BPO can help companies achieve cost savings and economies of scale, While substantially reducing their financial risk. Instead of counting on synergies simply as a result of combining business Functions, outsourcers take ownership of the functions, calculate savings at the beginning of the engagement and guarantee these savings, based on the Terms of the service level and defined quality.

Tailored BPO solutions help guide companies successfully through the outsourcing stages and bring sustained business benefits and positive shareholder value. BPO hinges on service level agreements that deliver industry-leading practices at costs lower than companies can achieve by integrating their own internal resources. 

Darrell Alsup
Anexa Teleservices

At Anexa we are constantly researching and reading in order to improve our SEO tactics.  I gathered some interesting thoughts from a few articles and put them in this post.

Achieving effective SEO results requires a committed effort

With reports that over 90% of adults use the internet to research a product prior to purchasing, it is likely the numbers are similar for outsource call center services.  That means fine tuning your search engine optimization efforts is critical to winning new business.  It starts with your web site content. Your search engine optimization efforts, or SEO consultant may be the best in the business, but if the web site content does not drive the person to contact you, it does not matter where you are placed on the results pages.

The ordinary call center manager is or is becoming very internet savvy remarkably fast. When searching online, the manager is more likely to try a keyword dot com before even looking at the search bar. If you have that keyword dot com domain you are in business. If not, you are going to have to work hard on your search engine optimization strategies to secure your place within the search results pages.

Provide the content they are looking for with some smart on page self promotion and chances are the manager will go to the next step. As potential customers become smarter in their use of the internet, your search engine optimization strategies need to keep pace. You are not only trying to second guess the search terms of those customers, you are also trying to keep a few steps ahead of your competitors. Just remember, they are trying to do the same thing to you.

Not only are your competitors trying to outdo you, they are growing in number with smaller call centers developing online skills quickly. While nothing replaces direct sales, search engine results will soon dominate lead generation efforts; as such your search engine optimization programs need to be spot on.

Reed Majors

All Call Centers require clearly understandable agent communication skills.

There was great interest in Off-Shoring initially because of the low per agent hour pricing, yet interest has slowed due to poor communication skills. A cheap price does not satisfy customer needs when complaint ratios are off the charts.

A better solution is Near-Shoring for many reasons; pricing is comparable in many cases, but more important agent communication skills are better.

By improving hiring and training Near-Shoring to Canada and Mexico will continue to grow.

Darrell Alsup
VP Sales
Anexa Teleservices LLC

Anexa Teleservices has been in the business of providing customer call center services for over ten years. Within this time, we have had to relocate three times as a result of exceeding our growth expectations.
Two years ago we finally decided to build our own space with room enough to grow.  The design of the new building included three main requirements:
1. Security. Meaning that people and information are to be kept always safe.
2. Logistics. Meaning that time to move from operations to a meeting or to a training session or to the bathroom, medical, or cafeteria should be minimal and always taking into consideration security (1).
3. Comfort. Meaning that location of the building and service areas within it should provide comfort to our people. All the while providing for excellent security (1) and logistics (2).
Fortunately, although the challenges of building our own building have been significant, without this state-of-the-art new building we would never have been in a position to capably handle for ourselves these important facets; security, logistics and comfort.
Our new challenge will be to continually improve our internal processes so that the time gained on commuting through the building and the advantage of working on a well located and designed space will be reflected on the efficiency numbers of our different client campaigns.

Sandino Arrache
President, Mexican Operations Anexa Teleservices, LLC

Almost 5 years begin to work at Anexa, a company that always has represented a business opportunity, that the workforce is aimed at students, housewives and of course that anyone willing to work, no matter if it has some kind of disability, I have always compared to a boat and over time has become an impressive Titanic where we have a captain who guides us with firmness and affection at the same time all the crew members are sailboats that have evolved from it, and that strong tides we had to pass, however we remain strong and eager to discover new lands and experiences, and again when we arrived at a port and some crew arrives at its destination, we will continue browsing the wide sea in search of new opportunities to make history and prevail through the years
By: Reyna Matuz

My experience in Anexa has been very enjoyable, because I have been able to apply the knowledge of my career, Psychology, in the Human Resources department. Just as I have also been able to learn skills and this is the opportunity to innovate within the Area. Within the same, our goal is to have the qualified personnel, as well as look for continuous improvement of performance and staff development, administration and monitoring of it, and thus meet the organizational needs and sources of employment society in the context of a socially responsible and ethical.
I would like to mention that Anexa has allowed me to grow professionally, but also personally. I have made good friends in the company, which is very important for the company. I have seen and I have been part of the company as it has grown, so I want to continue developing in this company and contributing to development.
By: Fernanda Jimenez

The year 1998 was when I started working at Anexa in the accounting area, at that time, we were only 3 persons working, two employees in the IT department and me. I was responsible for the administration and accounting department, since there, I started my career in this company, which now has around 1,000 employees in a variety of areas, in the account department I have supervise 10 persons, who have supported me into moving forward the department, as well giving the best of my staff to the growth of each one of them, in these almost 10 years that I have been working in the company. I have grown in my personal and work life, there have been many challenges, projects, as well as problems but everything has gone ahead with the support and above all confidence that I have always received from my bosses, this has been the most important thing since I have stopped taking my own decisions, make changes, to confront new challenges with the confidence that I have from them and above all support, so as the great support I have had from my colleagues in the different areas like Engineering, Human Resources, Operations, as we all shape the large company we have a day today and we have taken forward with our effort, teamwork, dedication and above all, the desire to form a competitive company in its field both in Mexico and Internationally.
By: Luz María Juárez

Will AnexaOnDemand (AOD) add value to the media sales pitch ----- will advertisers targeting the Hispanic market then buy more response based ads?  Anyone care to comment?

This is definitely the important question as Anexa launches AnexaOnDemand.  We think the answer is a big yes, and are out selling the story to Hispanic focused media (Radio, TV, print and more).

What is the story?

Use AnexaOnDemand to dramatically decrease the cost per lead, and cost per sale of response based advertising.

Advertisers need a better way to measure the results of their response based advertising campaigns when they run in multiple markets, on different media (Radio, TV, print), and even on different stations or newspapers in the same market.

They do this by obtaining multiple 1-800 numbers from Anexa, and using a different number for each ad that runs in different media, for each market, and for each station or paper in a market.

As the calls come into the Anexa call center, the advertiser can log in and monitor the leads coming in for each 800 number.  After measuring the results over a given period the advertiser can then very accurately determine which ads, in which markets, and on which media are effective, and change the ad schedule as needed.

The capability can save thousands of dollars, and dramatically decrease the cost per lead, and improve the efficiency of any campaign.

In the next entry I will talk about how AOD decreases the cost per sale.

Reed Majors
Anexa Teleservices