TELECONTACTO PUERTO RICO
President |Telecontacto
Executive and entrepreneur with experience in Contact Centers, BPO, Advertising, Communications and Public Relations. Co-founder of multiple Contact Centers in Puerto Rico, Colombia and Florida, USA. Tell us more about you.
I have a bachelor’s degree in Communications with a specialization in advertising and public relations. Then I also studied law, both degrees at the University of Puerto Rico.
In 1997 we officially founded Telecontacto and today we have 3 different locations in San Juan. We have 500 workstations with more than 500 employees.
WHAT WERE THE MOST DIFFICULT AND MOST SATISFYING MOMENTS?
The same event that was the most difficult at the same time was the most satisfying, I am referring to Hurricane Maria in 2017. We continued operations 24/7 even during the course of the hurricane, helping our clients in their continuity of business.
CURRENT PRODUCTS AND SERVICES.
We are an omnichannel contact center focused on elevating the customer experience, integrating multiple points of contact on a single platform.
We make inbound or outbound contact programs, we work in the area of surveys, we manage sales or leads programs, among many others, whether through social networks, internet, telephone or email.
HOW DO YOU ATTRACT NEW CLIENTS OUTSIDE OF PUERTO RICO?
We currently have several customers outside Puerto Rico. When we started we exported 2% of our sales and today it is 20%. Our goal for the next 12 to 24 months is to reach at least 50% in service exports. Our clients are our best ambassadors.
TRUST AND IMAGE: HOW DO YOU MAKE YOURSELVES KNOWN WITH TRUST AND CREDIBILITY?
We are a very horizontal organization, with transparency as one of our golden values. We focus a lot on understanding what our clients; needs are in order to fully understand their business.
“We focus a lot on understanding what our clients’ needs” DESPITE THE PANDEMIC, HURRICANES AND OTHER PROBLEMS, DO YOU HAVE ANY CORPORATE SOCIAL RESPONSIBILITY PROGRAMS?
We support institutions that assist victims of gender violence, and we work with the Deaf community.
ARE YOU THINKING OF ATTRACTING ANY STRATEGIC PARTNERS FROM THE U.S. OR OTHER COUNTRIES?
It is not out of the question, in fact we have recently had initial discussions with potential US strategic partners who have identified us to add some value and to strengthen our service offering.
WHAT ARE YOUR FINAL COMMENTS ABOUT PUERTO RICO FOR THE READERS OF THE LOS ANGELES TIMES TO VISIT THIS COUNTRY?
In the private sector we have the best service offerings to reach the U.S. market, as a country we operate under the U.S. regulatory framework, but with very attractive advantages and incentives. The work force is highly educated and skilled and trained in Spanish and English. Don’t forget our beaches, best in the world!