FREQUENTLY ASKED QUESTIONS...
BUSINESS
What services does Atento provide?
Atento works with leading organizations world-wide
to provide them with traditional offshore outsourcing services as well as consulting and start up incubation staffing and project management
services. We specialize in establishing offshore development
centers for our clients and partners with teams of service professionals
working dedicatedly for their projects and processes. Broadly,
we provide the following services:
- Traditional Offshore Outsourcing
- Offshore Consulting and Project Management
- Offshore Personnel Staffing
- Establishing Offshore Centers
- Offshore Pilot Project Incubation
What are the modes of communication with the
offshore team?
The modes of communication with the offshore team are the
following:
- Telephone, using VOIP technology
- Email
- Instant Messenger Chat
Where is Atento’s Offshore Service Center located?
Our near shore service center is located in Managua, Nicaragua, Central America.
What are the available service coverage schedules?
Atento offers variable work schedules reflecting the requirements of our clients. These
include normal business hours coverage to 7x24.
What are Atento’s core competencies?
Our core competencies are the following:
- Expertise in Nicaragua and Central America
- More than 35 service solution deployments in Central America
- Best-of-the-breed customer service talent
- Fortune 1000 customer endorsement
- State-of-the-art offshore service center with a capacity of 75 seats
- Partnerships with leading global companies
What is Atento's Personnel Sourcing Methodology?
Atento provides you the best talent by matching your needs while
utilizing the benefits of offshore outsourcing. Our personnel sourcing
methodology is designed to minimize turnaround
time and maximize quality of talent. When you need personnel
for your outsourking project, we can provide
you a single specialist or an entire team in record time.
| Define |
Understand and document the precise
requirements of the positions to be filled. |
| Aggregate |
Tap Atento's extensive source network and
pool together a large slate of potential candidates. |
| Screen |
Review candidate profiles against the requirement
and screen out mismatches. |
| Match |
Interact personally with the candidates to qualify
skill-sets, interest, and compensation. |
| Refer |
Suggest a set of near-perfect candidates to the
customer.
|
Minimum of how many offshore resources
can we start with?
There is no minimum number of resources as such. We can
start with one resource and go upto any limit. We have a
scalable infrastructure which enables us to ramp up our
operations quickly as per the requirements of our clients
and partners.
How does Atento protect confidentiality?
Before a initiating a project, Atento signs
a Non Disclosure Agreement (NDA) and Project Confidentiality
Agreement with the client. Under this agreement, we keep
the client and offshore project-related information in strict
confidence. Any references or client’s outsourcing
project details are not revealed without the prior approval
of the client. We also sign a Non Disclosure agreement with
our employees so that the confidential information of the
client is not shared with any external entity.
Can you provide references?
Yes, we can provide you with our client references. We have
built solid relationships with our clients and partners
by helping them meet their business objectives and providing
them high quality service that exceeds their expectations.
How do you ensure quality of services?
At Atento, we have adopted a quality framework that is aligned as per SEI CMM
Level 3 standard. Quality at Atento is a continuous
process and it permeates deep down in the corporate hierarchy
starting from the top management. Quality is a culture for us.
Our processes are derived from industry standard practices and
have been customized to suit the requirements of offshore
development.
What type of a team does
Atento have?
At Atento, we
have a team of exceptionally bright and talented professionals
with experience of working with companies like IBM, Microsoft,
Banco de Costa Rica, Enitel, etc. Our management staff are bilingual, university and masters graduates.
Our operations staff personnel are a mix of bilingual university students and graduates. We have the distinction of attracting
and retaining bright talent through promotion of a culture of
growth and continuous improvement.
How flexible are you in accepting our standards and processes for our projects?
Atento is flexible enough to accept your methodologies and standards that suit your way of conducting business. We can work the way
you want us to work and ensure that your business objectives are met.
What engagement models does Atento offer its clients?
We offer multiple engagement models to meet the diverse needs of our clients. We offer the following engagement models
or a combination:
- Project based pricing
- Effort based pricing
- Pilot Project Incubation
Can I outsource the projects that I have from my clients to Atento?
Yes. Partnerships are at the core of our business philosophy.
We have built solid relationships with companies in order to help them reduce their cost of service delivery
through strategic offshore delivery model. We partner with
companies that are looking at reliable offshore services
provider that can bring about tremendous synergies to their
businesses.
What are the main reasons companies outsource projects to Atento?
