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info@caribbeanteleservices.com

Ave. Winston Churchill # 1550

Santo Domingo

Republica Dominicana

© 2018 by CARIBBEAN TELESERVICES CALL CENTER.

Providing the highest level of quality services in the contact center business in the Caribbean, achieved by qualified personnel with over thirty years of experience in telecommunications with superb response to customers’ needs from or highly motivated agents, fully multilingual, easy to assimilate new training and different business environment, with the best experience of good practice in call center industry.

High standard equipments for the major subsystems of power DC/AC, with emergency generator with a fuel reserve of 1500 gls that provides 15 days of autonomy plus a complete UPS TRUE ON LINE and TRUE SINE WIVE with 4 hr of reserve time.

Dell applications servers, Cisco networking, Watch Guard network security, Dell storage and back-up and redundancy in all hardware and services providers, Aggregated by our Peplink wan agregator and load balance system (Internet), each agent is equipped with a full Dell PC computers with dual network interface entirely VoiP telecomunication software’s

 

Please list your company name, corporate headquarters location, date of establishment and the names and titles of key management.

Caribbean Teleservices, SRL

Ave. Winston Churchill, Plaza New Orleans Suite 

Santo Domingo, Dominican Republic

Date of Incorporation: March, 2012

CEO, Frank Diaz

CFO, Johnny Then

CTO, Virgilio Cadena

COO, Cynthia Tío

Are you a publicly or privately held company? Is your company currently involved in any lawsuits or pending litigation?

Privately Owned, Not involved in any lawsuits or pending litigation

Has your company gone through a bankruptcy or reorganization within the last five years?

 

None

Please list your 

Call center locations:    Santo Domingo, Dominican Republic

Year established:   2012

Number of seats:     60 and up to 250 agents

Number of agents:   60 and up to 250 agents

​​​

What percentage of your outbound calling is?

•Sales: 100%

•Lead Generation: 0%

What percentage of your inbound calling is?

•Sales:30%

•Customer Service: 60%

•Technical Support:10%

Please describe your company’s unique strengths and business focus including industry and service experience.

 

To offer the highest level of quality services in the contact center business achieved by qualified personnel with over thirty years of experience in telecommunications with superb response to customers’ needs from or highly motivated agents, fully multilingual, ease to assimilate new training and different business environment, with past experience in call center industry.

High standard equipments for the major subsystems of power DC/AC, with emergency generator with a fuel reserve of 1500 gls that provides 15 days of autonomy plus a complete UPS TRUE ON LINE and TRUE SINE WIVE with 4 hr of reserve time.

DELL applications servers, CISCO networking, WATCH GUARD network security, DELL storage and back-up and redundancy in all hardware and services providers, Aggregated by our PEPLINK WAN AGREGATOR AND LOAD BALANCE SYSTEM (Internet), each agent is equipped with a full DELL PC Computers with dual network interface entirely VOIP software’s.

Our site is continually monitored by a CCTV and access control system storing activity info for over thirty days.

Same management team used run more than 100 seats providing customer service, technical, and sales support for customers as: Sky TV (major Digital Satellite TV Player), Plan809 (highly successful product for of the telecommunications industry in the USA handling more than 35,000+ subscribers), Mercedes Benz (Auto Concessionary in the DR), “Más” calling card (prepaid calling card customer service), Tecnología Digital (telephone co. technical support).

Please provide an overview of a few of the programs that you are currently working. Please include approximate calling volume and goals and actual achievement.

Currently, we are handling the customer service incoming reservation and sales calls for an International Airline Company.

Please provide an overview of a recent program for which you are not currently working and why you have stopped.

N/A

Does your business actively participate in professional organizations and associations? If so, please detail your involvement.

Yes, Dominican Group of Contact Center, Member

American Chamber of Commerce “ In Process “

 

Key member of your team: management and operations staff.

Frank Diaz, CEO,

More than 10 years of experience in TELECOM and CALL CENTER industry

Johnny Then, CFO,

More than 30 years of experience in Financial and business development.

Virgilio Cadena, CTO,

More than 30 years of experience in TELECOM, Planning and engineering operations

Cynthia Tio, COO,

More than 10 years of experience in Business Administration and Management

Assignment of key personnel to accounts.

20 to 1 Ratio in Supervisor and Floorwalkers and 1 Campaign Manager

and Is standard operating procedure to have background checks and or

drug tests performed prior to employment​, Per our previous experience,

agent tenure was on average 18 months, 80% full time and 20% part-time,

with an attrition rate of 2.65%.Of course, this varies depending on the specific campaign;

we are stating overall numbers above.

 
 

Please describe your recruiting practices for new programs and maintenance of existing programs. Include your strategy for putting together a team of agents for a new program.

ANS.: Establishing the requirements and needs of the customer is crucial to our recruiting process. This assists the recruitment process and gives us an idea of what we are looking for in each of the applicants. The applicants will be interviewed to determine the fluency of languages as well as to evaluate their work history and to analyze their personality when interacting with others.

A psychological test is also part of the recruitment process to ensure the candidate is able to handle the work environment. During the training process, the agents will be under evaluation as well. Their performance during training helps determine whether or not they know the material and what their attitude is like in the work environment.

Describe your training programs for agents, supervisors, and quality assurance. How do you test your agent’s knowledge?

ANS.: The initial training is given to all of the chosen candidates, regardless of the position they are being considered for. After the initial training has been done and the agents are prepared to take calls they go into the OJT period. This is a learning period or learning curve given to the agents. After the OJT is over, it may last from 2 to 3 weeks. The candidates chosen for supervisor or quality analyst will receive additional training pertaining to their specific area after completing OJT.

Testing will be done during the training period to assess the agents knowledge of the project. OJT will also serve as a testing period for their knowledge and performance

Detail the quality assurance programs currently in place that allow you to maintain measurable and consistent quality results. What measurements are reviewed? Is this handled by a separate department from your operations team?

ANS.: Aheeva CCS will be the main system. It will assist with the monitoring of the agents. The Quality analysts will also have access to monitoring agents live. Quality is a separate team than productions, they will be in charge solely of monitoring the agents, meeting the quota per agent and keeping the agents performance as it should be with daily feedback and coaching.

Describe your quality control process for data entry. Do you check all data prior to client delivery?

ANS.: Quality analysts will have excel sheets and graphs to monitor the amount of calls they have done per agent as well as the agents results. A percentage will be averaged at the end of each month to keep track of each agent’s quality ups and downs. All data entry for agents by the quality analysts will be reviewed by the Quality analyst supervisor, in order to assure that all quota has been met and agents are being followed up with properly.