W Pro Service

CONTACT CENTER

With our remote nearshore contact center, you’ll have access to a team of highly skilled professionals who are dedicated to providing exceptional customer service. We are committed to ensuring that every interaction with your customers is positive, helping to build loyalty and drive repeat business.

Our team is equipped with the latest technology and tools, allowing us to offer a range of services including inbound and outbound calls, email support, live chat, and social media management. We understand that every business is unique, which is why we offer flexible solutions that can be customized to meet your specific needs.

Our catalog of contact center services includes:

VENDOR MANAGER/LEADERSHIP MANAGEMENT SYSTEM

Our Vendor Manager is prepared to be a Team General Manager responsible for managing the relationships with external vendors, identifying and selecting who can provide the products or services needed by the contact center. 

They will negotiate contracts that clearly define the terms and conditions of the relationship, including pricing, delivery, service level agreements, and other relevant terms, always looking for the best available vendors on the market.

The definition of standards is an important aspect within our organization; it is essential to ensure that the expectations and requirements of your company are met.

WORKFORCE MANAGER/WORKFORCE CYCLE

We are committed to helping you achieve your business goals. Our platform is easy to use and can be customized to meet your specific needs. Whether you need to improve performance, reduce costs, or enhance employee satisfaction, our workforce cycle solution is the ultimate tool for success.

We will be in charge of planning, monitoring the forecast and optimizing the development of the different areas involved, in the scouting of the most suitable staff for the project along with real-time monitoring services.

QA (QUALITY ASSURANCE) QMS

Quality Assurance is not just a necessary step in product development and delivery; it is a winning factor that can set your business apart from the competition. In today’s highly competitive market, quality is no longer just an attribute; it is a differentiator.

Defining the best QMS (Quality Management System) for your business requires a collaborative effort between your organization and our QMS experts to find the one that best fits your project.

We continuously monitor the QMS to ensure that it is meeting your organization’s needs and objectives, using CCA (Contact Center Analytics) to identify areas for improvement and implement changes to the QMS to ensure that it is continuously improving and evolving to meet your organization’s changing needs.

CURRICULUM DEVELOPMENT & TRAINING

Our process of designing, implementing, and evaluating educational courses, programs, or learning experiences involves determining the goals and objectives of the curriculum, selecting appropriate content and instructional methods, and deciding on assessment and evaluation strategies to measure the effectiveness of the curriculum.

  • Virtual Clases: Our Virtual Classes allow contact center agents to participate in training from any location with an internet connection, which can be especially beneficial for remote or geographically dispersed teams. We deliver training sessions or courses using online tools and technologies, rather than traditional in-person classroom settings. We take care of the complete design of: content development, technology selection, scheduling and invitations, classroom setup, facilitation, evaluation and assessment.
  • Rate Knowledge: Using our experience as headhunters, we are constantly developing methods to rate knowledge, in order to ensure that trainees have a comprehensive understanding of the material and are able to apply it effectively in a real-world setting. Regular assessments and evaluations also provide an opportunity to identify areas where additional training or support may be needed, and to continually improve the training program.
  • Defining a LMS: We Offer a custom-made Learning Management System (LMS) to meet the specific learning and training needs of an organization or educational institution. Unlike off-the-shelf LMS solutions, a custom-made LMS is tailored to the unique requirements and specifications of the organization, such as the type of content, user roles, assessment and evaluation methods, and reporting and analytics features.
  • In order to define a custom-made LMS, we consider the following elements:
  • Purpose: Clearly define the purpose of the LMS, such as training employees, providing professional development to teachers, or delivering online courses to students.
  • Features and functionality: Identify the specific features and functionality that the LMS should have, based on the learning needs and objectives. This may include course creation tools, assessment and evaluation features, social learning features, and reporting and analytics tools.
  • User interface and experience: Determine the user interface and experience that will be most effective for the target users, such as a simple and intuitive design, mobile responsiveness, and personalized learning paths.
  • Integration: Consider the integration of the LMS with other systems and platforms that are used by the organization, such as HR systems, content management systems, and social media platforms.
  • Security: Ensure that the LMS is secure and protects the privacy of user data, including personal information, login credentials, and assessment results.
  • Maintenance and support: Plan for the ongoing maintenance and support of the LMS, including regular updates, bug fixes, and technical support.

PROJECT MANAGEMENT

You will have at your disposal our team of Project Managers who will work with you every step of the way to ensure a smooth and successful implementation, from assessing your current operations and identifying areas for improvement to designing and implementing a new contact center solution that is tailored to your specific needs.

Looking for a contact center service that can help you provide exceptional customer experiences and drive business growth? Contact us today to learn more about our comprehensive range of contact center solutions and how we can help you achieve your business goals.