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The 8.000 m2 centre, the largest of its kind in the country, was inaugurated by the President of Colombia, Álvaro Uribe Vélez
Manizales, June 14th, 2010.- The success achieved by Emergia Customer Care in the contact centre industry in the recent years has been spectacular. Ample proof of it is the expansion process in which this Spanish company is currently immersed and which has led to confirm its relevant position in several Latin American countries.
 In this scenario, the President of Colombia, Álvaro Uribe Vélez, was invited to inaugurate the contact centre set up by Emergia in the city of Manizales, Colombia, in which the company has invested more than 6 million euros. The Colombian leader praised the new project, commenting that this centre represented the confidence of foreign investment in Colombia.
In the context of this event, Albert Ollé, Chairman of Emergia, stated that, “Colombia has played a key part in our international expansion process. Its capacity for multiple market business development, together with the unconditional support given by Colombian institutions, have succeeded in turning a project of this size into a reality: a centre capable of handling over 100 million multichannel interactions a year for major European and American corporations”.
The company’s senior executive also expressed his appreciation for the contribution made by the Emergia Colombia working party and highlighted the fact that the facilities in Manizales are headed up by Spanish and Colombian executives with a highly international profile who are COPC Registered Coordinators, which ensures an excellent standard of operational management.
 Likewise present at the event was Alejandro Zurbano, Emergia’s CEO, who stated that “With a capacity of 1100 work stations, Emergia Colombia will create over 2000 jobs to serve Latin America and the Hispanic market in the United States. The special capabilities of the center will promote value generation by increasing the satisfaction of service users in optimal efficiency environments. Colombian facilities have been built in the city of Manizales, following Emergia’s standard in adapting innovative architectural design to operational needs. Combining visual, acoustic and ergonomic comfort with an optimized production environment, we use the formula 'sustainability - design - functionality - welfare' to make the workplace also an active part of the business”.
The centre itself consists of an exclusive three-storey building providing such modern facilities as a lecture theatre, crèche, conference rooms and training rooms, and work station space ratios being above the averages found in America and Europe, taking care of Emergia team members, able to enjoy a spacious and comfortable working environment.
Within its 8.000 m2 this modern centre offers all the usual Contact Centre services in offshore format for Spain and is also able to offer nearshore services to North American customers as well as globally to all Latin America, thanks to its size and cutting-edge technology.
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With an approximate area of 1700 m2, the center has been designed according to a fully operational approach
Emergia Terrassa complements the offer of the company in Catalonia, foreseeing the creation of 500 jobs
Comfort has been one of the main premises on the center design
Terrassa, March 24, 2010.- Emergia, multinational company specialized in Customer Management, Customer Care Consulting, and Business Process Outsourcing (BPO) in the contact center industry presents its new work center in Terrassa. Following the company’s expansion plan, this new Emergia facilities went into operation in late February 2010.
 With an approximate area of 1700 m2, the center has been designed as an entirely operational project. It consists of 330 workstations and is expected to generate about 500 jobs in Terrassa, one of the main cities in the Vallès Occidental area, in the province of Barcelona. Thus, Emergia complements its offer in Catalonia with an interesting alternative to the center in L’Hospitalet de Llobregat, which was the first opened by the company and it’s running since 2005.
Operational platform design
The construction of the center was carried out according to the company’s management model, Emergia Performance Model. Reflecting the operational methodology through the facility, Emergia Terrassa creates an optimal environment for the development of Contact Center activities at all levels.
 Acoustically, the core of the operation has a 6 meters high ceiling that effectively absorbs the noise generated in the call center. The acquisition of considerable height spaces is one of the main premises of Emergia in finding locations for its new sites. Additionally, the materials used in the ceiling are made of mineral wool 40 mm thick, and the vinyl floor and furniture with textile front panels are some of the other aspects that can help correct sound absorption.
Another major challenge in the contact center facilities is the air conditioning. In Terrassa, Emergia has a dual climate system that ensures a constant temperature between 22 and 24 º C. Moreover, the enthalpy recovery system helps to save on energy consumption.
Environmentally, high thermal efficiency is contemplated in both the building and Emergia’s facility itself: the air conditioning, lighting, computers, everything is geared to favor low power consumption. Terrassa Emergia also counts with a contingency plan based on a header UPS and a generator that can continue to operate despite any power outage.
Commitment to the team’s welfare
 The comfort of the company’s workers in Emergia Terrassa has been a determinant factor in the matter of space allocation. 1.80 m wide halls, lockers, racks, 130 m2 office with an 80 seats capacity, ergonomic furniture, breadth of core areas and toilets, lifts and facilities fully wheelchair accessible, are just some samples of it.
