Leader in Nearshore BPO Services
Customer Contact Solutions that Work
Qualified, Flexible Staffing for Any Back-Office Task
Customer Service & Support
Keep customers and attract future business with people-first customer service solutions.
Billing & Collections
Extend your staff and reduce costs with qualified agents who understand the value of efficiency and accountability.
Quality Assurance
Ensure the best possible service via Connect’s call monitoring, evaluation and improvement planning services.
Human Resources
Resume research and analysis, Initial phone screening and appointment setting.
Why Connect International?
Connect International has spent years redefining the nature of outsourcing and nearshore staffing solutions. With a focus on financial services, we’ve arrived at people-first offshore or nearshore staffing services that reduce business costs while providing quality interactions. We strive to make Connect International an extension of our clients’ offices.
Located in Central America, Connect’s services have the nearshore benefits associated with our close proximity to the US while providing clients with cost savings often greater than those associated with traditional markets such as India or the Philippines (40 – 60% in most cases).
With the lowest turnover rate in the industry, Connect agents have more experience than the average BPO or Call Center in the markets we mainly serve – such as loan verification, debt collections and customer care. We also strive to maintain a low ratio of managers to agents allowing for more focused, personal oversight for our agents. Furthermore, this ratio enables us to train our agents effectively and efficiently using proven methods developed over the course of 10 years.
Say good-bye to turnover nightmares as typical programs can start within three weeks.
The Connect International Advantage
Natural, English Speaking Agents
All of our agents are bilingual having learned English and Spanish throughout their education. Many of them have also lived in the U.S.
Cost-Effective Solutions
Most of Connect International’s customers realize savings of over 40% compared with their internal costs.
Same Time Zone
Operations are located in the Mountain and Central time zones providing proper coverage for U.S. based businesses.
Client-Manager Communication and Goals
We maintain a symbiotic relationship with our clients; Strategy and execution lie at the heart of our commitments. The client controls the frequency of communication. Managers and supervisors discuss client goals with agents. Percentages and evaluations are measured monthly; however, agents are monitored daily for our offshore and nearshore staffing solutions.
Our Process
From concept to execution, Connect’s nearshore staffing services are tailored to integrate fluidly into your existing business operations – within 15-30 days. Here’s an overview of the process used to implement services and reduce your operational costs.
Project Initiation
Initial introduction call to assess your needs and explore opportunities.
Solution Development
After analyzing and evaluating the needs of your business, Connect will follow up, in a short amount of time, with solutions that work.
Implementation
Connect will allocate agents and produce the start-up planning documents including GANTT charts and critical milestones.
Instant, Measurable Cost Reduction
Migrate from high variable cost to low and predictable fixed costs using Connect International. To learn more about us check out our LinkedIn page.
Frequently Asked Questions
WHERE ARE YOUR OPERATIONS LOCATED?
Managua, Nicaragua is in the Central Time Zone half the year, and in the Mountain Time Zone the other half of the year. The time zone proximity allows our staff to easily work with our U.S. based customers.
Panama is in the Eastern Standard Time (EST) zone and five hours behind Greenwich Mean Time (GMT-5). There is no daylight savings in Panama, so the time difference with U.S. destinations changes by an hour during daylight savings.
IS IT HARD TO FIND AGENTS WHO SPEAK ENGLISH?
Not at all. While Spanish is the official language, English is widely spoken, especially among our target workforce. In Managua, many of the high schools teach lessons in English. Additionally, a fair number of high school graduates go on to college to further their studies, which are conducted in English. Many Nicaraguan and Panamanian citizens have lived in the United States, and have returned to Nicaragua to raise their families.
IS THERE A MINIMUM NUMBER OF AGENTS REQUIRED?
No. However we encourage new programs to start with 4-6 agents in order to provide a solid representation of the benefits our services will provide.
ARE THE AGENTS QUALIFIED TO WORK IN OUR INDUSTRY?
All of our potential candidates need to pass a drug-test and criminal background check prior to being considered for employment.
HOW ARE THE AGENTS TRAINED?
The training program is adapted to fit the specific service utilized. Classroom training is provided in all cases, with lectures, hands on role-playing, case study reviews and testing. Specific statutes such as FDCPA, TCPA, etc., are taught for programs that require such pertinent information. Client specific knowledge, KPIs and other such information are delivered in various way, including “train the trainer”, webinars, and in some cases client site visits.
HOW LONG DOES IT TAKE TO BEGIN USING CONNECT SERVICES?
In most cases, our programs go from concept to start-up with in a 30 day period. This includes executing the required service agreements through the process of allocating agents and providing any necessary training before we begin.
HOW DOES CONNECT INTERNATIONAL CHARGE FOR SERVICES?
Connect International charges a flat rate per month per agent. This includes the agent costs as well as the connection cost from our office to our customer’s phone switch or dialer. While a flat pricing plan is most popular, Connect is open to discuss other pricing options.
Quality is Our Priority
Want to experience the quality of Connect’s offshore or nearshore staffing services first-hand? Check out these sound clips from actual Connect agents.