Date: 15 of November 2018
The big family of Incredybles® continues to grow with a new operation in Ciudad Obregon, Mexico. In its initial phase, 400 new jobs were created. In a second stage, during 2019, it is projected they’ll reach 1200.
OneLink currently works for a well-known airline from its facilities in Ciudad Obregon, generating opportunities for young people who have completed their high school studies and have sales skills. As benefits for working at OneLink BPO, Incredybles® have transportation to and from their workplace, paid training, an attendance bonus and job stability. The facilities are new and modern, with different recreation areas to spend their free time, including a game room.
"Within the organization there are growth possibilities in leadership positions such as Supervisors, Trainers and others. The most important thing is the attitude that each person has and the desire to grow internally. " Said Walter Roulet, Operations Manager of OneLink BPO Mexico.
The culture of happiness is what characterizes this Contact Center in each of the geographies where it operates. "OneLink BPO has taken the initiative to promote positivity through happiness as a hallmark of its working environment. This includes all the staff working within the company. OneLink’s culture has generated a differentiating experience for the clients of the most recognized companies worldwide. " By RYAN STRATEGIC ADVISORY, using happiness as a motivation for the customer experience, a publication for OneLink BPO- June 2018.
By the end of 2019, 1200 Incredybles® will be part of the organization. Growth with new clients will provide the opportunity to generate new jobs. It is important to be on the lookout for the ads that OneLink will post through their social networks: Onelinkbpomx on Facebook and Instagram.
Date: 15 of November 2018
Guatemala, September 8th, 2018 - More than 550 Incredyble® Volunteers planted 1,000 dreams at the Ecological Park Ciudad Nueva, CALMECA, on September 8th, 2018.
Continuing on the long road raising awareness in the communities that surround us remains as one of the most important tasks for OneLink. Practicing the value of Solidarity in their daily lives, 550 Incredyble® volunteers joined efforts for the second time and planted 1,000 trees in the Ecological Park Ciudad Nueva, CALMECAC, in Zone 2 of the capital city.
Since its foundation, OneLink has shown its interest in being a socially responsible company and that is why, through its Social Responsibility program, One Dream promotes different activities in which its 8,000 Incredybles® in the region are involved. Social initiatives cover different areas of need such as collection of food for people who need it, donations and volunteering in local zoos, swamp cleaning, education for girls, among many others.
"Trees are the lungs of the planet and for this reason, we have focused on reforestation. Each time we carry out these activities, we seek to have a purpose and in this opportunity, the Incredybles® will plant Izotes and Bamboo that will serve to provide more safety to a path that runs through a large part of the park, and to serve as support for the mountain and thus, prevent landslides in the winter," said Víctor Ramírez, Director of Operations in Guatemala at OneLink.
The regional plan consists of developing activities of this kind in all the geographies in which we operate. In 2018, we planted 3,000 trees in El Boquerón Park in El Salvador with the participation of 1,200 Incredybles®; in Nicaragua, we planted more than 900 fruit trees with 350 volunteers, and we will be in Colombia, on November 17th, to complete our goal for this year.
"This movement began five years ago when OneLink began, and we are excited to see that the Incredybles® are still interested in generating changes that will bring results in the medium and long term. In addition, we have been including their families, so they also feel that they are an important part of the changes we seek to generate in society. Last year there were 800 small trees, this year there are 1,000, and we hope that in 2019 there may be many more, "concluded Andrea Ibarguen, CHRO of OneLink.
ABOUT ONELINK:
We are a team of Incredybles® with a proven trajectory of more than 20 years in the Contact Center and BPO sector. We deeply believe in the Culture of Happiness, through which our agents live day to day and thus we achieve an exceptional experience in every interaction with our clients. Our experience is not focused only on the fulfillment of metrics, but on adding value to the relationship with our clients through strategic initiatives and innovation.
onelinkbpo.com
Date: 15 of November 2018
OneLink BPO continues to make a difference in the Contact Center and BPO industry. It was present in the Argentinian CRIC Congress 2018, participating in the LATAM Award for Best Companies in Customer Service, where it was recognized with the gold award in the Best Sales Strategy category for its Incredyble® Sales Model.
