OneLink’s customer segmentation strategy has paid rich dividends, resulting in a double-digit growth rate
Based on its recent analysis of the contact center outsourcing services market, Frost & Sullivan recognizes OneLink with its 2016 Latin American Award for Competitive Strategy Innovation and Leadership. OneLink is raising the bar in customer value by bringing higher efficiency and productivity to contact center outsourcing services, giving customers a seamless experience regardless of their location. It employs next-generation technology in all delivery centers across the region, so client interactions can be redirected to any delivery center as needed.
“OneLink employs a three-stage customer value enhancement model, starting with greater efficiency of solutions, evolving to improved business processes for clients and, finally, delivering a strategic impact and mutual long-term benefits,” said Frost & Sullivan Digital Transformation Industry Analyst Sebastian Menutti. “In the last phase, OneLink assumes an advisory role and jointly builds the market and business strategies with clients to achieve business goals.”
The acquisition of Secca, a Guatemalan-based business process outsourcing service provider, was crucial for OneLink to improve its business process service delivery capacity. Its partnership with Colombia-based Avianca, one of the largest airlines in Latin America, altered its customer service strategy. OneLink decided to segment and differentiate the service model by customer type, and to this end designed a new interactive voice response system and new training programs for the agents who serve priority customers.
The company has more than 5,000 employees and several delivery centers in El Salvador, Nicaragua, Guatemala, and Colombia. It has registered double-digit growth every year since its inception in 2013 by breaking into several industry verticals, including airlines, telecommunications, retail, technology, and financial services. It serves customers in both Latin America and the United States.
OneLink offers better service quality and customer satisfaction mainly by retaining its contact center agents and leveraging their acquired expertise. By focusing on employee wellness and commitment, the company boasts monthly attrition rates as low as 2%.
OneLink jointly designs the service strategy with its clients and often presents alternative channels to telephone calls, such as email, chat, social media, and content creation for help forums.
“The company’s software developers can also customize systems in any programming language and application type, such as customer relationship management and enterprise resource planning,” Menutti said. “Furthermore, OneLink builds customized intelligent operation flow models to support process and product improvement and, ultimately, generate stronger competitive tools for its clients.”
Each year, Frost & Sullivan presents this award to the company that has leveraged competitive intelligence to successfully execute a competitive strategy that results in stronger market share, competitive brand positioning, and customer satisfaction.
Frost & Sullivan Best Practices awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry.
OneLink is a corporation founded by a group of entrepreneurs with a proven track record of more than 20 years of experience in the call center and BPO industries. Our expertise not only focuses on KPI attainment but more importantly, the added value we provide to our clients through strategic initiatives and innovation. We believe that an exceptional customer experience starts by creating a culture of service to our agents.
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