Following the principle of a clear design as a corporative distinction in all new projects, Emergia Terrassa uses glass furniture and walls, open spaces and is committed to maximizing the use of natural light through windows, so as skylights.
Primarily, this means working on the motivation of staff through the services the center offers. In this regard, Emergia Terrassa has two training rooms, fully computerized allowing a continuous reinforcement and recycling of the team that increases its job satisfaction. Also, the two feedback-coaching rooms offer a personalized performance assessment focused on the individual improvement.
Those who aren’t yet part of the company, such as candidates for various vacancies at Emergia, also have a reserved area in Emergia Terrassa: they are welcomed into a reception room exclusively designed for that purpose to be afterwards interviewed in fully equipped individual boxes.
According with Alejandro Zurbano, Emergia’s CEO, “We are focused on opening new generation centers that combine visual, acoustic & ergonomic comfort with an optimized production environment, strengthening through the facility the company’s operational management model. It really consists on properly conjugating the 'sustainability - design - functionality - welfare' formula to make the workplace also an active part of the business”.
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Emergia Contact Center counts on the Certificate SMS and the SMS Contract technology of Lleida.net to use them in any of it services
With Lleida.net solutions, Emergia can effectively cover the demands of selling services, incident & emergency notifications, among others
Madrid, February 24, 2010.- Emergia, multinational company specialized in Customer Management, Customer Care Consulting, and Business Process Outsourcing (BPO) in the contact center industry, reinforces its SMS technology together with Lleida.net, the first SMS operator in Spain. Thus, Emergia recognizes the importance of this customer interaction channel for it is a non-intrusive approach through a daily, accessible, convenient and always available system.
Emergia contact centers operate with the Lleida.net Certificate SMS tool. Similar to a bureau-fax, this type of SMS allows claiming a debt in a safe and demonstrable way with an entity that certifies the acknowledgement of the communication by the recipient. SMS Contract by Lleida.net is also used in some Emergia services where both the contents and the response of the message need to be certificated as a legally physical contract.
In outbound services, SMS are also very useful in the contact center when reporting on foreseen incidences or emergency situations. In these contexts, massive SMS campaigns can reach a large number of contacts quickly and immediately, without having to locate each person individually. This type of solution not only provides cost optimization but also helps to avoid call center saturation.
With the support of Lleida.net solutions, Emergia has developed another application of the SMS technology, consisting in a fully automatic delivery through this communication channel of monitoring reports on the results of the different services.
As said by Carlos Fernandez, IT Director of Emergia, “Lleida.net has been a strategic partner that enabled us to expand our multi-channel solutions portfolio to offer at any time the solution that best suits each customer’s needs”.
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With 1070 workstations, the headquarters located in an exclusive three-storey building will offer the nation's work force about 2,800 jobs
The center will cover 80% of the work supply for the contact center activity, turning Emergia into a reference in the region
In terms of recruitment and selection, Emergia Colombia already has its own employment exchange as well as a date base with more than 2,000 CV
Manizales, December 31, 2009 .- Emergia, multinational company specialized in Customer Management, Customer Care Consulting, and Business Process Outsourcing (BPO) in the contact center industry, is going to consolidate its headquarters in Colombia as the largest Contact Center and BPO operations platform in the country.
With 1070 workstations, the headquarters located in an exclusive three-storey building will offer the nation's work force about 2,800 jobs. The company's modern facilities include a lecture theatre, crèche, conference, training and feedback-coaching, as well as work station space ratios being above the averages found in America and Europe.
During the last 6 months, the Emergia multidisciplinary team destined in Manizales closed important agreements in selection and preferential hiring in recruitment with various public and private entities, such as major universities in the region, SENA and other sources. As a result, Emergia Colombia already has its own employment exchange as well as a date base with more than 2,000 CV. Emergia’s study on the quality profiles of the Contact Center and BPO workers will allow the center to cover an 80% of the labor supply in this type of activity, turning Emergia into a reference in the region.
With more than 1,500 selection processes closed to find the best profiles, Emergia has developed unprecedented Welfare Plans in its industry, offering educational, recreational, cultural, familiar, health and transport coverage. In this regard, Emergia has also carried out an intensive investment in training, developing introduction methods in Spanish environment and customer management techniques in order to maximize the quality of the offered services.
