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Why Offshore call center in Argentina?
An Answer to Donna Fluss’ “Successfully Navigating the Offshore
Outsourcing Waters” Call Center Magazine
<http://www.callcentermagazine.com/shared/article/showArticle.jhtml?articleId=19400349>
In her article on Successfully Navigating the Offshore Outsourcing
Waters, Donna Fluss raises some issues pertaining the socio-economic
factors enterprises must review before committing to a country and a specific
Contact Center outsourcer.
In this white paper we hope to answer some of these issues showing why
companies should outsource Contact Center services in Argentina and why
Actionline (http://www.actionline.biz/)
is their best choice there:
· Accessibility: How long does it take to travel to the
outsourcer?
Argentina is conveniently located 8 hours from Miami, FL and 12 hours
from Madrid, Spain.
It has a two-hour time difference with the US East Coast, and a four-hour
difference to Western Europe.
· Language: Does the population speak the language of the
customers? Do they speak English?
Argentina’s official language is Spanish, and therefore it can very
easily engage in operations with the US Hispanic market, Mexico, Spain
and Latin America.
Argentina has always had an important English speaking population due
to the large number of bilingual private schools where English is taught.
This, together with a 15MM population in the Metropolitan Buenos Aires
area, helps provide a significant labor pool of skilled bilingual employees.
Due to its multi-site, multi-country presence, Actionline is also able
to provide Portuguese language solutions through its ccontact center located
in Sao Paulo, Brazil; as well as Spanish and English form its center in
Santiago de Chile.
· Accent: Is the accent acceptable and understandable
to the customers?
Argentinean accent is acceptable and understandable to the customers both
in Spanish and in English. It’s a fact that Americans have a tendency
to understand more clearly the English spoken with a Latin accent compared
to accents from other regions.
Despite the normal acceptance, our agents go through a mandatory accent
neutralization session that is included in the training process. This
is done both for English and Spanish speaking operations. During these
sessions, agents are expected to replace local vocabulary and start using
and getting familiar with the way of speaking of the target market.
· Quality: Will the quality of service match or exceed
the previous quality of service provided?
Quality Level is backed by the experience and service provided working
for Top multinational corporations for more than 10 years. We offer Service
Level Agreements monitored both by our in-house QA staff as well as Third
Parties or the clients’ own QA staff to ensure that the expected
levels of satisfaction are reached.
· Education: Is the population of available resources
adequately educated to work in a CC?
Primary education in Argentina is free and compulsory from ages 6 to 14.
In 2003, 4.9 million pupils attended primary schools; 3.8 million attended
secondary and vocational schools. Argentina’s literacy rate of 97%
is one of the highest in Latin America.
· Miscellaneous: Does the CC staff understand the culture
of the client’s corporation and its customers?
Argentina’s population is mainly from European decent and has kept
strong cultural ties to its countries of origin. The management and staff
of Actionline also have a clear understanding and comprehension of US
business practices. Buenos Aires is a very cosmopolitan city and everyday
life in it resembles other western countries.
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