COSTA RICA'S CALL CENTER

COSTA RICA'S CALL CENTER

NEARSHORE Knowledge process outsourcing, surveys and focus group studies are some of the subsets of business process outsourcing that is becoming high in demand for the emerging Latino market in the United States. India, Eastern Europe, Philippines, Morocco, Egypt and South Africa have emerged to take a share of the LATIN AMERICA call center outsourcing campaign market. Yet, these countries do not have the language base to comply with the growing Latino demographics in the United States, Central and South America. China is also trying to grow from a very small base in NEARSHORE BPO call center outsourcing campaigns and will become a powerhouse with the growing Asian market. However, while the BPO call center outsourcing campaign industry is expected to continue to grow in India, its market share that once dominated the offshore piece is expected to decline in the next decade.

Costa Rica’s Call Center has a proven NEARSHORE track record of increasing the real productivity of a company due to the result of more productive internet tools or computer reporting methods of operating that make it possible for a worker to do more work overseas. Call center outsourcing campaigns NEARSHORE productivity gains are the result of shifting work to lower paid bilingual LATIN AMERICA call center agents.

COSTA RICA'S CALL CENTER RAINFOREST PINE WOOD STATIONS

The CENTRAL America Call Center OFFFSHORE can utilize rows of three customer service call center work stations for maximum control of growing BPO OFFSHORE campaigns.

The soft lighting combined with the high ceiling, natural Costa Rican rainforest pine wood promotes a pleasant sensation of a large working space for our OFFSHORE bilingual BPO Call Center agents. Your LATIN AMERICA bilingual outsourced campaign deserves a strong commitment to continue optimistic employee self-confidence so each dedicated call center agent continues to make a difference and have create value to your company.

Tropical plants always line the middle of the room to make a natural separation of OFFSHORE BPO campaigns on both sides of the telemarketing floor. This enhancement creates a wonderful CENTRAL America Call Center Industry experience for our OFFSHORE bilingual agents, clients and telemarketing management.

Our LATIN America call center OFFSHORE training will prepare your agents to ask an additional closing question, take the time to offer several options for a sale, avoid sidetracking and especially taking the most direct route toward the conclusion of each phone, chat or email interaction. A thank you for the customer’s time is required and made on every phone call regardless of the outcome. Your clients will appreciate you for not sacrificing the quality of your OFFSHORE BPO CENTRAL America customer support.

We clearly understand the importance of minimizing BPO handling time on the phone while still offering exceptional OFFSHORE call center service. A comprehensive analysis of different customer care calls will be conducted and results sent directly to you for review. Our OFFSHORE CENTRAL American Call Center wants you to feel more secure knowing that your English speaking Customer Care team is under control and well supervised, so that you may focus on areas of your business that require more of your time and attention

Our bilingual BPO OFFSHORE call center is able to offer you to the best and most effective in call center telemarketing training and customer attention through a professional work outsourcing environment and a highly structured BPO career development program. We produce future leaders in the OFFSHORING outsourcing industry, not laggards. Our Costa Rican Call Center always has the need for the experienced and those who desire to be a sharp executive secretary, patient customer service agent, highly skilled telemarketers and imaginative web designers and programmers.

We encourage you to visit one of our OFFSHORE LATIN AMERICA call centers on your next personal vacation or business trip to Central America's paradise, Costa Rica. While you are here, we would recommend taking an extra day of your trip to visit breathtaking virgin beaches, play golf next to the ocean, try your luck at deep sea fishing, explore tropical jungles, climb volcanos or just relax in natural hot springs. Come and see for yourself why call center outsourcing in Costa Rica is a perfect solution for your growing company and a powerhouse in the offshore BPO industry.


Costa Rica's Call Center can comfortably fit 250 customer service work stations.



http://www.outsourcingtocostarica.com/page_builder.php?page=outbound_bpo_campaign.php&Lang=EN

Costa Rica's Call Center 87KVA Wacker backup diesel generator

Our 87KVA Wacker backup diesel generator is capable of supplying full power to our entire infrastructure for eight hours or as long as the outside power fails.

