Nearshore contact center operations, built to enterprise standards.
Bilingual customer service, sales, tech support, and back-office programs run from our San Salvador facility. SOC 2 Type II, PCI-DSS, and HIPAA-aware. Month-to-month contracts. U.S. business hours.
Seven BPO practice areas, one operating model.
All operated under the same management structure, QA framework, and reporting cadence. Select a workflow to see the specific coverage, compliance, and proof points.
Real outcomes from real programs.
Named clients across retail, healthcare, legal, fintech, and cybersecurity.
CSAT 83% to 89% in 6 months. Scaled 24 to 60 agents during Q4 peak.
Conversion rate 36% to 62%. Monthly appointments up 68%.
Scaled 6 receptionists to 24 intake specialists. 100% pre-qualified handoffs.
Overall conversion +19% in 2 months. Calls past 30s +17%.
Three differentiators that show up in every program we run.
Attrition under 2.5%
Industry benchmark sits at 10 to 15% annual attrition. Our annual attrition runs under 2.5%. Average agent tenure is 37 months. 52% of new hires come from internal referral. Your program keeps the same people running it month over month.
Closed-loop QA
Every QA evaluation feeds the Team Leader's weekly coaching plan. Coaching feeds the Weekly KPI Action Plan (WKAP). This is Six Sigma DMAIC applied to contact center operations, not a quarterly review deck.
99.99% uptime architecture
Dual fiber ISPs plus LTE failover. N+1 UPS plus on-site diesel generator with 72+ hour capacity. BGP auto-failover under 60 seconds. Your program does not go down because the power did.
The certifications enterprise security teams ask about.
The certifications and controls that matter when your prospect sends the security questionnaire.
Active. Executive summary under NDA.
Compliant. Payment IVR removes agents from card capture.
Compliant. BAAs executed with all applicable clients.
Compliant. DPAs and SCCs available.
Compliant. DSAR and deletion workflows in place.
Compliant. DNC scrubbing on all outbound campaigns.
Six phases. One predictable path to launch.
Every BPO program runs through the same six-phase implementation. Exact timelines are confirmed during contracting.
Pre-launch
Setup, training, and onboarding before agents touch a single call.
Requirements, IT provisioning, kickoff
SOPs, training materials, QA scorecards
~40-45 hours classroom training, 1:15 trainer ratio
Production
Agents on the floor — supervised first, then full queue, then steady state.
1-2 weeks supervised live production, go/no-go gate
Full team in queue, daily monitoring, DMAIC active
Calibration cadence, MBR launched, optimization
Priced per productive hour, not per FTE.
We charge for the time your agents are actually available to handle work: talk time, wrap-up, hold time, and capped training and meeting hours. No setup fees. Month-to-month contracts.
Spanish-language programs
- Night +15%. OT +35%.
- No setup fees, month-to-month contracts
Bilingual programs
- Night +15%. OT +35%.
- No setup fees, month-to-month contracts
Final rates depend on role, program complexity, volume, and contract term. Volume discounts available. Training billed at 85% of the productive rate, with full reimbursement for any agent who exits within the first 30 days of production.
Common questions, answered.
The questions enterprise buyers ask before signing. Don't see yours? Send it our way during the discovery call.
Virtual Assistants are individual specialists placed with your team. BPO programs are managed contact center operations: teams of agents, supervisors, QA analysts, workforce management, and reporting, run as a program against SLAs. Different buyer, different contract, different pricing model.
Ready to see what a program would look like for you?
Tell us about your workflow, volume, and compliance requirements. We will come back with a staffing model, a pricing estimate, and two reference calls in the same industry.
Get a custom program proposal.
Share your scope and current performance baseline. We'll come back with a staffing model, a pricing estimate, and two reference calls in your industry.