Colombia’s Association of Contact Centers has teamed up with the United States’ HR software firm PlayVox to bolster the skills and productivity of thousands of agents working in its burgeoning call center industry.
The partnership aims to help member firms adopt the best talent management practices, giving access to cutting-edge technologies in the global call center industry.
”In this way they can improve the quality, motivation and performance of employees in the sector, generating a positive impact in the competitive Contact Center industry in Colombian and benefit all stakeholders,” says Ana Karina Quessep, Executive Director of the Colombian Association of Contact Centers and BPO.
The country’s contact center market is growing at over 15% per year, reaching revenues of $845mn in 2012. Moreover, the outsourcing sector contributes over 13% of the country’s total services export revenues.
Identifying and hiring the best talent has, however, long been a challenge for the call center industry. PlayVox says its solutions are specifically designed to deal with this task.
”PlayVox has been designed to help the Contact center industry resolve the four main problems that afflict human capital: absenteeism, turnover, agent commitment and low performance levels,” stated Oscar Giraldo, Co-founder and CEO of PlayVox.
Following the deal, Sunnyvale, California-based PlayVox’s is offering its LCP (learning, coaching and performance) model asking the Colombian call center service providers to streamline their workforce management system.
Colombian Association of Contact Centers was formed in 2001 with an aim of promoting and protecting the interests of call center service providers in the Latin American country.