"NEARSHORE Knowledge process outsourcing, surveys and focus group studies are some of the subsets of business process outsourcing that is becoming high in demand for the emerging Latino market in the United States. India, Eastern Europe, Philippines, Morocco, Egypt and South Africa have emerged to take a share of the LATIN AMERICA call center outsourcing campaign market. Yet, these countries do not have the language base to comply with the growing Latino demographics in the United States, Central and South America. China is also trying to grow from a very small base in NEARSHORE BPO call center outsourcing campaigns and will become a powerhouse with the growing Asian market. However, while the BPO call center outsourcing campaign industry is expected to continue to grow in India, its market share that once dominated the offshore piece is expected to decline in the next decade.

Costa Rica’s Call Center has a proven NEARSHORE track record of increasing the real productivity of a company due to the result of more productive internet tools or computer reporting methods of operating that make it possible for a worker to do more work overseas. Call center outsourcing campaigns NEARSHORE productivity gains are the result of shifting work to lower paid bilingual LATIN AMERICA call center agents.

COSTA RICA'S CALL CENTER RAINFOREST PINE WOOD STATIONS

The CENTRAL America Call Center OFFFSHORE can utilize rows of three customer service call center work stations for maximum control of growing BPO OFFSHORE campaigns.

The soft lighting combined with the high ceiling, natural Costa Rican rainforest pine wood promotes a pleasant sensation of a large working space for our OFFSHORE bilingual BPO Call Center agents. Your LATIN AMERICA bilingual outsourced campaign deserves a strong commitment to continue optimistic employee self-confidence so each dedicated call center agent continues to make a difference and have create value to your company.

Tropical plants always line the middle of the room to make a natural separation of OFFSHORE BPO campaigns on both sides of the telemarketing floor. This enhancement creates a wonderful CENTRAL America Call Center Industry experience for our OFFSHORE bilingual agents, clients and telemarketing management.

Our LATIN America call center OFFSHORE training will prepare your agents to ask an additional closing question, take the time to offer several options for a sale, avoid sidetracking and especially taking the most direct route toward the conclusion of each phone, chat or email interaction. A thank you for the customer’s time is required and made on every phone call regardless of the outcome. Your clients will appreciate you for not sacrificing the quality of your OFFSHORE BPO CENTRAL America customer support.

We clearly understand the importance of minimizing BPO handling time on the phone while still offering exceptional OFFSHORE call center service. A comprehensive analysis of different customer care calls will be conducted and results sent directly to you for review. Our OFFSHORE CENTRAL American Call Center wants you to feel more secure knowing that your English speaking Customer Care team is under control and well supervised, so that you may focus on areas of your business that require more of your time and attention

Our bilingual BPO OFFSHORE call center is able to offer you to the best and most effective in call center telemarketing training and customer attention through a professional work outsourcing environment and a highly structured BPO career development program. We produce future leaders in the OFFSHORING outsourcing industry, not laggards. Our Costa Rican Call Center always has the need for the experienced and those who desire to be a sharp executive secretary, patient customer service agent, highly skilled telemarketers and imaginative web designers and programmers.

We encourage you to visit one of our OFFSHORE LATIN AMERICA call centers on your next personal vacation or business trip to Central America's paradise, Costa Rica. While you are here, we would recommend taking an extra day of your trip to visit breathtaking virgin beaches, play golf next to the ocean, try your luck at deep sea fishing, explore tropical jungles, climb volcanos or just relax in natural hot springs. Come and see for yourself why call center outsourcing in Costa Rica is a perfect solution for your growing company and a powerhouse in the offshore BPO industry.


Costa Rica's Call Center can comfortably fit 250 customer service work stations.



http://www.outsourcingtocostarica.com/page_builder.php?page=outbound_bpo_campaign.php&Lang=EN
"

Costa Rica's Call Center 87KVA Wacker backup diesel generator

Our 87KVA Wacker backup diesel generator is capable of supplying full power to our entire infrastructure for eight hours or as long as the outside power fails.