The LATAM Award for the “Best Companies in Customer Service” is an annual recognition done with the purpose of awarding and identifying excellence in the best customer relationship companies in Argentina, Brazil, Colombia, Mexico, and Paraguay.
During the seventh edition, the winning teams of their respective national awards participated to represent each one of their countries in the categories that best suited their success story. OneLink won the following awards in the Colombian edition of the 2017 Awards:
- GOLD in “Best Contact Center and Call Center Operation”
- SILVER in “Best Customer Service Strategy”
This year, OneLink participated in the Best Sales Strategy category of the LATAM Awards 2018, which recognizes commercial strategies aimed to improve customer experiences that have a direct impact on revenue generation, sales conversion, and the sales of products and services marketed by participating organizations.
Incredyble® Sales is an integrated approach that seeks to create more and better business interactions through Contact Centers. The process model includes:
1. Specialized evaluations done by the Recruitment and Selection department – technical screening for sales agents
2. The second phase is training – focused on the product, sales tactics measured by KPIs, and evaluation methods
3. “Nesting” (transition phase) – A period of time in which the Incredybles® (sales agents) develop their sales skills to gain confidence in sales interactions when making outbound calls
4. Operation – The Incredybles® (sales agents) are supported by professionals with commercial awareness and skills that accompany them alongside the person in charge of closing the sale (Supervisor which can see the KPIs in real time to then carry out feedbacks)
By using this model, OneLink guarantees the success of their client’s operation.
The team responsible for leading this in Colombia was formed by Alberto Castañeda OneLink BPO Country Manager, Manuel Morales, Avianca Operation Director, and Carlos Salinas, Avianca Contact Center and Customer Service Director. They put into practice systematic processes to redesign and implement new business models, to deliver positive results in Avianca, El Salvador and Colombia.
“OneLink is one of the leading players in the Contact Center and BPO industry thanks to the implementation of innovative models, entrepreneurial spirit, and a company culture based on happiness. Our clients’ satisfaction is a result of the differentiating service we give, which has allowed us to be a leader in our industry and have a great portfolio of important clients that have put their trust in us. Companies like Avianca, Claro, Bancolombia, Compensar, Fitbit, Arus, and Volaris have selected us as their strategic partners to take on great challenges and implement new models of customer service in their support channels.” Eduardo Salazar, CEO of OneLink BPO
About OneLink BPO
OneLink is a corporation founded by a group of entrepreneurs with a proven track record of more than 20 years of experience in the call center and BPO industries. Our expertise not only focuses on KPI attainment but more importantly, the added value we provide to our clients through strategic initiatives and innovation. We believe that an exceptional customer experience starts by creating a culture of service to our agents.
About ALOIC
Latin American Alliance of Customer Interaction Organizations (ALOIC) – is the representative entity of relationships between companies and customers. It seeks to give recognition to the best practices and initiatives that will promote maximum development in this field between its founding partners Argentina, Brazil, Colombia and Mexico, and its alliance members in Bolivia, Chile, Ecuador, Paraguay and Peru.
Bibliography: ALOIC, (2018). Reglamento premio LATAM 2018. Argentina: ALOIC
Date: 15 of November 2018
RYAN STRATEGIC ADVISORY
Using Happiness as a Driver for Customer Experience Delivery
A White Paper for OneLink BPO - June 2018
Introduction
Today’s customer experience environment demands getting it right the first time. This is why so many enterprises place a premium on finding an outsourcing partner that lives and breathes excellence in consumer interactions. But this is not something that can be learned through instruction at the outset of an agent’s career – rather, it must permeate through a provider’s organization in the form of positivity that is reflected in results when dealing with end-users.
OneLink BPO, a leading and rapidly growing provider of contact center services in the Americas, has taken the initiative to drive positivity through happiness as the hallmark of its workplace environment. This goes from the top of the organization through to the front-lines of its multishored operations. This strategy has proven effective in successfully managing customer experience for some of the world’s biggest brands.
