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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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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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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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 Madrid, April 17th 2009.- Emergia Customer Care, company specialized in providing Contact Center and Business Process Outsourcing services has appointed Angel Gavela as Country Manager in Emergia Chile.
Gavela, married with two children, is Graduate in Law from the Universidad Complutense de Madrid. With ten years of industry experience, before joining Emergia in 2006, he developed his career in prestigious companies such as Ranstad (Unitono), where he played mostly commercial, operation implementation and new business development roles.
Ángel Gavela joins the Emergia Team in August 2006 as Account Manager in the commercial area of the company. In March 2007, he became Site Manager, a position he has held until this new appointment.
From its new location in Santiago de Chile, Angel Gavela will be responsible of establishing and consolidating the new Emergia Business Model in this Latin American country, where business volume is growing exponentially. The main objective of the new Country Manager is focused on consolidating offshore operations coming from Spain, as well as expanding in the local market with new business opportunities. As Gavela himself expressed, “the chances are endless”.
From an operational point of view, Ángel Gavela highlights the combination of autonomy and centralized management as one of the strengths of Emergia Chile. As he says, “although the country management is independent, the patterns and processes of the company will always guide the local development, thus enabling Emergia to replicate its model anywhere around the world”.
The professional growth of the new Country Manager of Emergia Chile clearly responds to the strategic human resources policy developed by the company in terms of internal promotion and career plans. Ángel Gavela can be considered a clear example of the great importance the company gives to its principal resource: people.
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 April 14th 2009.- MS Comunicación, consultant specialized in communication services, marketing, and public relations for companies, has been selected by Emergia Customer Care to manage their relations with mass media and to improve their visibility in printed, visual and digital media.
Emergia Customer Care was born at the year 2005, led by several Professionals, with 10 years of average experience in the customer care industry, that wanted to escape form the traditional Contact Center models, creating a new kind of company. Emergia’s founders decided then to bet on a different management style, defending, from the beginning, a customer centric approach, based totally at any time on the customers needs.
In order to achieve this goal, Emergia applies a new company model based on the strategic alignment of objectives, focused on the fusion of the customer’s business objectives with the ones Emergia has fixed itself. Main complements to this model are a high flexibility level and a constant commitment to offering value added solutions to the customer.
MS Comunicación will launch a communication plan that aims the strengthening of the company’s presence in the media, enhancing brand recognition and building systematic relationships with the journalists to provide them with all the information they need about this organization.
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On March 26th 2009, Emergia participated in the employment section of the television program called “Buenos Dias Madrid” in the Telemadrid channel. In a report recorded on one of the sites the company owns in Madrid, this autonomic channel emphasized the youth and innovation character associated to Emergia and the professionals that make up this company, dedicated to customer relationship management and business process outsourcing through last generation contact centers.
Interviewed for the report, Laura Bueno, Emergia’s HR Manager in the Atocha center, noted the wide range of vacancies offered by the company to meet the various customer management services developed in the center, with special emphasis on those dedicated to Collections and Risk Control. Rocío Albuerme, Trainer of the company, highlighted the internal promotion as one of the commitments of Emergia. No one better than her can testify the effectiveness of this HR policy. She joined the organization as a customer care agent, making progress to the Training Department, where she has developed her career plan, having the opportunity to promote and perform new functions.
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