Konecta España: leaders in BPO and Customer Relations
We are the leading national company of the sector of the externalization of BPO services and Customer Relations. In order to consolidate this position, at Konecta we have been helping to improve the business processes of hundreds of companies since 1999, making available to them a wide range of solutions that are developed based on the best management practices and technological innovation and adapting ourselves to the new market situation.
Over the years we have expanded our portfolio of services so as to meet the needs of our growing list of clients from different industries on the Spanish market, thus becoming one of the firms that has grown the most in the sector of complete outsourcing services.
Our strategy is based on the providing of two major added values: firstly, exquisite treatment of the business that our clients have entrusted to us; and secondly working throughout the life cycle of the business to capture, maintain, attend to, and achieve the loyalty of the user of the brands based on a principle of active listening through the various channels.
- Lasting relationships with world-class clients
- Innovation and Omni-channel Solutions
- A diversified portfolio of services in constant evolution to adapt to the major changes of the market
- Adaptability and flexibility so as to provide quick custom solutions to customers’ requirements
- An experienced and committed team
- Operative structure and reliable technology
- Corporate Responsibility: commitment to groups of interest
Our adaption capacity has allowed us to evolve so as to provide a response to the various social and technical realities in which the digital and the traditional client coexist.
We accompany our clients in their digital transformation projects, seeking the most efficient way of connecting with the new generations of users so as to meet their needs and at the same time offering interaction alternatives to the most traditional clients who require a combination of on-line and off-line channels.
In our projects we include a specialised consultancy service that allows us to identify the best solution for each process, and in addition offer tools that allow intensive data analyses to provide important differential value. Integrating channels and experiences constitutes the catalyst for increasing the satisfaction and hence for achieving the loyalty of the final customer.
The creation of KCEM, a customer experience tool for listening to and giving quick answers to brand users.
The global reconversion of services and processes supported by the creation of a Transversal Efficiency Unit that gives the customer greater value.
The development of a Banking Operation Factory for the managing of financial processes, factoring different tasks, and providing them in the most efficient way.
The setting up of the Konecta Insurance Mediation Services for the complete management of insurance companies.
Our professionals, our main value
At Konecta we have a specialised team of professionals in line with client objectives; they are adaptable and flexible in their management and aim to achieve loyalty from the brand users by being familiar with their needs and responding not only to the latter but also to their preferences, their requirements, or the trends of the environment affecting them. We offer the best experiences throughout the life cycle of the relationship with the end user.
In order to do so we have:
- A selection process carried out by highly qualified and experienced teams who seek profiles in accordance with the needs of the post.
- Adaptable and flexible contracting processes adapted to the service.
- Initial, continuous, and recycling training for each of the services provided; transversal training that aims to improve the development of our personnel. Development of our professionals: we detect the talent existing in the company at a global level. 90% of our directors have been promoted internally.
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.
Konecta has held the UNE EN ISO 9001 Quality Certificate since 2002 and the UNE EN ISO 14001 Environmental Certificate since 2014; it is a member of the GET 14 Working Group for the standardization of the ISO/WD 18295 Customer Contact Centre (Requirements for Service and Organizations).
Thanks to the implementation of a Quality Management System according to standard UNE-EN ISO 9001, our organization shows its capacity to provide in a coherent manner products or services to meet customer requirements and applicable regulations.
Equally, the implementation of an Environmental Management System according to standard UNE EN ISO 14001 allows the positioning of Konecta as a sustainable and responsible company committed to the optimum management of resources and waste, reducing negative environmental impacts deriving from its activities or those risks associated with accidental situations.
AENOR currently audits Konecta’s Quality and Environmental System. In this way it can be checked independently that at Konecta we comply with the quality requirements established in its Management System and in the standards of reference.