OneLink BPO in a Snapshot
A household name in customer experience management throughout the American nearshore, OneLink BPO is a third-party contact center services provider with capacity throughout some of Latin America’s most important delivery points, including El Salvador, Colombia, Nicaragua, Guatemala and Mexico. It services clients across multiple sectors, such as telecom, media, technology, financial services, travel & transport and retail/e-commerce. OneLink BPO’s portfolio of services include customer experience management, technical support, back-office processes, order management order to cash, procure to pay, hire to retire, record to report and logistics.
Combined with one of the most experienced executive teams in third-party services, OneLink BPO’s network of nearly nine-thousand employees (known as Incredybles®) drive strong interactions, using multiple languages for end-users throughout the Americas across voice and digital channels.
Driving Positive Work Culture through happiness at OneLink BPO
Enterprises have never valued their customer experience partners to ensure top-flight interactions more than they do today. After all, according to the Ryan Strategic Advisory 2018 Front Office Omnibus Survey, one of the major challenges for in-house contact centers relates to managing agent recruitment and retention. If the front-line team is not in a positive frame of mind, their interactions will be less than robust, cheerful and efficient. OneLink BPO’s CEO, Eduardo Salazar, initiated a campaign to infuse the company’s delivery points with a workplace atmosphere that does much to drive the right environment in which its Incredybles® thrive. OneLink BPO has created a value proposition that includes a unique coaching model, on-site universities, financial aid, movie theaters and multiple benefits. This is built on a multipronged platform that includes:
• Happiness – unquestionably, by focusing on the above-elements, OneLink BPO aims to foster an atmosphere of happiness in its contact centers, regardless of location. A happy group of front-line team members results in less truancy, lower attrition and better engagement with end-users.
• Empowerment – key to One Link’s BPO positive workplace environment is the company’s willingness to ensure that its front-line team is empowered in its interactions with consumers. This bolsters a sense of purpose in their respective roles. By providing initial and ongoing training on products/services supported, linguistic skills (in the One Link BPO Language Studio) as well as around customer experience delivery, agents feel confident in their decisions, which results in satisfied, repeat consumers.
• Work/life balance – while seen by many as a cliché, OneLink BPO has taken it upon itself to promote a work/life balance for its team members. Whether it is pursuing a musical passion, engaging in sporting competition, or furthering education at a higher learning institution, OneLink BPO aims to provide its agents with the support and encouragement they need to make sure that outside interests are embraced. It also includes incorporating the team members’ families into regular leisure activities. This engagement is essential for keeping motivated, dynamic agents.
• Career path – a common complaint in the outsourcing sector is a lack of upward mobility for recruits. However, OneLink BPO has managed to address this issue by offering motivated team members a framework they can use to move into new areas of responsibility in customer experience in a steady fashion. This includes mentoring by more senior-level colleagues and leadership training classes, and university-level courses taught on-site in the delivery centers.
Results that Count
OneLink BPO quantifies its efforts to foster a positive employee environment in a number of ways. In the most recent OneLink BPO employee survey (which had a participation rate of roughly 90%), four-in-five respondents indicated that they felt committed to the company, its clients, and the end-users that they are supporting. Considering that there has been ongoing growth in this proportion of committed employees, it is logical to conclude that OneLink BPO’s approach to a positive company culture is having the right impact its team members.
Attrition rates also validate OneLink BPO’s positivity approach. With monthly levels as low as two-percent in some of its centers (with a cross-site average of just under three-percent), OneLink BPO has some of the lowest agent churn rates in the Americas.
Conclusions
Enterprises cannot afford to miss out on driving consumer loyalty in every single interaction. By working with an organization that fosters positivity, engagement, and empowerment, the likelihood of happy, repeat customers is augmented. OneLink BPO aims to provide its clients and their consumers with such a work atmosphere, and the results are there to show that this approach is having a positive impact. In the current competitive environment, this approach goes far in cementing customer loyalty and long-term revenue streams.
Date: 15 of November 2018
June 2018 – This year, OneLink has transitioned categories from Rising Star to Leader in the annual listing of the world’s best outsourcing service providers and they were also recognized as a Top Company for Customer References, rated with the top score: 8 out of 8. Customer Reference is the single most important factor in the overall score.