"Developing a solution based on operational consistency and focused on objectives, Emergia will reach in a short period of time such a relevant magnitude that will situate the company in a dominant position in the Colombian and LATAM market. Considering that the 2,800 jobs that Emergia will create are going to satisfy the needs of the labor market in Manizales, we are actively searching a second location for a contact center in Colombia, "emphasizes Alejandro Zurbano, Emergia’s CEO.
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The new division targets organizations that are wishing to create their own contact centre or want to improve the management of it with maximum quality guarantees.
Its offer is based on the experience gained by Emergia in providing direct contact centre services. Emergia Consulting has the commitment to accompany its customers not only in process design, but also in implementation and execution.
Formed by registered coordinators in the industry's quality standard, COPC-PSIC 2000, the Emergia Consulting team aims to achieve an improvement in customer satisfaction, an optimization of the operational efficiency and a cost reduction.
Madrid, July 6th 2009.- Emergia Customer Care, a company specialized in Contact Centre Services and Business Process Outsourcing (BPO) presents Emergia Consulting, a new division offering advise to organizations that want to create an own contact centre or improve the key indicators of an already existing internal or external contact centre.
The following two years, Emergia will provide these services in Spain and also to spanish-speaking customers of the United States and Chile, looking forward to extending its reach to other markets in a second stage.
 “Emergia Consulting capitalizes all the experience gained so far by Emergia in the direct provision of contact centres services” explains Alejandro Zurbano, CEO of the company. “Our know-how in this field has enabled us to set up a new consulting offer totally specialized in contact centre and dedicated to ensure that companies hiring our advice achieve both customer satisfaction and cost optimization.”
From creating a quality contact centre through strategic, operational, technological and human resources consulting (training processes included), until supporting specific customer management projects (processes and procedures design, new service’s launch or improvement strategies definition), Emergia Consulting offers multiple services fitting each customer’s needs.
Emergia Consulting joins the other business areas of the company, Emergia BPO and Emergia Contact Centre, enabling the organization to face the national and international customer care market with a more diversified structure, competences and objectives.
Differentiation and quality focus
Far from the traditional image of the technology prescriber in the contact centre field, Emergia Consulting is born with a clear vocation of impartiality, independence and objectivity in performing its services.
As one of the first companies in Spain to count on COPC registered coordinators, Emergia applies the methodologies and precepts of this international quality standard, specific of the contact centre industry, in all its Consulting projects.
The services provided by Emergia Consulting can be divided in two main areas: on the one hand, the advise in processes and resources to ensure an optimal customer satisfaction, and on the other hand, the application of effectiveness and efficiency rules to optimize and reduce costs in the contact centre.
As a competitive advantage, this division not only covers the analysis and design of processes to create and improve the contact centre but also accompanies the customer in its implementation.
“The practical approach of Emergia Consulting and our expertise in the contact centre field clearly differentiate us from other consulting firms, whose services are more general and, in most cases, finish at the processes design” Alejandro Zurbano explains.
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The Spanish company has three operation centers in Santiago de Chile, employing a total of 1.300 professionals.
Emergia Chile provides offshore services to Spain and nearshore operations to the U.S and Latin America plans to expand to local market.
The company, in Chile since 2006, hopes to increase its nearshore business 40% until the end of 2010.
Madrid, July 1st 2009.- Emergia Customer Care, a Spanish company specialized in Customer Management, Customer Care Consulting, and Business Process Outsourcing (BPO) has become one of the leading contact center providers in Chile, where it offers offshore services to Spanish organizations and nearshore operations to the U.S as well as several Latin American countries.
 In Chile since 2006 Emergia plans to expand its business in the local market. At present, the company owns three operational centers in Santiago de Chile, hosting 750 positions and a team of 1.300 professionals.
“Due to the country’s legal security, as well as its linguistic affinity with Spain, Chile has offered us, since the very beginning, the best conditions to offer offshore Contact Center services for Spanish companies and institutions” says Alejandro Zurbano, Emergia’s CEO. “On the other hand, business opportunities in Latin America and especially in Chile, have grown exponentially in the last year, allowing us to grow in the local market”.
Emergia Chile has a high level of operative autonomy but always works under the corporate guidelines marked by the company’s operational support areas. This combination has allowed Emergia to develop a solid management model that can be applied in all its centers worldwide. The principal operational support areas are: Force Areas, responsible of all the resource planning per service, as well as the reporting of all the projects, from an agent point of view up to customer’s scorecards; Human resources area, with specialized areas in recruitment, and training, aiming to guarantee the best profiles and training methods; Quality and Process area, thrusting all the services with the needed quality standards and the constant search to improve services.
