Innovation and Commitment: Telemercado at the Forefront of Citizen Services

In an era where the synergy between technology and customer service is crucial for business success, Telemercado stands out as an innovation benchmark in the BPO industry. With over two decades of experience, this Cordoba-based company has revolutionized BPO business processes across Argentina, offering cutting-edge solutions ranging from Contact Center insourcing and outsourcing to technological consulting. Their leadership in in-house implementations and integrations of Contact Center services has positioned Telemercado as a pioneer and undisputed leader in the sector.

In our upcoming interview, Cristian Greppi shares Telemercado's success strategies, highlighting their collaboration with governmental institutions to enhance citizen services. With a focus on cooperation between the public and private sectors, Cristian provides insights into overcoming common challenges in implementing governmental contact processes through inclusion, technology, and active listening to citizens' needs.

This recognition from ALOIC not only validates Telemercado's commitment to service excellence but also underscores the importance of participating in events that promote interaction and collective growth within the industry. Join us in this insightful conversation, where leadership and innovation converge to make a difference in citizen services.

Regarding Your Success Case: What strategies did you develop, and what were your most notable results?

From the start of our collaboration with Tarjeta Activa, our joint approach strategies remained within a comprehensive vision, including human resources, technology, processes, structures, systems, and scalability.

Our primary results focused on various fields of action in which we directed our work project: service, user experience in different applications, implementation and measurement of processes, data security, and data intelligence.

In terms of citizen experience, we surpassed goals in service and support, service quality, satisfaction, first-contact resolution (FCR) rate, and retention rates as key performance indicators. Additionally, in terms of business metrics, we exceeded established KPIs for data reliability, geolocation, application downloads, and application usability.

How have you linked and collaborated with governmental institutions to implement your strategy and achieve successful results?

At Telemercado, we have experience in the public sector and various areas such as finance, health, banking, and collections. This facilitates the interpretation of needs, implementation timelines, developments, and knowledge of the internal functioning of the public sector. Making technological tools and customer service industry knowledge available to the public sector, as well as providing alternative or complementary citizen contact solutions, facilitates government team management and decision-making.

We highlight the flexibility to collaborate with the public sector in various scenarios as a key aspect in implementing strategies and achieving future results.

In your opinion, what are the most significant benefits of collaboration between the public and private sectors in providing citizen services?

We emphasize that both sectors present aspects that can be enhanced to facilitate interaction with citizens. Understanding the public sector's needs and synergizing with the private sector to transform them into sustainable actions over time is significant and valued by citizens. Today, solutions and facilities that were previously only viable in the private sector are perfectly applicable to the public sector.

What are the most common challenges they face, and how do you think they can be overcome?

The most significant challenges in these implementations are related to designing and implementing service models that consider inclusion and coverage for the entire affected population. People, technology, and processes should facilitate proximity between citizens' needs and the government. It is crucial to understand all scenarios or situations that may arise, bring the most appropriate contact channels according to the need, and frequently review the implemented circuits. Listening to citizens' assessments and feedback enriches the service model offered. Working together, the public sector team, BPO, and citizens streamline processes and improve the user experience.

What does it mean for your organization to receive this recognition from ALOIC?

For Telemercado, receiving recognition from ALOIC is an honor, as it represents the highest distinction we aspire to year after year. Behind this recognition is the effort and dedication of work teams that, day by day, give their best performance to grow, learn, and continue building high-performance service models.

What do you consider the value and benefit of participating in these kinds of events?

The benefits and value of participating in this event are extremely positive. We can highlight recognition from industry experts and colleagues, interaction with industry leaders, enrichment of knowledge within our ecosystem, and the opportunity to introduce ourselves in new markets with new services.