Claudia Rodríguez crodriguez@sourcing-corp.com Sourcing Corporation is a leading provider of outsourced services in Latin America. We have over 15 years of experience providing call center, back office and technical support services to clients in the US, Canada and Latin America from our facilities in Guatemala. Our mission is to deliver world-class customer experiences through our people. We take pride in developing long-term partnerships with our clients and continuously investing in technology, processes and training to exceed expectations. Some of the key services we provide include: - Inbound/Outbound Call Center Services - Technical Support - Customer Service - Collections - Back

2. About Us
About Us Mission Statement Mission
• In Contacto Express • We exceed the • Create new ways to
we are more than a expectations of provide security to
call center, we create customers, both our clients based on
opportunities based internal and external, the experience of
on the needs of our providing an excellent exceptional service,
clients, focusing on service through a technology and
our culture of continuous recognition as a
customization in improvement of provider of a
order to satisfy the information, solutions center
customer according coordination, devoted to increase
to their expectations. verification of the satisfaction of the
processes and usage customer.
of indicators of
service management.

3. Corporate Values
Commitment
Efficiency
Goal Orientation
Excellence
• Continuously • We properly use • We assume the • We focus on
meet the our resources, to actions with performance
expectations of achieve effort, and results in
our customers, objectives and dedication and everything we
with attitude, planned goals, commitment, do. We are
agility and optimizing the building passionate
anticipating their use of our confidence of about finding
needs. resources and our activities to the best
time. our customers. solutions. The
interaction and a
strong discourse
clear the way to
provide value to
all those
involved in the
process.

4. Service Standards
Quality
• Always provide a responsive and honest treatment to customers offering our products
and timely services, fulfilling always with the required expectations.
Confidence
• Acquire the confidence of our customers, achieving on time and efficiently the
commitments made; in the event of a contingency or unexpected situation, a timely and
friendly communication with the customer is maintained, determined to cover all their
expectations.
Compliance
• We realize the tasks with responsibility to address and resolve in a timely manner the
needs and expectations of our clients.
Continuous Development
• We are constantly working on the consolidation and improvement of our activities to
become productive and competitive.

5. Culture of Personalization
• In Contacto Express we • We adapt to the service • By personalizing the CRM
generate reports ad hoc to needs of our clients , according to the needs of the
customer needs, while whether in schedule, client we can offer highly
maintaining a horizontal and specification of the account technological solutions and
vertical communication with or the environment in which the flexibility to completely
employees, following they want to develop the blend to the product or
standards previously project. service required by the
established by the client. customer.
Communication Service Product

6. General Services
Inbound Outbound E-Bound T-Bound
• It is an area where • It is an area where • It is an area where • It is an area where
specialized executives, specialized executives, specialized executives, specialized executives,
especially trained receive specifically trained dial calls specifically trained interact especially trained interact
calls (inbound) from (outbound) to internal or with customers via e-mail with customers via SMS or
internal or external external customers. or chat MMS.
customers.
Blending

7. Specific Services
Customer Service
• It is the presentation of the service to customers before, during and after a purchase, in
order to ensure overall satisfaction. It is a vital part of the proposal of the company to the
customer. An excellent customer service is the business card to a crowded and highly
competitive market. It helps create loyal customers, eventually increasing the revenue.
Business Intelligence
• It is the presentation of the service to customers before, during and after a purchase,
where a labor of sales, marketing, billing or any other specific services to generate more
revenue for our client is made.
Technical Support
• Next to customer service, it helps us reduce the work flow in the Technical Department of
the client, helping us provide solutions effectively and immediately depending on the
situation, looking to avoid moving it, to the operation of the company.
Specialized Services
• We seek to adapt ourselves to the exact needs of each of our clients. Within these
services we can adapt to both inbound and outbound calls.

8. Customer Service
• If the company does not meet the needs and desires of their customers it will
have a very short existence. All efforts should be aimed towards the client,
Customer because he is the real driving force behind all activities of the company. It doesn’t
Service matter if the product or service is of good quality, has a competitive price or is well
presented, if there are no buyers.
• It is the set of interrelated activities offered by a supplier in order that the
customer gets product information at the time and place needed, ensuring the
correct use of the it. The information to the client can be a powerful marketing
Information tool.
• Studies found that it is five times more expensive to capture a new customer than
to recover a pre-existing one. Through a demonstration of the benefits offered by
the internal client’s products in conjunction with an excellent customer service,
Retention this portfolio of dissatisfied consumers is retained or recovered.
• In the handling of complaints you always have to think how much it costs to make
a new client, so that any loss, implies an economic drop, even though we can’t
determine it..
Claims

9. Business Intelligence
• Currently more and more companies incorporate telephone sales,
either as single sales channel or for increasing profitability and
Sales increasing the variety of contacts.
• Telemarketing is an activity of marketing that allows instant, live, two-
way contact between the supplier and the consumer.
Telemarketing
• We seek to resolve the incident by contacting directly the debtor,
Collections & explaining the importance of meeting the debt as soon as possible to
avoid unnecessary costs.
Disputes
• It is the tactic by which a vendor is trying to sell complementary
products to which the client currently has.
Cross-Selling

10. Technical Support
• We provide directions and guidelines to address the problem or
incident that is concerning the client in the fastest possible way.
Level 1
• We coordinate your team of technical support, using crossed
information between availability of inventory, as a location where you
Level 2 must provide the service.
• We coordinate your team of technical support, using information
between availability of inventory and location where the service is
Level 3 needed, as well as the constant communication with the suppliers.

11. Specialized Services
Surveys Loyalty Quality Events
Campaigns Assurance
Invites Post Call Welcome Personal
Surveys Calls Assistant

12. Differentiators
Personalization and closeness
Labor Union prevention.
Long term relations.
Constant feedback and team
work
Employee support and
assistance.
Transparent process. Process implementation.
Remote access to the site, cameras
and computers.
Regular background checks.
Organizational support at no
additional cost.
Business advice.

13. Site

14. Site

15. Site

16. Clients

17. Lic. Gustavo López Aguirre
Director
Guatemala, Guatemala
Phone: (502) 2312-7374
US: (305) 507-4700
Fax: (502) 2312-7373
glopez@sourcing-corp.com
www.sourcing-corp.com