Inspiring with innovation
Konecta Columbia started its activities in Bogotá in 2010 with the creation of 400 positions to respond to the demands of a major telecoms operator, Movil Provisioning y OTC, to support its ADSL services. Over the years our highly specialised service has allowed us to become a more efficient strategic partner to support our clients’ business objectives, delivering increased profitability, enhanced customer satisfaction and improved brand advocacy.
Following the recent acquisition of Allus Global BPO Centre (under the name of Multienlace) in Colombia, Konecta has become the leading provider of Customer Management solutions in the country. We are now well placed to deliver excellent short-to-medium term growth expectations with our national platforms and with the support of our nearshore and offshore centres. Our strengthened position will allow us to build on our reputation as the leading BPO provider in Colombia and will enable us to maintain high levels of client loyalty based on the effectiveness of the services we deliver.
Strong emphasis on our people: Selecting, Training and Retaining the best professionals.
The use of technology to provide improved services and maximize interactions with customers.
Operative processes developed to improve productivity and reduce the cost per interaction.
Providing a memorable customer service experience to guarantee high levels of satisfaction underpinned by operational excellence.
In Colombia, Konecta has concentrated its efforts on the evolution of the basic Contact Centre service into a Customer Relationship Centre, ensuring that we deliver memorable service experiences to clients and their customers.
The result is a new generation of solutions aimed at companies and their customers, designed to support the end-to-end management of its business processes; which are adjusted to meet the constant changes and needs of both national and international clients and allow them to build relationships of true value.
After accumulating experience of providing outsourced services on both a national and an international level, Konecta Colombia has capitalized on its deep knowledge and understanding of the industry. As such, we appreciate the challenges that companies, customers and 3rd parties are facing by carrying out systematic 360° analyses that result in a thorough understanding within a global context. Using this information we are able to support our clients in planning processes and assist them in making informed decisions that enable them to provide appropriate solutions for their customers.
As a result of these robust analysis activity, Konecta has developed innovative omni-channel solutions that bring together all the end-to-end solutions required to support company-customer relationships on the same service platform. We combine investigation, diagnosis, and customer knowledge with a consultancy to deliver unique customer experiences, supported by the design and execution of the proven business processes, incorporating new world trends and creating new initiatives wherever possible.
What differentiates us
- Extensive industry knowledge with global experience.
- Leading-edge technology that offers innovation and delivers creative solutions.
- Considerable experience in providing complex operations across a diverse range of high profile client brands.
- World-class Operating Model based on COPC, the leading standard in the Contact Centre and BPO industry.
- Wide experience in delivering Multichannel services and Interactive Voice Response (IVR) solutions.
- An employee engagement Model certified under the COPC standard that consistently delivers high levels of job satisfaction and operational efficiency (through reduced attrition and absence levels).
- Increased Customer Satisfaction resulting from our proven operating and quality control models.
- Highly secure environments that mitigate the risk of data breaches and cyber threats.
- Strong emphasis on quality assurance, supported by Customer Experience and Relationship Model.
From the outset we have worked to encourage an atmosphere of participation, innovation and teamwork, creating a people Management strategy that enables us to attract and retain the best candidates.
At Konecta Colombia we strive to develop the full potential of our people and to ensure we look after the welfare and motivation of all employees.
We not only concentrate on the career development of our people, but we also consider their complete wellbeing and that of their families
We are transforming our business through our people, and we strengthen actions designed to improve the personal and professional growth of our employees. In order to achieve this we have consolidated our business strategy of people through:
- Involving the leaders of Konecta in supporting the performance and wellbeing of employees. The Leadership and Management School gives our leaders tools for their development and that of their team within the framework of Konecta’s stated values and culture.
- Developing programmes that benefit all employees.
- Guaranteeing conditions of equity and equality, as part of our commitment to the Stamp of Employment Equity of the Ministry of Labour and the United Nations Development Programme (UNDP).
OUR COMMITMENT TO SUSTAINABLE DEVELOPMENT
Aware of the role that is played by any company in society, we concentrate our sustainability strategy on both the social dimension of our own employees and of the society in general. As such, we undertake a range of activities and actions to guarantee good corporate government and the protection of the environment.
Our business model aims to maximize the creation of shared value, both for the company and for our groups of interest and the communities in which we carry out our operations. To ensure this philosophy is successful, we implement management practices based on profitability, innovation, equal opportunities, ethics and sustainability.
We develop measures to guarantee: equality within our organization, the integration of people at risk from social exclusion, health and safety at work, and also the management of the talent of our professionals. From an external point of view, thanks to Konecta Foundation, we assume our role as a caring corporate citizen and are actively committed to the sustainable development of our company.
We adopt and maintain a commitment to improving environmental policies and behaviour. This is demonstrated by a range of measures we have implemented, including an aim of reducing energy, paper, and toner consumption throughout the company, together with continuous actions to make our employees aware of the importance of their contribution in the preservation of all the environments in which we operate.
Certificates and affiliations
We guarantee our processes with certificates of quality and security processes.
We have held for over fifteen years the Quality Management System certificate ISO 9001 of the international standard of IQ-NET, the certifier for Colombia ICONTEC, which ratifies us as a solid mature company with the highest standards of an optimum system for attending and satisfying our clients
Colombia implements the best practices applicable to the industry including the PCI-DSS (Payment Card Industry Data Security Standard) that guarantee the implementation of controls for the adequate handling of sensitive information, such as transactions with credit and debit cards through the various contact channels including the Audioreply services which are systems for voice and video recording.
Social Responsibility Certificate – Fenalco Solidario.
Colombian Association of Contact Centres & BPO.
Colombian Association of the Collection Industry.