“One aspect that we consider strategic in order to provide high level excellence services is the proper context of culture and linguistic turns in the country of origin of the service. Therefore from Emergia Chile, we always offer additional training on competences within the country, which increases the effectiveness of our staff and reduces the mistakes associated with cultural aspects”, Emergia CEO says.
A wide range of nearshore and offshore services
Emergia Chile covers the entire range of contact centre services, from outbound to Inbound, not only of telephone calls but to broadcast via any new channel of interaction with customers (sms, chat or email, etc..) also applying the knowledge an processes to BPO, from administrative service to document management, reception and contract management, logistics, incidences and billing services, etc...
Looking ahead, the plans of Emergia in its Chilean delegation move to strengthen its customer portfolio in offshore and increase its business in the local market, making it a leading provider of Contact Centre in Chile.
Alejandro Zurbano concludes by ensuring that “Latin America in general and Chile in particular offer significant potential to expand Emergia, which is also establishing in other countries in the region. In fact, we plan to inaugurate soon a new centre with capacity for 1.100 positions in the Colombian city of Manizales.
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Cordoba, April 27th 2009.- Emergia Customer Care, specialized in providing Contact Center services and Business Process Outsourcing solutions, presents its new work center in Cordoba.
With a great perspective in Contact Center environment, and a small representation of other companies within the sector, Cordoba has allowed Emergia to train its personnel and create a new center based from the very beginning in the organization’s philosophy in terms of customer care quality. According to Alejandro Zurbano, CEO of Emergia, “we want to form and work with professionals having a high customer oriented profile.”
Given the present economic conjuncture that is thankful for a reactivation of the labour market, Emergia means for Cordoba the possibility of having an organization which is creating new permanent and professionalized jobs, betting on the growth and the strength of the employment in the south area of Spain.
The company has received collaboration offers from different public institutions, as the Cordoba City Hall or the “Junta de Andalucía”. As the CEO says, “this collaboration has greatly facilitated the arrival and start of our company within the city, impacting directly in our customer satisfaction. With their help we could provide quality service from the first day and find highly motivated staff with a lower turnover rate and shorter learning curves.”
Basic data of the Cordoba Center
Emergia Cordoba has been designed to facilitate the team management, promote a constant training culture and make sure the consultants feel comfortable in their job. Nowadays, the center employs 250 workers and has 326 operation positions, with several rooms for training and coaching/feedback on each of the two stages of the building.
 Furthermore, aware of the importance of developing a good recruitment, Emergia Cordoba offers specific areas for candidates to conduct selection processes in computer equipped interview boxes.
Located in one of the fastest growing business areas in Cordoba, Emergia provides telephone banking and telecommunications services developed by a team of young professionals, motivated and highly academic.
“As Cordoba is an emerging area in providing contact center services and therefore there are no large companies competing directly with us, we have the advantage of being pioneers in this field”, points out Alejandro Zurbano.
Customer Benefit Organization
Currently, Emergia gives all its centers full independence to ensure a proper management of the services operated in them, but always guided by the transverse processes of the company to ensure that policies and general procedures are met, optimizing the available resources.
 In this regard, it’s important to enhance the contribution of the operation’s support areas (processes, quality, training and planning) to ensuring the proper management of all operational procedures and to maintaining a continuous feedback in all these environments.
Technically, Emergia Cordoba has the most advanced technology in order to guarantee the service level to its customers at any time. The Help Desk department ensures that the system remains always correct.
In short, Alejandro Zurbano resumes, “although we all know very well which are our individual duties, we work as a fully integrated team, all of us participating in the outcome of each service and in the general development of the center. Undoubtedly, we have created a common project in which we all share both the illusion and the compromise. Our challenge is based on offering the best service to our customers, as well as evolving every day to adapt to their changing needs.”
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In 2008, 97% of Emergia´s vacancies were fulfilled in Spain through a process of internal promotion, being 100% the target to achieve in 2009.
Any professional in the company can participate in any process of internal promotion. Which initially value their knowledge, skills and attitudes over their company’s work life.
Madrid, June 25th 2009.- Emergia Customer Care, a Spanish company specialized in Customer Management, Customer Care Consulting, and Business Process Outsourcing (BPO) has an important commitment to professional development as a strategic human resources policy within the organization.
 “One of our differential values is the quality and professionalism of our human capital. Being aware of this, we are focused on creating a work environment that fosters professional growth within our team, through training and internal promotion” said Alejandro Zurbano, CEO Emergia.
Human capital management is geared to cover 100% of the vacancies occurring in the company by internal promotion. Any employee can access the entire catalogue of positions offered through the organization established through a promotion procedure, in which their knowledge, skills and attitude are valued to make the proper decision. Only selection processes are initiated through external recruitment if internal promotion procedures fail due to non available adequate profiles.
