llcc english
TRANSCRIPT
World-Class Service Contact
Center
BPO
ITO
World-Class Service Contact
Center
BPO
ITO
Founded in September 2010, LL Contact Center is the first Multilingual contact center, BPO/ITO service provider in Tegucigalpa, providing access to one of the largest bilingual workforces in Central America. LLCC is designed with latest generation technology to offer secure high quality services at a competitive price.
CommitmentDiligenceIntegrityServiceExcellence
WHO WE ARE
LLCC has installed capacity to scale to 500 + agents with robust inbound, outbound and Back Office capabilities.
To be a leader in Contact Center, BPO/ITO services, adding value to all of our costumer’s processes through solid and mutually beneficial alliances, doing our job with commitment, diligence, integrity, service and excellence.
To be a perfect extension of our customers through Contact Center, BPO/ITO solutions designed especially for their needs, with high quality standards, top of the line technology, knowledge, processes, honesty and accuracy.
VISION
MISSION
LLCC can improve quality, efficiency and availability, while providing cost saving of 15% to 20% for organizations looking to outsource one or more of their business process or acquiring contact center services.
We provide value to our customers by having a strong value chain, understanding our customer’s objectives and allocating all the necessary resources for fast growth and scalability.
o Clearly defined KPI
o Best talent
o Best technology
o Scalable Infrastructure
o Secure Data Management (PCI
Compliant)
o Efficient processes
o Continuous Quality Assurance
o Best Training and Coaching programs
LLCC VALUE PROPOSITION
OUR VALUE CHAIN
o English and Spanish communication
capabilities
o Neutral Accent and cultural affinity
o Fast Growth
o Personalized services with quick
response
o Zero cost of ownership
o Overall cost reductions
ADDITIONAL ADVANTAGES
SERVICESLLCC offers a variety of services in multiple verticals, including:
CONTACT CENTERo Customer Service
o Help Desk
o Surveys
o Inbound / Outbound Telemarketing
o Collections and payment reminders
o SMS Broadcast
o Interactive Voice Response (IVR)
o Automatic Call Distribution (ACD)
o Automatic and Predictive Dialing
o Voice Message Broadcasting
o Upselling and Cross Selling
o Appointment Setting
o Inbound / Outbound Sales
o Inbound / Outbound Telemarketing
o Virtual Executive Assistant
o Multichannel Communications (Phone / Chat / SMS / Social Media)
o Back Office
o Quality Control
o Virtual Executive Assistant
o Appointment Management
o Order Taking
o Data Capture and Analysis
o Translation Services
o Dictation Services
o Workflow Management
o Service Automation
BPO
ITOo Technical Support
o Software and Web Application Development and Implementation
o Mobile Application Development
o Cyber Security
o Active Scanning for Vulnerabilities in Corporate Networks
o Cloud Services
o Linux and Windows Server Management
o Virtual PBX
TECHNOLOGYLL Contact Center is based on the latest in Call Center Servers and Communications
Technologies. Our Contact Center Technologies include:
o Biometric or Proximity Reader Access Security Points
o Uninterrupted Power Supply / Power Generator
o VMWARE & Virtual Platform, Including Licenses and Full Redundancy
o Clean Desk Policy and Paperless Environment Throughout the Company
o WYSE Thin Client Workstations
o 19” DELL Monitors
o PBX System (Asterisk)
o Cisco Firewalls, Routing and Switching
o Interactive Voice Response (IVR)
o Automatic Call Distribution (ACD)
o IBM X Servers
o Backup Technology
o Local IT Support
o Cloud Computing
o Close Circuit Cameras
LL Contact Center was carefully designed to be efficient in its management of resources, provide virtual and physical security and be highly scalable. We have a modern data center containing hardware from leading companies such as Cisco and IBM. LLCC provides the following infrastructure:
OUR INFRASTRUCTURE
o TDM Telephony through direct fiber lines with the three main telecom companies in the country: Hondutel, Tigo, Claro
o Redundant Internet connection through optical fiber (Maya, Arcos, Synergy)o High efficiency Uninterruptible Power Supply (UPS)o Power Generatoro Air conditioning in all working and training areas.o Conference room, training room, equipped cafeteria, dining room, and lockerso Ample parking for visitors and staff
SOFTWAREIn LLCC we use open source dialing software that runs on a robust redundant server platform. Additionally, we provide all the necessary technical abilities to promptly integrate with all dialer and CRM systems from our customers.
