zertegia contact

center
 Born in Hermosillo, Sonora, Szertegia is a company creat-
ed in 2008, developing a stable relationship with national
big brands as its clients through all these years.
Szertegia can cover all types of Contact Center Services,
from customer care to any kind of telemarketing, adapt-
ing to the client’s needs and their budget.
With 10 years of experience, now we are reaching the
English speakers market as our city is growing, counting
on our expert team capable of hiring top talent for you.

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 Szertegia cares for its employees as much it cares for its
clients and its client’s customers.
Our great work environment is translated in to great
phone calls with your satisfied customers.
Professional training is given to all agents once they pass
our filters according to each campaign.

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MISSION
Develop accurate strategies providing the best services to
propel our clients’ growth.

VISION
Consolidate throughout the country as a company
committed to achieving objectives, thus achieving
recognition and full satisfaction of our customers.
Where innovation, quality, the best technology and an
excellent human capital is our distinction.

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WHY
SZE
RTE
GIA?
WHY SZERTEGIA?

- LOCATION, CULTURE AND LANGUAGE.

Located in Hermosillo, Sonora, we stand out for being
strongly influenced by the U.S culture, being a border
state with Arizona.
We won’t have a problem finding the right people to
handle your customer’s calls because we have many
bilingual citizens with high English Proficiency Level.

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WHY
SZE
RTE
GIA?
WHY SZERTEGIA?

- LOCATION:

• One of the safest cities in Mexico with convenient

distances.
• Hermosillo counts with 884K residents.
• 30 Universities with potential future agents
(8 Publics & 22 Privates). The State University Alone
has 30K students.
• By our experience, over 50% of all bilingual agents,
lived in US (guaranteeing high English level).
• English accent in this part of Mexico is considered the
best one compared to other non-native English
language cities in the world.

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WHY
SZE
RTE
GIA?
WHY SZERTEGIA?

- LANGUAGE:

Being a border state, Sonora receives many people back

who lived for a long time in the U.S. (2,465 people just in
September 2017, for example) which means we count
with perfect English speakers from the U.S. too.
Plus, education in the state of Sonora, forms bilingual
students (English and Spanish), guaranteeing that every
call will be well understood by our agents and your cus-
tomers.

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CONTACT CENTER
SERVICES
INBOUND AND
OTHER SERVICES
OUTBOUND CALLS

Customer Collection Translator Software/App

Service Services Services Development

Tech Support Sales SMS, Web Chat, Social Media

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HOW
WE
WORK
It all comes down to this areas working as a team:

1. Recruitment & Selection

2. Training
3. Set up, Launch & Assesment
4. Operations
5. Workforce Management
6. Quality Assurance
7. Information Technologies
8. Culture

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HOW
WE
WORK 1. Recruitment & Selection
1. Searching for TOP TALENT
We use the most effective recruiting sources to find the
right people and hire only the best talent to suits your
campaign needs, after going through English level filters
and selecting top talent.

Recruiting Sources: Filters:

1) Internet & Social Media sources. 1) Phone interview.
2) Referrals, walk in applicants. 2) Face to face
3) Job Fairs. competencies interview.
3) Initial Proposal

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HOW
WE
WORK 1. Recruitment & Selection
1.1 Interview Evaluation

- Competencies according to position/campaign.

- English Proficiency level
(Pronunciation, grammar, fluency and vocabulary).
- Skills (Sales or customer service role play)

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HOW
WE
WORK 1. Recruitment & Selection
1.2 Initial Proposal

Once the candidate is accepted:

- Job offer is presented to candidates with schedule

and salary.
- Paperwork needed is explained
- Training start date is set

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HOW
WE
WORK 2. Training
Szertegia training staff provides outstanding customer service
education for agents to able to handle all types of calls. Finishing
their training, agents will be able to:

- Handle technical aspects such as platforms and special vocabulary.

. Apply learned communication skills.
- Engage with customers.
- Meet with the time frames needed on each call.
- Close any sale.

Agents will have continuous training and will be coached

consistently to assure quality parameters.

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HOW
WE
WORK 3. Set up, Launch & Assesment
Our specialists will provide the best service to your company in
new campaign launches and edits in the existing ones.
Support 24/7 and fully trained staff, this to assure flawless
launches on time, no mistakes.

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HOW
WE
WORK 3. Set up, Launch & Assesment
3.1 What we offer

1. Script creation/edition for any type of campaign.

2. SUCCESS PLAN: We plan and coordinate the execution on
the set up and launch process, from when we get the script to
when an agent gets a call; we make sure all parts work as
intended to provide the results you need and the experience
you want.
3. Nesting phase as part of our process to roll out a new
campaign, with daily campaign results analysis to correct
or maintain a trend.
4. Speed: We have the right processes to make a fast launch.

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HOW
WE
WORK 4. Operations
The operations team is not only conformed by agents on
the phone, behind every call there’s a group of people
making sure everything is done correctly:

They are responsible for performance management OPERATION

(e.g. setting objectives and reviewing KPIs) MANAGERS

They are responsible for agents to be performing

against targets, while reviewing their performance SUPERVISORS
and coaching them.

Provide customer service, Sell products or services AGENTS

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HOW
WE
WORK 5. Workforce Management
Our Workforce team assures we always have the agents
ready to engage with your customer’s by scheduling and
forecasting precisely.

- Reviewing, analyzing and measuring performance and

abandon rate.
- Monitoring and proposing effective shift patterns.
- Preparing forecasts and budgets for call and non-call
workloads.
- Making recruitment and software recommendations.
- Managing resource and planning teams.

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HOW
WE
WORK 6. Quality Assurance
To assure the quality for all calls and to provide the best
service, we audit both live and recorded calls.

Monitoring Opportunity area

Supervisor/Agent Communication

Feedback/coaching Follow-up

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HOW
WE
WORK 7. Culture
Great culture= Great customer service.

Our goal is to keep a great work environment where our

employees actually enjoy being in, by offering them attrac-
tive benefits, constantly improving our work space, involv-
ing teams with each other and doing cool engagement
activities.

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THANK
YOU
Now you know
a little more about
Szertegia Contact Center

Blvd morelos 307,

Building H 201 202.
C.P. 83145, Hermosillo, Son. MX
Telephone: MX(662)3111286
US +1 8779542409
Facebook: @Szertegia

zertegia