Each year the IAOP reviews the current situation of the global market service provider companies. Based on the results, they produce a global list of the best services providers according to five categories which help companies acquire the most convenient choice of external provider to fulfill their outsourcing needs. The categories are as follows:
Judging is based on an independent review by IAOP customer members with extensive experience in selecting outsourcing service providers and advisors for their organizations.
Companies included on the list have demonstrated their global excellence; stars are awarded for all companies distinguishing themselves in one or more judging categories, those with scores of 5 or better receive stars. The list includes the 75 Leaders and the 25 Rising Stars with the highest final scores.
“The Global Outsourcing 100 and World’s Best Advisors lists showcase the best of the best in the outsourcing industry,”said IAOP CEO, Debi Hamill. “Getting selected shows these companies came out on top following a rigorous application process and unbiased competition judged by an independent panel of recognized industry leaders in outsourcing.” - “We are proud to recognize OneLink BPO for being among the highest rated companies in customer references and size and growth.”
OneLink’s participation demonstrates their commitment to excellence and continuous improvement that is the hallmark of the outsourcing industry. The company has become a strategic partner to other companies, characterized by the excellence of the service offered to clients regarding the distance and location. OneLink is committed to find creative ways to add value to their clients by empowering and developing their people and supporting each other. This recognition is a pride to the company and it motivates them as a big team of over 8,000 employees to continue advancing in the road to success.
“In today’s economy, it is more important than ever for outsourcing buyers to be able to easily identify and select the right company for their outsourcing needs,” said Debi Hamill, IAOP CEO.
“We believe that these awards and recognitions prove all the effort we make every day to keep our business growing, and the importance in promoting excellence throughout the whole organization, improving the way the industry is constantly evolving.” Eduardo Salazar, OneLink BPO CEO.
About OneLink
OneLink is a corporation founded by a group of entrepreneurs with a proven track record of more than 20 years of experience in the call center and BPO industries. Our expertise not only focuses on KPI attainment but more importantly, the added value we provide to our clients through strategic initiatives and innovation. We believe that an exceptional customer experience starts by creating a culture of service to our agents.
About The Global Oursourcing 100
The Global Outsourcing 100 and World’s Best Advisors lists are the essential tools companies reference to make smarter decisions. They provide companies with valuable insights into the outsourcing industry, leading and emerging service providers and advisors, and key developments to watch. The list is an essential reference for companies interested on selecting the right company for their outsourcing needs. The annual listing includes companies from around the world providing the full spectrum of outsourcing services.
About IAOP
IAOP is the association that brings together customers, providers, and advisors in a collaborative, knowledge-based environment that promotes professional and organizational development, recognition, certification and excellence to improve business service models and outcomes.
Date: 15 of November 2018
December 5, 2017. NEW YORK – One Equity Partners, a middle market private equity firm, today announced the completion of its investment in OneLink (“OneLink” or “the Company”), a leading provider of business process outsourcing (“BPO”) services. Management will retain significant ownership in the business following OEP’s investment. Financial terms of the private transaction were not disclosed.
OneLink serves North and Latin American clients in the consumer, telecom, technology, and travel and leisure sectors from 12 state-of-the-art delivery centers in El Salvador, Nicaragua, Colombia and Guatemala. The Company’s 8,000-plus employees provide an integrated portfolio of BPO services, including customer relationship management, sales, technical support, finance and accounting, logistics, supply chain and other back-office services.
“One Equity Partners’ transaction with OneLink leverages our strong expertise in the BPO and CRM sectors continuing OEP’s thesis around consolidation and continued growth as corporations are increasingly outsourcing customer services. Further, we believe that OneLink’s model of customer and employee engagement and satisfaction position the Company to deliver best-in-class services. We are thrilled to partner with Eduardo Salazar and the OneLink management team as they look to deliver innovative solutions to their customers,” said Greg Belinfanti, Senior Managing Director of One Equity Partners.