The different procedures of our Quality Assurance Department are implemented with the purpose of improving customer experience and eliminating inefficient operations and practices. LLCC recognizes that to become the number one choice for our customers we need to go beyond traditional. This motivates us to diligently perform the following quality assurance activities:
QUALITY ASSURANCE
o Monitor calls in real time in order to identify weaknesses and enhance the strengths of the process, agents, or other relevant factors.
o Implementation of evaluation standards according to the requirements of each campaign; these standards are for weekly and monthly assessments of each agent and are fine tuned to contribute to key performance indicators.
o Progressive and positive reinforcement training in which, after explaining the process to the agents, they are introduced to the concepts of call monitoring, evaluation based on recordings, self discovery and individual participation in the process.
OUR CARE SPECIALISTOur team includes specialists in the areas of contact centers, BPO and ITO. Proven skills, experience and advanced education are some characteristics that all our specialists share. Our talented operations, information technology, management and quality control personnel make it possible to exceed our customer’s expectations.
Staff recruitment in our company is a process aimed to attract qualified candidates that will be loyal to the company. That is why our main recruitment method is through internal referrals. To reinforce our recruitment objectives, we make use of other sources of candidates, such as: university and college visits, publications in key city newspapers, social media, television commercials, radio and job fairs. The selection process begins by analyzing the profile and resume of each candidate; we then assess the competences of each candidate through a series of interviews and group activities that help us examine the various important characteristics we strive for in our staff. Additionally, we believe that the opinion of our customers is very important. Once we have selected a group of candidates, our customers have the opportunity to conduct one or more additional interviews to each of candidates.
RECRUITMENT
TRAININGOur agents are representatives of our customers. That is why our training programs include product training, CRM and dialing software training, customer service skills, leadership development, and communication skills. We also work closely with our customers to provide campaign and product specific trainings for their representatives in ongoing projects. The training process does not end at the beginning of a campaign; it becomes a recurring process in which our Quality Assurance Department conducts performance tuning and customized training according to the strengths and weaknesses of each individual.
Carlos Rivera Ferrari Founder of Grupo Rivera is a graduate from the prestigious Emerson College School of Communications class of 1988. A well-known entrepreneur in the Central American area with years of experience in advertising sales, exporting of ethnic products to the USA & European Union as well as other noteworthy projects.Mr. Rivera Ferrari belongs to a number of social and professional organizations inside and outside of his native Honduras, including Televicentro and Emisoras Unidas both leading local media groups,
BOARD OF DIRECTORS AND OFFICERS
LLCC has over five years in the business, serving mostly regional clients, but our experience far exceeds the two years the company has been active. LLCC is managed by Manfred Alvarez, a pioneer in the call center business and an executive with over 13 years of experience in serving the international market.
EXPERIENCE
LLCC assigns a dedicated account manager to each of our clients/partners, being so responsible for day to day account management. LLCC´s executive management is dedicated to customer satisfaction, and is always available to assist in resolving any customer issues.
ACCOUNT MANAGEMENT
NETWORK MAP
https://www.youtube.com/watch?v=6MCrd_hhpr4
WATCH US ON THE TUBE
LISTEN OUR SAMPLE AUDIOShttp://www.llcontactcenter.com/about-our-staff/audio-samples/
KNOW OUR PLACE
QUALITY ASSURANCE ROOM
LOBBY THE FLOOR
TRAINING ROOM
OPERATIONS MANAGER OFFICE CONFERENCE ROOM
Edificio Costa Beck, Colonia Lara, Frente al Hospital Tórax Continuo a el PANI, Segundo nivel.www.facebook.com/llcontactcenterwww.youtube.com/llcontactcenterwww.twitter.com/llcontactcenterwww.llcontactcenter.com
Edificio Costa Beck, Colonia Lara, Frente al Hospital Tórax Continuo a el PANI, Segundo nivel.www.facebook.com/llcontactcenterwww.youtube.com/llcontactcenterwww.twitter.com/llcontactcenterwww.llcontactcenter.com
Tel: 504 2232-93001 888-416-1563
www.llcontactcenter.com
Tel: 504 2232-93001 888-416-1563
www.llcontactcenter.com
For our English Speaking Agent Samples: Please visit our youtube channel or website.