During 2008, 70 professionals were promoted internally in the different operational centers, representing 97% of the total career development processes opened in the company. Looking ahead to 2009 “our target is that 100% of the vacancies can be filled with professionals who already are part of our team and who choose to improve their position and expand their responsibility” says the CEO
Another issue to point out within the lines that define the strategic policy of managing people within the company is that seniority is not taken into account when assessing the adequacy of an internal candidate for a position. As Alejandro Zurbano says “ any person with communication skills, proactive, team oriented, and that promotes a good working environment based on respect, is a professional with much to contribute, so emergia will provide training and career plan to assure an appropriate mutual collaboration in long and satisfying manner.”
Actions to motivate the team
One of the top concerns that Emergia´s responsibles show regarding their teams is the importance of motivation to create strong and lasting relationships. Encouraging a proper work environment, facilitating access to training and to compensate the talent, are some of the policies to encourage the motivation of the team. In this aspect, it is important to highlight the following:
• Objective Selection process carried out by the human resources department and designed with the aim of promoting equal opportunities and transparency in the processes of internal promotion.
• Specific Incentives schemes based on the needs of each employee and the Business activity that develops within the company.
• Continuous Bidirectional Communications that ensures, through the different available channels, that all points of view are heard and that all the team’s concerns have an answer.
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Madrid, June 10th 2009.- Emergia Customer Care, Spanish company specialized in customer management, customer care consulting and business process outsourcing (BPO) has collaborated again in the Employment section of “Buenos Días Madrid” of Telemadrid TV.
 On this occasion, the TV team has shifted the program to emergia´s operational center in Alcobendas, where Ana Pilar Ibáñez, HR manager of the platform, has presented the current job offers from the company. Being more specific on the vacancies associated with the departments of Insurance Sales and Customer Service, Ibáñez emphasized on the flexibility on time slots as a benefit that allows compatibility with other activities.
The profile of candidates that Emergia searches for are dynamic, versatile, capable of taking up challenges, trade-oriented, and clearly focused on customer satisfaction above all else professionals. Once inside the company it is essential for Emergia to give support to its employees through internal promotions and training in order to facilitate their growth within the company. In this context, Emergia strongly bets on the consolidation of the sector as an important option for the future within the current labor market and, specifically, developing career plans that provide greater value to the performance of its employees in any work center.
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The Centre will be located in the Colombian city of Manizales, with 1100 seat capacity. It will employ over 2.000 professionals and will be operational next July 2009.
Emergia will count on a modern, functional, and unique centre, that will provide Contact Centre Services and BPO to Spain, North America and Latin America.
Manizales, May 20th 2009.- Emergia Customer Care, specialized in providing Contact Centre services and Business Process Outsourcing solutions, continues to bet on the Latin American market with the opening of a new Contact Centre in the Colombian city of Manizales.
 Colombia has been the country chosen to continue emergia´s expansion in Latin America because it’s a nation with a long tradition in Call Centres and BPO operations, ensuring proper legal security conditions as well as a rich and wealthy language capacity. Compared to the big cities in Colombia, specifically Bogotá, Manizales, city with a population of 450,000 inhabitants, is offering an ideal social and working environment, together with an unconditional institutional support. Its size also ensures optimal mobility, favouring lower levels of absenteeism and employee attrition. The high qualification of the population, typical of a university based city, and the availability and commitment of other layers, constitute the essential assets for the city to host such a project.
The headquarters will be situated at an exclusive three-storey building that will employ over 2.000 professionals who will enjoy the modern facilities, such as, a chamber hall, nursery, meeting and training rooms, as well as high space per seat ratios (above American and European average), so that team members can have a large and comfortable work environment.
Offshore and Nearshore Services
Initially the centre will offer offshore Contact Centre services for Spain. Subsequently Manizales will become a more complex center that will provide nearshore services to North American customers and local services to Latin America.
 The centre at Manizales will be operated by a Spanish and Colombian Management team with a very international profile, extensive experience, and COPC certified. The Centre will also be supported by the Government of Colombia, the City Hall of Manizales and the SENA, the National Learning Service, will cooperate with Emergia to impart training when necessary.
“Colombia is a country with many emerging business opportunities, so it aligns perfectly with our aims of expanding globally. We plan to coordinate a large number of projects from Manizales, to meet our European and American customers from a single Centre”, said Alejandro Zurbano, CEO at Emergia Customer Care.
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