General
What is TIP?
Telemercadeo Interactivo de Panama, is a leading outsourcing company that grows over the invariable premise of offering excellent customer services to clients all around the world.
It was created to contend with the increasing demand in quality and efficiency of today’s business market.
Most organizations in today’s world are forced to improve the services provided to maintain a competitive edge. However, losing focus on the primary business can have a negative impact on the growth and prosperity of your organization.
What services does TIP offer?
We can provide outsourcing services for you in the areas of:
- Contact Center
- Data Center
- Marketing Research
- Learning Center
- Broadcasting
How long has TIP been in business?
We have been in business since 2007, with almost three years of experience, TIP has consolidated as a strategic allied for many organizations that have decided to focus on their core business and trust us their back office operations.
Business Contact Center
Why is outsourcing important?
Outsourcing call center operations used to be an often under utilized business solution, however those who have done it are convinced that it is definitely a huge profit making machine. Too many companies, regardless of their stature or global authority understandably try to attempt all aspects of their business in house. More business is a good thing, but it creates challenges: A backlog of tasks, costly space and equipment demands and, frequently, a phone that won’t stop ringing. Outsourcing your call center needs to professionals will considerably reduce your staffing costs and increase the effectiveness of your telemarketing campaigns significantly.
What is the difference between outsource and offshore?
Outsource refers to the subcontracting of a process, such as product design or manufacturing, to a third-party company. The decision to outsource is often made in the interest of lowering cost or maximizing: time and energy costs, redirecting or conserving energy directed at the competencies of a particular business, or to make more efficient use of land, labor, capital, (information technology and resources.
Offshore refers to the process of hiring an external organization to perform some business functions in a country other than the one where the products or services are actually developed or manufactured.
Functions can be performed in a foreign country by a foreign subsidiary, the outsourcing provider may perform services on shore, offshore, or in some combination of the two.
Are you able to accommodate a 24/7 operation?
Yes, currently our operation is designed to accommodate 24/7 campaigns.
Our Contact Center can accommodate up to 158 agents on single occupancy stations per shift.
Is your Contact Center capable of handling international based accounts?
Currently our Contact Center is licensed to manage local and international based accounts; we can offer English, Spanish and Bilingual proficient agents for any type of project.
How much time would it take to start up any project?
It all depends on the structure of the project, but it is normally a seamless process as we have all the necessary resources to start new campaigns. Please contact us to evaluate your needs and present you an accurate estimate.
How do I know that my organization’s confidentiality will not be compromised?
Integrity is one of the most important values for us in a business relationship, we comprehend that your success is our success therefore we will never do anything that goes against our business ethics and that could jeopardize our reputation. In addition the contract contains a SLA (service level agreements)
What type of phone system are you using? *
We currently use VOIP through Asterisk, which is a very robust and stable system that opens up a world of opportunities for continuous improvements, we also have a second Asterisk as back up.
How does your Asterisk connection work?
Our company has a direct link to the Asterisk servers in Miami.
What type of servers do you use to run your daily operation?
Our daily operation runs separate servers for domain, web, fileserver, video and storage purposes.
Do you count on any type of back up equipment for your daily operation in case of power failure?
We count on (3) three uninterruptible power supply (UPS) systems that will provide 2 hours of battery power to all computers; this provides instant protection from a momentary power interruption. This UPS is backed up by an emergency power system or standby generator that can offer a 24/7 mode of uninterrupted power to the entire operation.
How do you train your staff and how do you manage to keep them updated?
Part of the services that TIP includes a Learning Center, which is the result of a successful corporate program that was designed and implemented in-house in order guarantee that our staff has the right tools and knowledge in order to perform well. Professionals and academics were utterly involved in the design and the direction of the program. In addition to this, we invite you to be part of a continuous learning process. Sharing experiences, products and recommendations with our agents will help us all to accomplish the goal, which is to deliver a great service that fulfills your customer’s needs.
What is the capacity of the Facilities? / How many stations does your Contact Center have?
Having a pleasant environment has always been the key to the success of our operations. We have worked in creating a suitable working space that can fit up to 158 concurrent users that with the different shifts can accommodate over 500 agents and with the administrative offices and common areas TIP can hold up to 600 employees.
What is your current turnover rate?
We have an overall turnover rate that has not increased above 3% during our two year operation.
What type of internal regulations do you have for your employees?
We have an internal regulation manual that has been authorized by the Panamanian Labor Ministry since November 2008.
What type of security measures do you have to access your facility?
We have two; a key card sensor with numeric code for the main entrance, and a numeric pad code sensor for an auxiliary entrance to the facility.
What type of security do you have on your entire facility?
We have 32 video cameras distributed throughout the entire facility one of which is strictly for the main entrance; outside and inner lobby. We also have two exit only doors for evacuation and have fire extinguishers and smoke detection alarms distributed also within the entire area. These cameras can be monitored remotely.
What type of security do you have for your switch room?
Entrance to the switch and UPS (separate areas) rooms are controlled by a numeric keypad; code and access is only authorized to IT personnel.
Data Center
What is a datacenter?
A Data Center is a facility used to house computer systems and associated components, such as telecommunications and storage systems. It generally includes redundant or backup power supplies, redundant data communications connections, environmental controls (e.g., air conditioning, fire suppression) and security devices.
What services does your Data Center offer?
- Co-Location
- Disaster recovery and business continuity
- Hosting
- Administrated security
Learning Center
How does the Learning Center work?
A group of academic professionals with vast experience in executive training programs are behind this plan. We build programs based on your organizations objectives. We offer programs that divide into our English Learning Center and our Soft Skills Learning Center.
Where does training take place?
We offer different types of training models that include, On site training (in your facilities), our facilities also count with training rooms that are available for our clients to use and we also offer some e-learning programs where the students can learn anywhere and usually at any time, as long as they have a properly configured computer. Courses will be performed under the schedule scheme that each organization considers fit for its staff.
How are the programs designed?
Programs are customized to each client’s needs. The methodology applied in each class is one of exploration and discovery using a task-based approach that makes each lesson more dynamic, relevant and enriching for each of the participants.
Marketing Research
How many questions are included on both the Speedy Phone and Direct Surveys?
The applied questionnaire consists of a 10 multiple choice or closed questions. However, if the client requires more in-depth research, further extensive surveys can be applied.
What happens with the surveys that are not completed, are those included in the final report delivered?
TIP is committed to fully perform each of the surveys. The customer can be assured that all questionnaires carried out and delivered are effective.
What if my company requires the services of Marketing Research, Broadcasting or SMS chats, but we don’t have an updated database?
That is not a problem! TIP can also update your database before offering any of our solutions.
Broadcasting
Who takes care of the recording and how is it included in the system?
For branding reasons we prefer that the client provides the recording, it must be delivered with 48 hours in advance in an mp3 or .wav format. The message should have a duration of no longer than 15 seconds.
How can I know how many clients from the list heard the complete message and how many didn’t?
The system generates a detailed report, which contains the results of each call. The report shows the status: call answered, answering machine, busy, not answered and abandoned (the user hung up before the end of the message).
