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Why Barranquilla
Why Barranquilla
Why Barranquilla
 
                              TMS Outbound Customer Service Proposal                                                      2009 

About us: 
AXS Americas is a BPO, Business Process Outsourcing Company based in USA and operating from 
Barranquilla, Colombia. Our focus is to provide services that allow total communications unification 
under the modality of Contact Center, Call Center to all types of industries. 
AXS Americas belongs to Eficacia SA, the largest Staffing and Outsourcing company in Colombia, and is 
ranked within the top 100 companies in the country. 
 
Entrance                                               Supervision 




                                                                       
Capacity                                                              Training 




                                                                                                                      
                                                                       
                                                                       
Center Capacity:        700+ FTE 
Building size:          1200sqm (10,800sqft), with additional growing capacity 
Language:               Spanish, English 
Time Zone:              US EST 
Center Location:        Barranquilla, Colombia. Only 2.5hrs flight from Miami 
 
Features: 
              Server and Fiber redundancy with IT team on‐site 
              Firewall and Antivirus control 
              Diesel Generator for power backup with UPS assistance 
              Full featured PBX handling unified communications 
              24hr armed security 
              Full time physician on site  
 
 
 
 

    CONFIDENTIALITY All information contained in this document is proprietary to AXS Americas and is submitted to your 
    company with the understanding that it will be held in the strictest confidence and will not be disclosed, duplicated or used, in 
            whole or in part, for any purpose other than the evaluation of the document and related contents by TMS. 
 
 
 
                              TMS Outbound Customer Service Proposal                                                      2009 

Why AXS Americas 
    We only staff educated agents that have proven experience and desired language skills. 
    Our agents are known for its neutral English accent. 
    We are located at the same time zone as Eastern USA. 
    Only a short direct flight away from main US cities. 
    Owned by the largest staffing agency in Colombia which provides the right HR support and an 
      abundance of resources available for projects. 
    Two fiber optic channels provide a significantly higher degree of telecom stability and 
      redundancy. 
    Pro‐active in working with clients on screening process for their customers. 
    Software based call routing platform allows for extreme flexibility to adapt the reporting to 
      meet the needs of clients. 
    Training capacity of 104 agents in two shifts per day. 
    Current clients and strategic partners have helped us implement World Class metrics, indicators, 
      and procedures to maximize our efficiency and quality. 
  
Why Colombia is better: 




           1.56% in telecommunications investment as a percentage of GDP (2008)
                
 
 
 
Our Services: 
    1‐       Inbound/Outbound Communications  ‐ For all types of campaigns integrated with ERP/CRM and via: 
             a.         Voice 
             b.         Chat 
             c.         SMS 
             d.         IVR(Interactive Voice Response)  
             e.         E‐Mail 
             f.         Videoconference 
             g.         Tele‐presence.  
    2‐       Back‐office ‐ All non‐voice tasks that are generated by voice campaigns or that are secondary to the 
             primary focus of the client. 
    3‐       General staffing, supervising and hosting of professionals to work per client’s instructions at our 
             facility. 


    CONFIDENTIALITY All information contained in this document is proprietary to AXS Americas and is submitted to your 
    company with the understanding that it will be held in the strictest confidence and will not be disclosed, duplicated or used, in 
            whole or in part, for any purpose other than the evaluation of the document and related contents by TMS. 
 
 
 
                              TMS Outbound Customer Service Proposal                                                      2009 

       4‐        IT – We have acquired the infrastructure and technology necessary to offer cost saving complete 
                 unified communications solutions offering our clients technology implementation, monitoring, and 
                 support of: 
                 a.        Voice and Data Interconnection of sites 
                 b.        VoIP and complete VPBX tools integrated with ERP/CRM applications. 
                 c.        Helpdesk 
                 d.        Remote monitoring 
                 e.        Tele‐presence 
                 f.        Videoconferencing with complete meeting tools. 
                 g.        Application development 
                 h.        Data Management 
 
 
Inbound/Outbound Solution 
AXS Americas will provide its clients with supervised and managed customer service experienced English 
and Spanish speaking agents to perform outbound calls with the purpose of scheduling appointments 
and providing information per client’s instructions. 
 
Our Outbound and Inbound Voice Services includes and it is not limited to: 
     Call recording with a Web interface to search recordings  
     Voicemail and Voicemail‐to‐Email functionality  
     Call Detail (CDRs) report within you can search calls based on different criteria as date, 
       extension number, etc  
     Billing report from which you can filter by destination, source  
     Support for call queues including static and dynamic agents  
     Conference Center  
     Callback 
     Predictive dialer 
     Support for Do‐Not‐Call List 
     Advanced Reports 
      Integration with CRM

 
 
Addresses: 
                      1530 Ledgemont Ln. 
                      Clermont, FL 34711 USA 
             
                      Via 40 #71‐197 B204 
                      Barranquilla, Colombia 
 
Main Contact: 
                      Manny Paez 
                      paezm@axsamericas.com 
                      Tel:  (57) 318 500‐0007  Colombia 
                               (1) 847 594‐7532   USA VoIP 
 
    CONFIDENTIALITY All information contained in this document is proprietary to AXS Americas and is submitted to your 
    company with the understanding that it will be held in the strictest confidence and will not be disclosed, duplicated or used, in 
            whole or in part, for any purpose other than the evaluation of the document and related contents by TMS. 
 