OneLink continues to attract the interest of blue chip clients seeking a BPO provider capable of servicing all touch points of their customers in real-time, whether by voice, email, chat, web or social media. Additionally, OneLink’s low employee turnover and large millennial workforce have made it the preferred provider.
“One Equity Partners brings world-class investing expertise in the BPO space and will complement management to help accelerate OneLink’s growth into an industry leader,” said Eduardo Salazer, CEO of OneLink. “We are excited about the opportunities ahead for our global clients and employees as we augment our services to include new BPO capabilities and extend our delivery from new regions.”
This is One Equity Partners sixth transaction in the BPO/CRM market in the last two years including the acquisition of The Results Companies which acquired TLK Group, Corporate Call Center Inc., and USA800, the merger of Alorica Inc. and Expert Global Solutions, and now OneLink.
About One Equity Partners
OEP is a middle-market private equity firm focused on the industrial, healthcare, and technology sectors in North America and Europe. The firm builds market-leading companies by identifying and executing transformative business combinations. OEP is a trusted partner with a differentiated investment process, a broad and senior team, and an extensive track record generating long-term value for its partners. Since 2001, the firm has completed more than 150 transactions worldwide. OEP, founded in 2001, spun out of JP Morgan in 2015. The firm has offices in New York, Chicago, and Frankfurt. For more information, please visit www.oneequity.com
Date: 15 of November 2018
Latin America, 2017. OneLink is one of the fastest-growing contact center companies in the Latin American region. With only 4 years in the market, it now has more that 8000 employees. The company harnesses over 20 years of experience in the business, and has been recognized by international firms, such as Frost & Sullivan, Great Place To Work, IAOP, 6º and 7º “Premio Nacional a la Excelencia de la Industria en las Interacciones con Clientes en Colombia (2016 y 2017)” (National Excellence Award for Customer-Interaction Industries in Colombia), and the 6º “Premio LATAM - Mejores Organizaciones para la Interacción con Clientes 2017” (LATAM Award – Best Organizations for Customer Interaction).
Thanks to the unrelenting work of an interdisciplinary team, OneLink has managed important recognition and awards in the outsourcing industry. In Bogotá, Colombia, the Andean Congress for Contact Centers y CRM, gathers several companies of the sector every year to share knowledge and interact, as well as award the National Excellence Award for Customer-Interaction Industries and the LATAM Awards for Best Organizations for Customer Interaction.
In 2016, OneLink participated in the 6th iteration of the National Excellence Award for Customer-Interaction Industries in Colombia, and received 3 awards as recognition to the work and commitment of our people to provide an exceptional experience in each contact.
“I’m proud to announce that OneLink GETCOM has been awarded in 3 of the 3 categories in which it participated: Best Customer Service Strategy (Bronze), Best Human Resource Management (Gold) and Best In-House (Gold). We accepted this award on behalf of our work team – it’s because of their great attitude and commitment that we’ve managed to turn this adventure into a success story.” Alberto Castañeda, Country Director for OneLink Colombia.
In 2017, OneLink participated in the 7th National Excellence Award for Customer-Interaction Industries in Colombia, and in the 6th LATAM Award – Best Organizations for Customer Interaction, Colombia. This time around, OneLink was awarded in 4 different categories:
- GOLD for Best Human Resource Management.
- BRONZE for Best Contact Center.
- GOLD in Best Contact Center and Call Center Operation.
- SILVER in Best Customer Service Strategy.
Also in 2016, OneLink was awarded the title of “Contact Center with the Best Competitive Innovation and Leadership Strategy”, as part of a study conducted by Frost & Sullivan every year in Latin America. When the distinction was awarded, our strategy of having a corporate culture based on happiness is validated: “OneLink is changing the landscape of the the contact center outsourcing market in Latin America, by putting the employee’s happiness first. Turning into a strategic partner and employing cutting-edge technology in all its operations, the company offers and excellent experience to its clients, regardless of their geographical location” (Frost & Sullivan, 2016)
This year, OneLink also made the 2017 Top 100 Global BPO Companies list by the IAOP (International Organization of Outsourcing Professionals), and was awarded the category of “Rising Star”. The IAOP is the association that gathers clients, suppliers, and agents in a collaborative and knowledge-based environment, to promote professional and organizational development, certification and excellence, to improve models and results of company services. OneLink also qualified in the Best Workplace ranking created by the Great Place to Work® Institute for Central America and the Caribbean, a global research, training and consultancy firm that helps organizations identify, create and mainting excellent workplaces through the development of High Confidence cultures.
