When Eduardo Salazar and his partners divested a similar venture a couple of years back, they felt that a lot of value was yet to be made. So when the opportunity materialized they came back to the BPO industry because of the positive impact it could create. They were right.
Founded in 2013, OneLink serves customers from different GEOS namely Colombia (Medellin and Bogota), El Salvador (San Salvador and Santa Ana), Nicaragua (Managua and Leon), Guatemala (Guatemala City) and Mexico (Ciudad Obregon). The purpose is to Revolutionize the BPO industry through innovation, entrepreneurship and a culture of happiness; generating value for its partners, customers, and the community. The Contact Center with a Smile, as it is called, provides innovative and customizable solutions for businesses of all types including but not limited to clients in consumer, telecom, technology, travel and leisure sectors. Its services include customer relationship management, sales, technical support, finance and accounting, logistics, supply chain, and other back-office services. The company provides customer support and technical support for their client´s end users through web channels such as web chat, web forms, email & social media and are managing over 3.5 million monthly interactions across their sites. They also generate content for support web sites such as articles and product updates. Furthermore, they develop content for social media accounts like tutorials and generate promotions for top LATAM & US brands. Together, they work with their partners to increase customer conversion rates, improve NPS or CSAT and generate efficiencies through the execution of successfully proven processes. But the experience is not focused only on the compliance of metrics, but on adding value to their clients' business through strategic initiatives and innovation.