Value Proposition to Clients
• Skilled labor force less expensive than the US & Europe by 40-60%
• Performance delivery comparable to top quartile on-shore providers
• Flexible 24x7staffing to absorb varying client work loads
• Provides diversification to client’s current footprint mitigating risk
• Tympana can be used as a disaster recovery site |
People
• Jamaica is largest english-speaking country in the Caribbean with cultural affinity to America and Europe
• Low attrition rates and competitive wage rates also aided by favorable exchange rates
• Rigorous training programs focused on accent neutralization, customer engagement, negotiation skills and compliance requirements
• Multi-lingual staff providing flexible staffing round-the-clock to suit clients’ needs |
Infrastructure
• 100% VoIP facility with Avaya PBX and redundant telecommunications links world- wide
• Integrated contact center software with blended predictive dialer (inbound & outbound) built on scalable and robust architecture enabling secure data links with diverse client platforms
• 24x7 operations with dedicated on-site technical support staff
• Facility located in the Montego Bay Free Zone with high security and closed-circuit digital cameras
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Work Strategy
• Strong performance-based culture throughout the organization enabling superior delivery of client solutions
• Metrics-based management of all work steps and processes driving the philosophy of continuous improvement and complete client satisfaction
• Performance improvement methodologies and techniques developed by analytics team with experience from top financial institutions |