"NEARSHORE Call center management Costa Rica organizes ongoing training by sitting with the hired bilingual call center agents periodically in order to listen to calls and discuss the strong points of the conversation while lending advice for areas of improvement. LATIN AMERICA Bilingual call center agents must understand and discover what transpires in conversations to convert a client into a sale or make a customer satisfied, not just what managers think should be said in order to keep a job at a NEARSHORE call center. An easy way to manage a NEARSHORE LATIN AMERICA call center is to monitor service levels and abandon rates of the agents. Outsourcing Companies NEARSHORE will clearly define to the call center what service level is appropriate for their business and ensure that it can be met in order to be successful. Correct NEARSHORE call center staffing levels are vital as well to ensure proper support to the BPO campaign.

COSTA RICA'S CALL CENTER TEAM LEADER


The NEARSHORE LATIN American call center customer service work station rows were set up specifically for close monitoring by the BPO campaign supervisors and telemarketing project managers.

All LATIN America call center monitor screens are completely visible from every angle to ensure that every NEARSHORE LATIN America Call Center agent on a phone call is working up to speed. An NEARSHORE bilingual CALL CENTER telemarketer that rushes through a script for fear of rejection can never match up equally to one of our LATIN AMERICA call center's well trained BPO sales executives and customer service agents. We will represent you and your company in the best light when selling your product or service.

As you would expect, a pertinent information checklist will be verified and double-checked for quality during each phone call to increase your odds of reaching the proper person by phone and those that want to do business with you. Our NEARSHORE BPO agents are trained to carefully repeat the information provided by the client so that both parties will avoid costly mistakes. At Costa Rica's Call Center, we like to ensure that the client was sincerely listening to our proposal and that their cognitive reasoning ability has been tested and verified. Every contact we make on the phone is not considered a telemarketing lead, only those that show a real interest in the product or service you are offering will be delivered.

A carefully crafted NEARSHORE TELEMARKETING cold call or customer service script, coupled with motivational training, will mentally prepare your BPO teams personality to make the maximum number of completed sales each day. One extra COLD CALL lead can make all of the difference to your companys bottom line and growth. Only the most dedicated, quick witted and endurance driven NEARSHORE BPO call center agents will be chosen for this most important outsourcing position. Costa Rica's Call Center will only entertain hiring those with the skill to successfully handle rejection gracefully while at the same time thinking outside of the box to make a sale or retaining a customer.

http://www.outsourcingtocostarica.com/page_builder.php?page=outbound_bpo_campaign.php&Lang=EN
"

Costa Rica’s Call Center Server Room.

The Server Room.

The center is able to incorporate your equipment into our network or configure our server room to work with your systems. The room is always locked, has restricted access and monitored 24 hours a day.

Our current inventory:

Cisco ASA 5510 w/ IPS module
Cisco 3550-48
Catalyst 356048 PS
Cisco IP Phone CP-7911
Dell Power Edge 2950
APC Smart-UPS Head unit
APC Smart-UPS Battery Pack
Cisco 2960-48TC-L
Cisco Pix 515
US Robotics 56k Modem
Cisco 7941 VOIP Phones
Sennheiser Phone Headsets
Plantronics Phone Headsets
Cisco Aironet 1130AG Wireless Access Point

Costa Rica’s Call Center customer service stations

Power Rows.

Every half row consists of six work stations for maximum control of large campaigns.

The soft lighting combined with the high ceiling, promotes a pleasant sensation of a large working space.

Tropical plants line the middle of the room to make a natural separation of campaigns on both sides of the floor.

Costa Rica’s Call Center work stations

The Floor

The call centers’ second floor can comfortably fit 140 work stations.

Agents have the luxury of fresh air, natural light, vaulted ceilings, tropical plants and high powered air conditioning units to make their work environment as enriching as possible.

Costa Rica’s Call Center Recreation Room

Work hard and play hard


Our call center encourages challenging activities for the agents during their break time. Stress is an unavoidable part of a call center experience and can be counter attacked.