 

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Why Barranquilla

  • 4.          TMS Outbound Customer Service Proposal  2009  About us:  AXS Americas is a BPO, Business Process Outsourcing Company based in USA and operating from  Barranquilla, Colombia. Our focus is to provide services that allow total communications unification  under the modality of Contact Center, Call Center to all types of industries.  AXS Americas belongs to Eficacia SA, the largest Staffing and Outsourcing company in Colombia, and is  ranked within the top 100 companies in the country.    Entrance  Supervision      Capacity  Training          Center Capacity:    700+ FTE  Building size:     1200sqm (10,800sqft), with additional growing capacity  Language:     Spanish, English  Time Zone:     US EST  Center Location:    Barranquilla, Colombia. Only 2.5hrs flight from Miami    Features:   Server and Fiber redundancy with IT team on‐site   Firewall and Antivirus control   Diesel Generator for power backup with UPS assistance   Full featured PBX handling unified communications   24hr armed security   Full time physician on site           CONFIDENTIALITY All information contained in this document is proprietary to AXS Americas and is submitted to your  company with the understanding that it will be held in the strictest confidence and will not be disclosed, duplicated or used, in  whole or in part, for any purpose other than the evaluation of the document and related contents by TMS.     
  • 5.          TMS Outbound Customer Service Proposal  2009  Why AXS Americas   We only staff educated agents that have proven experience and desired language skills.   Our agents are known for its neutral English accent.   We are located at the same time zone as Eastern USA.   Only a short direct flight away from main US cities.   Owned by the largest staffing agency in Colombia which provides the right HR support and an  abundance of resources available for projects.   Two fiber optic channels provide a significantly higher degree of telecom stability and  redundancy.   Pro‐active in working with clients on screening process for their customers.   Software based call routing platform allows for extreme flexibility to adapt the reporting to  meet the needs of clients.   Training capacity of 104 agents in two shifts per day.   Current clients and strategic partners have helped us implement World Class metrics, indicators,  and procedures to maximize our efficiency and quality.     Why Colombia is better:   1.56% in telecommunications investment as a percentage of GDP (2008)         Our Services:  1‐ Inbound/Outbound Communications  ‐ For all types of campaigns integrated with ERP/CRM and via:  a. Voice  b. Chat  c. SMS  d. IVR(Interactive Voice Response)   e. E‐Mail  f. Videoconference  g. Tele‐presence.   2‐ Back‐office ‐ All non‐voice tasks that are generated by voice campaigns or that are secondary to the  primary focus of the client.  3‐ General staffing, supervising and hosting of professionals to work per client’s instructions at our  facility.  CONFIDENTIALITY All information contained in this document is proprietary to AXS Americas and is submitted to your  company with the understanding that it will be held in the strictest confidence and will not be disclosed, duplicated or used, in  whole or in part, for any purpose other than the evaluation of the document and related contents by TMS.     
  • 6.          TMS Outbound Customer Service Proposal  2009  4‐ IT – We have acquired the infrastructure and technology necessary to offer cost saving complete  unified communications solutions offering our clients technology implementation, monitoring, and  support of:  a. Voice and Data Interconnection of sites  b. VoIP and complete VPBX tools integrated with ERP/CRM applications.  c. Helpdesk  d. Remote monitoring  e. Tele‐presence  f. Videoconferencing with complete meeting tools.  g. Application development  h. Data Management      Inbound/Outbound Solution  AXS Americas will provide its clients with supervised and managed customer service experienced English  and Spanish speaking agents to perform outbound calls with the purpose of scheduling appointments  and providing information per client’s instructions.    Our Outbound and Inbound Voice Services includes and it is not limited to:   Call recording with a Web interface to search recordings    Voicemail and Voicemail‐to‐Email functionality    Call Detail (CDRs) report within you can search calls based on different criteria as date,  extension number, etc    Billing report from which you can filter by destination, source    Support for call queues including static and dynamic agents    Conference Center    Callback   Predictive dialer   Support for Do‐Not‐Call List   Advanced Reports    Integration with CRM     Addresses:  1530 Ledgemont Ln.  Clermont, FL 34711 USA    Via 40 #71‐197 B204  Barranquilla, Colombia    Main Contact:  Manny Paez  paezm@axsamericas.com  Tel:  (57) 318 500‐0007  Colombia           (1) 847 594‐7532   USA VoIP    CONFIDENTIALITY All information contained in this document is proprietary to AXS Americas and is submitted to your  company with the understanding that it will be held in the strictest confidence and will not be disclosed, duplicated or used, in  whole or in part, for any purpose other than the evaluation of the document and related contents by TMS.