OneLink will close the year with over 8000 employees, and thanks to them, all of this has been made possible. These awards are the pride of the company because they renew its commitment to its clients and employees of building the road to success… and we’re sure we’re just getting started.
Further information at:
http://freddieawards.com/winners-circle/
https://www.iaop.org/Content/19/165/4701
https://ww2.frost.com/about/best-practices-recognition/
http://www.greatplacetowork-ca.com/mejores-empresas
http://www.aloic.org/es/Premio_Latam_2017.html
ABOUT ONELINK:
We’re a team of Incredybles with a tested trajectory of over 20 years in the Contact Center and BPO sectors. We deeply believe in the Culture of Happiness, through which our agents live day to day, and in that way, we manage an exceptional experience in each interaction with our customers. Our experience is not only focused on meeting metrics, but also in adding value to the relationship with our clients through strategic initiatives and innovation. OneLink believes that an exceptional experience in a customer interaction begins by creating a culture of service and happiness for its agents.
onelinkbpo.com
Date: 15 of November 2018
Guatemala, September 9th, 2017. More than 400 OneLink volunteers lead the first “Sembrando Sueños” (“Planting dreams”) reforestation effort in the country. OneLink planted 600 trees in the Erick Barrondo Park, last Saturday, September 9th, 2017.
We at OneLink are constantly striving to raise awareness of our environmental needs, which is why we’re always looking to positively effect the world we live in. Because of that, we’ve set ourselves the goal of making our world a better place. To do so, we gathered 400 volunteers in Guatemala to lend the planet a hand and plant 600 trees in the Erick Barrondo Park, located in Zone 7 of the capital city.
OneLink’s culture of happiness is led by 6 values, however, this time around, Commitment and Solidarity stand out, being the driving force behind our company’s Corporate Social Responsibility Program, OneDream. This program encompasses the special work we’ve been carrying out since our inception, 4 years ago, carrying out social initiatives involving the more than 7500 Incredybles® that make up our organization.
At OneLink, we acknowledge the consequences of deforestation, and we know that it affects everyone’s day-to-day life as citizens of the planet. Because of this, Incredybles® are excited to have the opportunity to participate in reforestation initiatives in every country we operate in: Guatemala, Nicaragua, El Salvador and Colombia. We believe in helping to improve the quality of air in places where we live and, in that way, continuing being able to make dreams come true.
This is a regional movement, as we’ve begun activities in Medellín and Guatemala City, and will be doing so in El Salvador and Nicaragua in the following months. This first reforestation activity was carried out with support from EMPAGUA, the water treater and supplier company for Guatemala City and its surroundings, at the Erick Barrondo National Park.
During the activity, 600 jacaranda, rosy trumpet, and cedar trees were planted. Within 5 years, they should provide shade in a beautiful garden behind the sports center located inside the park. OneLink and its Incredybles® will conduct monthly outings to water and maintain the trees, and they donated, in a joint activity, piping and other material for the creation of an irrigation system, as well as spare parts for gardening equipment for the upkeep of the garden.
Eduardo Salazar, CEO of OneLink, remarked: “We want to make this into a regional movement, and bring others in into the need to make this a better world. If everyone puts in their grain of sand, we will soon be able to live in a purer, cleaner, environment. Being responsible for the planet is not a commitment of some, but a commitment of ALL of us who live in it.”
ABOUT ONELINK:
We’re a team of Incredybles® with a tested trajectory of over 20 years in the Contact Center and BPO sectors. We deeply believe in the Culture of Happiness, through which our agents live day to day, and in that way, we manage an exceptional experience in each interaction with our customers. Our experience is not only focused on meeting metrics, but also in adding value to the relationship with our clients through strategic initiatives and innovation.
http://www.onelinkbpo.com