engagement lifecycle – customer selection, acquisition, retention, and expansion. Our services satisfy not only the needs of the most discerning clients, but they also exceed expectations:
• Inbound and Outbound Solutions – A comprehensive suite of voice, online chat, social media, and SMS services that optimizes transactional deliveries to your customers 24/7.
• Account Management – 360º end-to-end services that include pre-sale, post-service, data capture, social media response, survey research and warranty services, and concierge/reservation services.
• Complaint and Issues Resolution – Live and online engagement services that logs case data, resolve customer complaints and issues, and engages post-engagement activities to prevent repeat occurrences.
• Enhancement Services – Cross and up-sell services that boost customer retention and extend the lifecycle of any client portfolio.
• Customer Acquisitions and Retention – Consultative Lean Six Sigma practices that place the proper mechanisms of generating sales leads, servicing business opportunities, and engaging collection activities that inclusively cut the cost of account acquisition.
Copyright 2015 SPi Global. All rights reserved.
Customer Care
• Loyalty and Retention Surveys – Designed to measure customer perception, speed/convenience of service, and satisfaction towards your continued efforts to build and grow your brand.
• Product Inquiries, Test and Learn, and Promotions Testing – Gaining insights to fast-track solutions, new ideas, broadcast, and connect through a suite of enhancement servicing channels.
• Lead Generation – Solutions to seek, validate, score and prioritize key buyers, and launch daily, weekly, monthly, and seasonal acquisition and retention activities for key promotions, services, and brand entries.
Market Survey and Research
Sales and Technical Support
• Order Management – Product information support, inventory availability, purchasing and receiving, and “capture – validation – fraud check – payment authorization – sourcing – backorder” services that place the interest of the customer first.
• Tier 1-4 Transactional Services – 24/7 day helpdesk, third party/software trouble shooting, service dispatch, Citrix Support, and remote desktop support that ranges from the most common (tier 1) to the most complex (tier 4) transactions
Industries we serve
Travel and Tourism
Energy and Utilities
Media and Entertainment
Information Technology
Healthcare
Retail and Membership Services
Financial Services
C L S SSPi Global
Our Strategic Services
SPiQ is the company’s strategic quality platform characterized by a distinctive system for business intelligence, quality improvement, and breakthrough innovation to drive the business.SPiQ highlights “Intelligence, Improvement, Innovation”, which represent the three prongs for quality that will benefit clients the most.• Intelligence – Allows Quality processes to
deliver the utmost level of Business Intelligence that drives your business performance.
• Improvement – We guide you on your journey towards Improvement via the Lean Six Sigma methodology using the Define-Measure-Analyze-Improve-Control (DMAIC) model.
• Innovation – We create and design new processes via the Lean Six Sigma methodology using the Design for Six Sigma (DFSS) model. A natural evolution into Quality maturity is the capability to innovate.
Quality and Process Management
Customized Training Solutions
SPi CLASS refers to SPi Global’s Customized Learning and Sustainable Solutions. It is an end-to-end learning solution that seeks to transform an organization to meet employee, customer, and business objectives. We are focused on: • Building seamless partnerships with clients to
develop training modules and programs • Designing measures and standards to evaluate
performance during classroom training and post implementation
• Seeing the results that transform an organization. We never stop until clients learn how to sustain results indefinitely.
With customer exchanges increasingly happening online, SPi Global launched SPi Engage, a cloud-based platform that optimizes customer response management and tracking across multiple channels.SPi Engage allows companies to listen, measure, and engage in relevant conversations across all online platforms — blogs, social networks, and public and private web communities such as Facebook, LinkedIn, and Twitter. Use of our tools have resulted to: • Higher Sales Conversion• Lower AHT• Improved NPS Scores
Social Media Response Management
Transform your business with a proven and experienced BPO partner in Latin America
Sean M. Alston Director of Marketing, CRMT (267) 923 8394M (215) 859 7127E [email protected]/crm
Latin America has emerged as a major force in the global outsourcing industry with its proven track record in providing voice and non-voice solutions for some of today’s Fortune 1000 companies. Managua, the vibrant capital city of Nicaragua, has been particularly cited for its relatively young, and skilled bilingual workforce. With over 50 universities and more than 110 technical institutions – nearly 80% of its population is under 40 years old, which translates to one of the industry’s fastest learning curves.
For its first facility in Latin America, SPi Global has chosen Nicaragua to complement its growing US and Asia-Pacific presence. Here are more reasons why SPi Global clients are considering a nearshore solution in Nicaragua:
“From our strategic engagements to our tactical and daily interactions with the Operation’s team, SPi Global has been voted as our Retail BPO Company of the Year”. Customer Care Executive from Leading eRetailer
“SPi Global has an extremely responsive team that communicates effectively and frequently”.Media & Entertainment Executive at Leading TV Satellite Provider
“I am pleased with SPi Global and their management team. We have maintained a good partnership for 3+ years, and their performance management is exceptional with the installation of their OPS governance model that is focused on improving campaign set-up and agent skill routing”. General Manager of Vendor Management at Global Bank
Why Nearshore – Perception Meets Reality
LANGUAGE PROFICIENCY• Deep pool of
bilingual talent• Accent neutralization
(Spanish and English)• Cultural flexibility
VALUE• APAC-Philippine pricing• Generous tax incentives• Industry low attrition
STRATEGIC LOCATION• Close proximity to the
United States• US time zone (Central) • Young workforce with
high IT and customer service aptitude
MODERN TELCO INFRASTRUCTURE• Fully privatized• 2,000+ miles of