Friendly competition is a great way to strengthen personal bonds, encourage new friendships and mold groups to work well together. Since childhood, strategic games were always the best way to assemble new groups of individuals for team building.

The ages of our agents range from 18 to 60 years old. We provide all types of entertainment to recharge their batteries for a second half push on the phones.

Costa Rica’s Call Center Locker Room

Secure Locker Area

After passing through security for a full bag check, the agents must place all personal belongings in an individually assigned locker with personal locks. The area is monitored 24 hours a day by guards and video surveillance.

Our call center has a 100% strict rule for the workstation area:

NO Cell Phones
No IPods
No Flash Keys
No Cameras
No bags.
No Excuses

Costa Rica’s Call Center Lunch Room.

Lunch Room

Our call center agents decided that picnic style tables fit best for our agents. Agents can form large groups of agents that are able to dine together.

There will always be space for one more at every table so no one eats alone.

The kitchen has every machine available for the agents. There is plenty of fresh Costa Rican coffee at the ready, microwaves, large refrigerator and a company employee to keep the entire area spotless.

Costa Rica’s Call Center Break Room

Recess

Our call center embraces the philosophy that an agent deserves rest and reward for a job well done. The break room has all of the basic entertainment essentials for a content and sharp employee.

We prefer that our agents spend thirty minutes increasing their competitive edge than outside smoking a cigarette. We encourage a friendly game of pool, mastering our video arcade machine, scoring the winning goal in a heated foosball game or cheering alongside your fellow co-workers for the local soccer team on television.

Our call center’s decision to give the agents a RECESS area is essential in team building and the core to our creative organization and success. Every time a major goal is reached, we invest in additional amusements for the teams and the center.

Costa Rica’s Call Center Security Camera

Security Cameras

The entire center is protected by a dozen visible cameras along with an undisclosed number of hidden cameras to cover every angle of the building.

Each movement is recorded and saved on our servers for future review and records. We archive our records for up to six months or can arrange a saved recording if needed.

Security is a necessity when dealing with hundreds of individuals in a confined space. We view our BIG BROTHER approach as a preventative action so that there is no loss of personal belongings, call center equipment and one of individual safety.

Costa Rica’s Call Center Server Room.

The Server Room.

The center is able to incorporate your equipment into our network or configure our server room to work with your systems. The room is always locked, has restricted access and monitored 24 hours a day.

Our current inventory:

Cisco ASA 5510 w/ IPS module
Cisco 3550-48
Catalyst 356048 PS
Cisco IP Phone CP-7911
Dell Power Edge 2950
APC Smart-UPS Head unit
APC Smart-UPS Battery Pack
Cisco 2960-48TC-L
Cisco Pix 515
US Robotics 56k Modem
Cisco 7941 VOIP Phones
Sennheiser Phone Headsets
Plantronics Phone Headsets
Cisco Aironet 1130AG Wireless Access Point
Cisco 2950

Costa Rica’s Call Center Computer Monitor

Happy work stations

Everyone is given the same quality work station and can decorate them according to their own personality.

Aesthetics are strongly encouraged and besides the company screen saver that unites us all under the same logo, many different personalities shine on the floor and have their own work stations to separate them from all others.
The main reason we chose to share this picture is to illustrate the heart sticker on the monitor. It clearly shows how strongly a female agent feels about helping others on the phone. Her passion is genuine as are the work ethics of all of our staff.

Costa Rica’s Call Center Three Seat Work Station.

Monitoring agents in this structure ensures more production and less distraction.

Three Seat Campaigns

Our call center has custom made work stations to accommodate three agents to start your growing campaign.

The agents will have the luxury to work together in an intimate setting.

Costa Rica’s Call Center private work area.

Movable walls can provide the necessary space to separate several dozen agents from the rest of the floor.

Small group campaigns

We provide intimate call center space for less distraction and enhanced privacy.



Supervisor stations will always be available for proper monitoring and campaign structure.

