Nombre de la organización

We’re a Company that offers Outsource Call
Center Services since December 2003. Our
objective is to reduce costs for our clients and
at the same time provide excellent quality
standards to their customers.
We currently manage and distribute a powerful
contact center platform that exploits the
benefits of voice over IP and web applications,
helping to simplify the process of negotiation
with the client remotely.
We create high value proposals that are key
differentiators in order to develop creative
solutions that enable high-value results for our
clients.
Our team consists of more than 1500
collaborators of different professions and
idiosyncrasies that are constantly working to
give their best and compromise with the
objectives of our clients to achieve their
success
Colombia is one of the most privileged
countries in the world because of its strategic
geographical location that helps shortens
distances by making it the point of union
between the two Americas
Thanks to our continued growth, we have two
sites, one in Bogota and one in Barranquilla,
equipped with more than 1,000 stations in
capacity to work 24/7 without the risk of cuts
or interruptions.
We have strategic Joint Ventures that allow us
to implement additional campaigns in Belize
and Mexico.
The Colombian government has the contact
center industry in their priorities due to its
rapid growth and job creation.
The growth of the industry has developed
rapidly over the last years in Colombia
because of the high quality provided and is
one of the most prosperous sectors in
comparison to other countries that have been
in the industry for a longer period of time.
Mission
…”Provide the best avialable tools and
Human resources to exeed our
customers needs”
What we offer?
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We are experts in the provisioning of Outsourcing services aligned with the objectives of
our client and flexible to its requirements, in addition we count with more than seven years
of experience in the Industry.
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We specialize in the design, implementation, and operation of our client accounts
Provide customer acquisition, customer care, technical support and Helpdesk services
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Operational efficiency
Customer satisfaction
To provide with tangible results improvement in customer service through Call Center
Outsourcing
We offer the best standards of Quality in the industry
Our focus on the attention of different industrial sectors in various markets worldwide
enables us to consolidate a proper expertise with knowledge of each industry immersed in
the environment both locally and on the global stage, taking the particularities that each
context requires.
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Creativity
The knowledge and talent of our staff allows us
to adapt to the necessities of each of our clients
and to tailor solutions in order support their
specific needs.
Flexibility
The flexibility and adaptability of our technology
solutions are evident in the implementation of
the most diverse interactive campaigns. We can
get in touch with your customers through
different methods like: telephone, SMS, fax, emails, chat, among others.
Privacy
We work under strict confidentiality rules that
start from the commercial trading process and
involve the entire operational process.
Databases and other internal and external
information are backed up with a contract that
represents the commitment of bilateral as an
ethical company and professional with its
clients.
In customer care service it is a priority to define WHO the client is and to highlight
its importance:
Courtesy, politeness, complete distribution and exchange
of on-time information are key elements required evenly by the customers,
client and the side by side co-workers.
 Internal Client: Customers
 External Client: The company that receives benefits from the service offered
COURTESY
Bilateral
EDUCATION
INFORMATION
EXCHANGE
CUSTOMER SERVICE
INTERNAL AND
EXTERNAL CLIENT
Integral Components of a Contact
Center
People
Processes
Technology
We have a base of qualified professional
personnel that is pre-selected based on our
client needs.
Our staff is trained to be courteous,
responsible,
efficient,
professional,
successful and with a high sense of
ownership towards the Company, passing
through strict selection processes and
training.
We guarantee a high profile of the human
resource, with good quality of life, good
working environment and ongoing control,
which assures our clients the desired results.
We recognize everyone with their unique
potential, assessing their strengths and
accepting their differences, in a climate of
dignity.
Analyze the information according to the
needs of our client for the recruitment and
development of the required profiles.
Daily reports available for our clients.
Trained staff with previous experience in the
industry of Outsource Call Center Business.
Develop incentive programs that are linked
to the parameters and expectations of our
clients.
Define and identify the requirements
needed for each campaign in order to
provide feedback to our clients.
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Our infrastructure in technology and experience
in the field has allowed us to offer complete
solutions and integrate them developing specific
service level for each client.
Management focused on cost optimization
andoperational excellence based on Maturity
control processes guaranties an optimal sizing
and asses threats providing an optimal solution.
Bilateral operates under VoIP communications
and PSTN links giving us the capability to drive
inbound outbound near shore, ofshore and on
site campaigns
Our flexible and integration platforms allow us to
provide a custom made solution
Our technological infrastructure has High
Availability and full continuiti allowing us to
provide changes on demand
Our systems are robust scalable and open
capable of unifying solutions.
Our automated reporting platform based on
business intelligence allwou us to provide real
time reporting campaign effectiveness, and
supporting tools to correct targets and strategy
based on an stochastic mathematical model.
Redundant Link
Router
Router
Barranquilla
Bogotá
Active directory Seconday Domain
Controller
Active Directory
Load Balancer Appserver
Load Balancer Appserver
Mirror IVR
IVR
C
L
O
W
D
V
V
Core
Switch
Application Server
PBX
MPLS
Core
Switch
Application Server
Mirror PBX
Mirror CTI/ACD
CTI/ACD
Web Filter Content Manager
C
Hot swap Web Filter Content
Manager
C
IPphone
IPphone
SoftPhone
SoftPhone
IPphone
SoftPhone
IPphone
SoftPhone
SoftPhone
SoftPhone
SoftPhone
SoftPhone
P
S
T
N
Link Redundant
Assingns
Permission
s
Router
Router
Barranquilla
Bogotá
Process
Option
Active Directory
Load Balancer Appserver
IVR
Active directory Seconday Domain
Controller
Load Balancer Appserver
Mirror IVR
V
V
C
L
O
W
D
Core
Switch
Application Server
Selection
based upon
skill
CTI/ACD
Web Filter Content Manager
C
IPphone
SoftPhone
Accepts
Calls
Hot swap Web Filter Content
Manager
C
IPphone
SoftPhone
SoftPhone
IPphone
SoftPhone
SoftPhone
SoftPhone
SoftPhone
On demand transfer
Agent a Assits
Mirror PBX
Mirror CTI/ACD
Secures Web
Access
IPphone
SoftPhone
MPLS
PBX
Core
Switch
Application Server
P
S
T
N
• Inbound Customer Service
• Outbound Customer Service
. Inbound Sales
Outbound Sales
• Collections
• Telemarketing
• Appointments
• Technical Support
• Surveys
•E-Surveys
• Database updates
• Contact administration
• Emails, Chat, SMS, Fax
• Automatic dialing
• Retention Campaigns
• Rental of Infrastructure
Why select Bilateral?
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We currently provide Outsource service to Tracfone/Net 10 the number one Prepaid service provider in the USA.
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We participate in joint ventures that help us to expand our portfolio services and creates an
strategic alliance in order to provide the best service to each of our client accounts
Inbound /Outbound.
We are true partners with the client by becoming an extension of their company and
accompanying them in the reengineering of its processes with accurate solutions, fast and
of added value, underpinned by a commitment to operational efficiency, profitability and
competitiveness over time.
We provide tangible results to our clients through a visible improvement in its services and
customer service.
Winners of multiple Quality Cups given by our clients.
Specialized technicians to develop a sized solution
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If you do not yet have a call center and want
to outsource, Bilateral helps with the
implementation and operation of the center, by
providing the necessary infrastructure and
respective training to operate successfully and
as soon as required.
Our experience in the assembly of remote Call
Centers allows us to respond promptly to your
requirements.
If you need to succeed in environments that
are
increasingly
large,
complex
and
competitive, think of Bilateral. We have the
assets, training, knowledge and experience
that can help you reach your aspirations to be
a company of high value and performance.