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.
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