Costa Rica’s Call Center customer service stations.

The soft lighting combined with the high ceiling, promotes a pleasant sensation of a large working space.

Power Rows.

Every half row consists of six work stations for maximum control of large campaigns.



Tropical plants line the middle of the room to make a natural separation of campaigns on both sides of the floor.

Costa Rica’s Call Center telemarketing floor

Additionally, a” wheel of fortune” incentive is available for all campaigns and agents. After a successful day on the phone, the agents that exceed their quota can go to the back of the calling floor and play the wheel for prizes. Every day, we can see who has earned the chance to spin for fame and fortune!
The Supervisor’s perspective

The work station rows were set up specifically for close monitoring by the campaign supervisors and project managers.

All monitor screens are completely visible from every angle to ensure that every agent on a phone call is working up to speed.

Costa Rica’s Call Center work stations.

Agents have the luxury of fresh air, natural light, vaulted ceilings, tropical plants and high powered air conditioning units to make their work environment as enriching as possible.

The Floor


The call centers’ second floor can comfortably fit 140 work stations.

Stairway to Success

To ensure maximum safety and convenience, the staircase was specifically designed to provide the most amount of human foot traffic when agents enter and leave the calling floor.

Agents climb the majestic staircase everyday when they join the other 140 agents on the second floor.

Costa Rica’s Call Center Training Room.

An Epson projector easily fills an entire wall with an eight foot image of your training material. Everyone has a good seat to view this material when taking notes concerning your campaign.

Telemarketing Training Room


The agent preparation room can hold up to 12 agents, plus a trainer’s desk for intimate personal one-on-one sessions. Movable walls can expand the training room experience for up to 40 trainees comfortably.

A complete surround sound system enables all conference calls, training videos and quality control reviews to be conveyed in a crystal clear manner, without any loss of interference.

Costa Rica’s Learning Center

We closely monitor the entire learning curve process before any agent goes live on the floor and before making a single call for your company.

Advanced learning center.

Facilitating on the job training (OJT) is essential for the agent’s personal development and professional growth. A fully equipped work station is available for all trainees during class and video conference call workshops.

The learning center is adjacent to the training room for immediate access to practice the current day’s lesson. This proximity will enable our trainers to have a more controlled environment of the agents in a real time atmosphere. Your individual focus group analysis will help to produce highly educated and well prepared call center employees, without exception.

The stations can be custom built for your specific campaign’s educational program. We can configure a CPU for any training material, CRM, VPN, videos, voice recording software and webcams, as warranted and needed.

Costa Rica’s Call Center available space.

Our entire building and outsourcing services can be exclusive for your company, with advanced notice and secure long term commitments.

Outsourcing Campaign Expansion

Our call center is prepared for your project’s rapid growth.

Can you imagine filling this one specific area with seventy two highly trained bilingual agents making and receiving top quality calls for your company?

The center’s floor plan has been analyzed, studied and organized to comfortably provide 240 fully functional call center work stations.

Costa Rica’s Call Center lobby

Our Human Resources Office faces our reception and guest waiting areas for maximum effectiveness when interviewing, recruiting and managing large amounts of new agents entering the center.

Call Center Foyer


As you pass by our security officers at the main entrance, you will be personally greeted by our Administration staff and your personal needs addressed immediately.

All agents, clients and guests must remain in the foyer until their admission has been cleared by security, approved by management and their access levels have been established.

Costa Rica’s Call Center

The call center is within walking distance from all bus lines, taxi stops, five star hotels, national and private banks, law offices, hospital, fitness centers, universities, Federal Express, car rental companies, restaurants, parks, and governmental offices.

Costa Rica’s Call Center

Our two story 6,000 SF structure is totally secure and abuts the Spanish Embassy on Paseo Colon. This distinguished building is over 106 years old and is a registered and protected national historic location. All infrastructure work to bring it up to international high standards was performed within the last year, conforming with national laws.