We have listed the main reasons why our clients have outsourced
projects to BorderlessMind:
- To drastically reduce operating costs
- To reduce their risks involved in setting up an offshore service center
- To gain access to Spanish-language service skills from Nicaragua
- To supplement staffing due to personnel limitations
- To free up non-capital resources for other in-house projects
- To improve service quality and customer satisfaction
Top
GENERAL
What is Offshore Outsourcing?
Offshore outsourcing opportunity is one of
the most advantageous options that globalization and spread of
the Internet have brought into our lives. Offshore outsourcing
provides all the benefits of local outsourcing and delivers
additional value in resource availability, experience,
expertise, higher quality, improved time-to-market, and lower
cost. To survive in this competitive market and focus on core
competencies and clients, it is paramount that outsourcing
be an integral part of your business strategy for growth.
Do
you have your own offshore service center or do you subcontract?
We have own service center in Managua, Nicaragua, Central America and we do not sub-contract. This is basically to safeguard
the interest of our clients/partners and also to have a
greatest control over the processes, people and projects.
What
are the main benefits that businesses gain from offshore
outsourcing?
Today’s organizations must find ways to cut costs, improve quality and customer satisfaction ,
obtain higher productivity from skilled resources and have
in place best practices, reduced risk through diversification,
and accelerate time-to-market for products and services.
Offshore outsourcing helps companies meet these objectives
by providing:
- Cost effectiveness — Salaries of service professionals
are significantly lower than those in North America
and Europe. This wage differential translates into cost
savings.
- Large pool of service talent — Nicaragua has a large
resource pool of highly qualified and experienced service
professionals with expertise in a wide variety of sectors. This cost effective talent pool can be
tapped into and world-class resources can be deployed
for a reliable services delivery.
- Best Practices — Focused heavily on quality
and continuous process improvement, offshore service
centers operate at high levels of efficiency, predictability,
and reliability. High process maturity greatly reduces
the risk of project failures and provides significant
advantage when managing service level agreements.
- Round the clock operation — Offshore service
facilities located in Nicaragua are in a similar time zone (CST) allowing ease of communication and travel.
Notwidthstanding, many service centers provide extended operations to allow around the clock service coverage.
Why is Nicaragua an attractive destination for offshore outsourcing?
Although there are many choices for offshore outsourcing,
not all offer the right formula of success. Selecting the
right option requires right mix of factors such as cultural
affinity, geo-political risk, cost advantage and resource
availability.
Nicaragua is an emerging destination for offshore outsourcing for a variety of factors:
- Competency in delivering BPO services — Nicaragua and Kentral America is an emerging near shore
region with a growing understanding of business applications.
Several US companies have their own captive development facilities as well as
outsourcing relationships with offshore vendors.
- Availability of skilled resources — Nicaragua has a rapidly growing pool of bilingual, highly productive, experienced service
professionals. Nicaragua young educated labor force is one of the fastest growing and productive in Latin America.
- Government support —The Nicaraguan government is a strong
supporter of BPO initiatives and has invested heavily
in building its capabilities and supporting it.
- Cultural affinity — Nicaragua has a sizable English speaking population with many having prior work experience in the US.
Top
OPERATIONS
How do you manage resource attrition?
At Atento, we have implemented policies which
are very people-friendly as well as a work culture that
promotes healthy competition, dynamism and continuous learning
and improvement. Our compensation packages match industry
standards and are performance based. All this has ensured
that the attrition rate in our company is low and our people
retention rate is high.
How do you manage the recruiting process?
We have access to thousands of highly qualified customer service professionals
with expertise in various disciplines. We have a team of recruiting experts
who swing into action when a requirement comes in
for any particular resource. We follow a rigorous selection procedure in order to ensure
that the best people join our team. Our selection process
includes technical test, communication and English proficiency
test, group discussion and interview. Our clients always have the option for final candidate approval. I
How do you ensure knowledge retention in your organization
pertaining to the projects that you handle?
At Atento we understand the importance of knowledge
pertaining to the project and ensure that we deploy a shadow
resource for every 5 or 6 resources who work on the project.
This ensures that despite the attrition that may happen
in the future, there is an extra resource (who will be the
knowledge source) pertaining to that project. Majority of
our projects have shadow resource deployments in order to
ensure safety of our client’s projects.
What type of project fees are available?
We will charge you a monthly sum for each of the of services
that are provided offshore. We will customize our
pricing for you depending upon the type of services, scope and duration of the project.
Our pricing structure is very cost effective with zero hidden costs.
If your are interested in exploring the opportunities of offshore outsourcing, please Contact Us.
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