Outsourcing is the act of one company contracting with another
company to provide services that might otherwise be performed by
in-house employees. Often the tasks that are outsourced could be
performed by the company itself, but in many cases there are
financial advantages that come from outsourcing. Many large
companies now outsource jobs such as call center services, e-mail
services, and payroll. These jobs are handled by separate companies
that specialize in each service, and are often located overseas.
There are many reasons that companies outsource various jobs,
but the most prominent advantage seems to be the fact that it often
saves money. Many of the companies that provide outsourcing services
are able to do the work for considerably less money, as they don't
have to provide benefits to their workers and have fewer overhead
expenses to worry about. Depending on location, it may also be more
affordable to outsource to companies located in different countries.
Outsourcing also allows companies to focus on other business
issues while having the details taken care of by outside experts.
This means that a large amount of resources and attention, which
might fall on the shoulders of management professionals, can be used
for more important, broader issues within the company. The
specialized company that handles the outsourced work is often
streamlined, and often has world-class capabilities and access to
new technology that a company couldn't afford to buy on their own.
Plus, if a company is looking to expand, outsourcing is a
cost-effective way to start building foundations in other countries.
Over the years, Costa Rica has established itself as one of
the largest and most outstanding shopping and tourist destination in
Latin America. Factors such as political and economic stability,
high levels of education, the development potential of large
markets, the low cost of living, and the strategic geographical
location, mean that Costa Rica is a more than favorable for
Thus, as the focus of foreign capital has shifted
from manufacturing enterprises (mostly textiles) to utilities (call
centers, outsourcing, back office); transition given by the high
level of education, the existence of a strong investment in
technical education institutions, professional and English language
proficiency at both state and private, and to have an edge
Many young Costa Ricans show
great interest in the intellectual and technological development,
which is consistent with many of the needs of global firms. Examples
of international companies that today are being benefited, not only
by high quality human resources, but also by large reductions in
their costs, are: Intel, HP, Procter and Gamble, among others.
A call center (in English call center or contact center) is an
area where agents or call center executives, specially trained, make
calls (outgoing or in English, outbound) or receive calls (incoming
or inbound) from and / or to: customers (external or internal),
partners, affiliates or others.
A contact center (contact
center) is a centralized office used for the purpose of receiving
and transmitting a large volume of calls and orders over the phone,
which can be made for additional channels to the phone, such as fax,
e-mail , chat, text messages and multimedia messages and more.
Also called "Call Centers" (call centers), they are operated by
a service company that is responsible for managing and providing
support and assistance to consumers as the products, services or
information needed. Also calls are made on the basis of implementing
the sale and collection of the company.
Also called contact
centers (call centers), they are usually operated by a large work
space arranged for agents or call center executives, equipped
workstations including computers, phones, headsets with microphones
(headsets) connected to switches telephone and one or more
workstations belonging to sector supervisors.
The Outsourcing Industry and the Call Centers
Many companies looking to outsource call centers and this is how
it has created an industry around this activity. The emergence of
specialized companies and hiring their services, often beyond the
borders (offshoring) are some of the effects of subcontracting (or
Critical factors for the location of a call
center are: availability, education and human resource cost, in
addition to the communications infrastructure. That is why call
centers usually are installed in university towns or capital cities
where there are many young people.
In Latin America
(particularly Mexico, Colombia, Costa Rica, Honduras, Guatemala and
El Salvador), in recent years, many companies have set up call
centers in this region due to increasing reliability and
infrastructure of the region to educated labor force and
availability of hiring bilingual staff, but at competitive costs,
and proximity to the U.S. market.
The use of call centers is
dominated by large companies that need to make contact with your
customers. In general, companies in the area of mass market and
financial companies, banks, utilities and telecommunications.
MPS Call Center
In today's highly competitive nearshore outsourcing market, a
closer proximity to the United States, Central Time Zone and Spanish
language capability as an added value are now considered almost
basic Back Office Outsourcing requirements when making a decision on
what call center to use for your important telemarketing project.
Leaving this to chance is not even an option anymore. Many of the
Central American offshore call center agents are bilingual in their
native Middle Eastern or Asian language which is difficult to the
North American ear. Whereas Spanish is more useful and practical as
a second language for potential untapped markets throughout the
North, Central and South American populations as well as those
countries where Spanish is either a primary or secondary language.
This aspect alone has made Costa Rica a very attractive Latin
America nearshore outsourcing experience. Most importantly, you can
take advantage of the international tax laws granted to
international companies that invest in Costa Rica and its local call
center economy. The potential savings and benefits will make your
outsourcing campaign a very wise business decision.
encourage you to visit one of our call centers on your next personal
vacation or business trip to Central America's paradise, Costa Rica.
While you are here, we would recommend taking an extra day of your
trip to visit breathtaking virgin beaches, play golf next to the
ocean, try your luck at deep sea fishing, explore tropical jungles,
climb volcanoes or just relax in natural hot springs. Come and see
for yourself why call center outsourcing in Costa Rica is a perfect
solution for your growing company and a powerhouse in the Back
Office Outsourcing industry.
MPS Call Center is an outsource
company located in the capital city of San Jose, Costa Rica. Our
main focus has been, and will always be to personally train each and
every call center agent so that we may offer the highest quality of
outbound and inbound telemarketing solutions and bilingual customer
service to small and medium sized international companies and.
Our call center software can handle any size campaign while our
highly trained nearshore call center management team can offer your
business a proven method of expanding or staying in contact with
your current customers without the stress and added time needed by
you in order to hire and train call center telemarketers by
MPS Call Center gives your offshoring strategy a
competitive business advantage by providing more than twice the
number of highly trained and educated bilingual staff for the same
price as you would pay within your local area for one higher paid
and less well trained call center agent.
Our call center
software can handle any size campaign while our highly trained call
center management team can offer your business a proven method of
expanding or staying in contact with your current customers without
the stress and added time needed by you in order to hire and train
call center agents by yourself. MPS Call Center gives your company a
competitive business advantage by providing more than twice the
number of highly trained and educated bilingual call center staff
for the same price as you would pay within your local area for one
higher paid and less well trained call center agent. The high demand
for call center services has provided our company with an abundance
of respectable resumes of qualified telemarketers that want to work
with and for you.
With our outsourcing services, you will
reach your goals and your costs are lower, have higher efficiency
and productivity, avoiding having to spend in various departments,
incur administrative costs, own property or be subject to lease long
This approach enables companies like MPS to stay in a
dynamic state, ready to grow and expand in the market when they have
the opportunity. All in one place.
Based on our experience, we can create a customer
service-oriented contact center embodied in leadership
characteristics. We are a skilled and motivated work force using
well-designed processes and managing those processes with the
Our goal is a balanced composite of
corporate client and end-user satisfaction, product, service
performance, productivity and employee satisfaction.
Our services include:
Contact Center Services:
- Processing inbound end-user
- Processing web chat contacts-
- Processing callbacks
- Processing returns
Providing internal help desk
- Processing end-user calls
- Processing web client contacts
- Processing non-electronic inquiries
- Managing information systems
Outbound Contact Management:
- Processing end-user
- Processing electronic transactions
- Customer follow-up