We specifically chose our strategic location on Costa Rica’s main street because it was within walking distance to downtown San Jose as well as for easy access for the individual agents’ daily commute. Private parking is available for all clients.

The entire call center premises is protected by 24 hour local armed security officers, a dozen surveillance cameras, high tech alarm system, and which can be totally monitored and configured over the internet from anywhere in the world.

Our 87 KVA Wacker backup diesel generator is capable of supplying full power to our entire infrastructure for eight hours or as long as the outside power fails.

Costa Rica’s Call Center Executive Office

When faced with the unexpected challenges of working abroad, we find pleasure in making your time away from headquarters much more comfortable, productive and stress free.

VIP CALL CENTER Executive Suite

For all of our clients that require special business accommodations, we include the use of our Deluxe Private Office.

You will have access to multiple international phone lines, programmed lap tops and a dedicated IT staff member at your disposal to readily assist in any system or equipment configuration.

Enjoy the relaxing atmosphere of a classic grandfather clock, tropical plants, big screen television, leather couch, authentic Central American Mayan statues and a working fireplace. Your environment includes a private lavatory with shower for your convenience.

Costa Rica’s Call Center concierges.

Most importantly, take the time to clearly understand Costa Rican laws, travel or relocation plans in Costa Rica.

Concierge Services.

Our administrative call center staff and technical resources are at your disposal with no charge for our clients.

For immediate assistance, you may scan, fax or print any important document. Email and local calls are always available.

Feel comfortable utilizing our free international phone system to check in with corporate or to close a deal.

Share with us your specific agent profile when you meet with our Human Resources Department for your fast growing campaign.

Costa Rica’s Call Center Recreation Room

The ages of our CALL CENTER agents range from 18 to 60 years old. We provide all types of entertainment to recharge their batteries for a second half push on the phones.

Work hard and play hard


Our call center encourages challenging activities for the agents during their break time. Stress is an unavoidable part of a call center experience and can be counter-balanced.

Friendly competition is a great way to strengthen personal bonds, encourage new friendships and mold groups to work well together. Since childhood, strategic games were always the best way to assemble new groups of individuals for team building.

Costa Rica’s Call Center Recreation Room

Friendly competition is a great way to strengthen personal bonds, encourage new friendships and mold groups to work well together. Since childhood, strategic games were always the best way to assemble new groups of individuals for team building.

Work hard and play hard


Our call center encourages challenging activities for the agents during their break time. Stress is an unavoidable part of a call center experience and can be counter-balanced.



The ages of our agents range from 18 to 60 years old. We provide all types of entertainment to recharge their batteries for a second half push on the phones.

Costa Rica’s Call Center waiting room

To enhance your outsourcing experience, we encourage taking the time to skim through several of our motivational, business, and inspirational pieces which will help to stimulate and hopefully inspire your feeling about our telemarketing services.

Guest waiting room.

Sit back and relax while you await your job interview, prepare to take a private tour of the newly renovated call center or meet with a very special employee working on the marketing floor.

We provide a relaxing atmosphere which includes a garden to help calm an agent’s mind before a productive day on the phones or prepare to have them actively participate in an intense training session class.

Costa Rica’s Call Center agents

All CALL CENTER stations have individual UPS units to ensure continued performance if the power fails. The generator will begin within 45 seconds to ensure that your agents do not miss a minute of work.

Costa Rica’s Call Center agents

Costa Rican Bilingual call center agents.

Imagine all eight highly trained agents in this picture making calls for your company.

The energy on the floor is always explosive and spreads to everyone increasing their production and results.

Our noise cancelling headsets will make the background sound a non-issue. The call center has prepared to handle this condition as your campaign grows.

Can you imagine twenty two CALL CENTER data entry agents working in this specific area for your project? They will easily build a comfortable typing rhythm while listening to the relaxing sounds of crashing water in a custom made fountain. Production will increase and be consistent.

Unique work environment.


Calming Zen-like fixtures are present throughout the building that can enhance the call center agent’s work experience and performance.



Not all call center environments should be considered sweat shops.