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Weekly UpdatesAvantel, the foremost competitor in Mexico's telecommunications sector and a leader in IP technology, is a pioneer in the fast-growing call center industry. Its Contact Center, inaugurated in August 1996, offers leading-edge technology and infrastructure, through which it delivers excellent quality customer care and customer-contact services.
For example, the Avantel Contact Center offers technical support by telephone to major Internet service providers, thus ensuring that their customers receive expert support when configuring their equipment and answers to any questions they may have regarding the service. Owing to its expert team and infrastructure, Avantel has positioned itself as the number one Internet technical support provider in Mexico.
"Companies seek to cut costs, increase their productivity and, in many cases, implement new campaigns, which may be sales, customer satisfaction or collection campaigns, among others. In this sense, the call services provided by Avantel help these companies to focus on their business, while we provide service to their customers and answer their questions," says Gerardo Romeu, Support and Operations Control Manager at the Avantel Customer Service Center.
Avantel's is one of the largest and most efficient Contact Centers in Latin America. It has 860 work stations equipped with PC, telephone, headset, voice and data ports, as well as infrastructure for backup electric power and emergency generators to guarantee the continuity of operations.
This center, located in the Monterrey, Nuevo Leon, metropolitan area, has a videoconferencing center and seven conference and teaching rooms. The training prepares its personnel, primarily young university graduates, to respond to customers' questions with the highest level of professionalism.
"Training is very important to us, which, combined with our experience in this field, allows us to offer the best customer service," says Romeu.
The Avantel Call Center guarantees the confidentiality of its customers' information and the continuity of their operations through procedures that are in compliance with the highest international standards.
Avantel's services include technical support, customer service and help desk capabilities. Also available are campaigns for sales (telemarketing), collections, satisfaction surveys, market research and segmentation, telemessaging, customer retention cam-paigns, promotion of services and updating of databases. Most important, the Call Center personnel possess the flexibility and expertise to execute any campaign that companies wish to implement.
"Another advantage that our customers get in choosing Avantel is that we have our own telecommunications infrastructure. Any other Call Center has to contract the services of a telecommunications carrier. We do not have to, and that is a guarantee of a high level of security for our customers," says Romeu.
At the same time, Avantel offers its customers the opportunity to collocate servers in its Data Centers, so that services received are completely integrated. In this way, communication, response speed and connectivity to customer databases are much quicker as they are within Avantel's infrastructure and its robust network.
One of Avantel's distinguishing characteristics is its pioneer spirit, which is why Romeu noted that its customers are already evaluating its new application, the Web Center, which allows for the monitoring all activities of a company's sales representatives through the Internet, as well as the administration of e-mail and virtual fax servers. These services are offered via Voice over IP protocol, a market trend where Avantel is the leader.
By having a team of Mexican professionals recognized in the market, cutting-edge technology and over eight years of experience in this field, Gerardo Romeu says that Avantel's profound commitment to customer service will allow it to continue offering quality service at competitive prices. www.avantel.com.mx
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