The Contact Center and multilingual bpo PRONTO BPO is part of TOP Companies’ Top + America 2022 Ranking, a position that confirms that it is one of the most important companies committed to human capital in the region.
TOP Companies is the world’s leading firm in the diagnosis and strengthening of organizational culture. It is responsible for accompanying organizations in strengthening their culture, helping them to consolidate as competitive, sustainable and humane companies, which is why it has the tools to make the necessary measurements and choose the places where everyone wants to work.
The Organizational Culture and Climate assessment allows to determine the characteristics, behaviors and skills required to be a culturally powerful company.
For this reason, to obtain this standard, an exhaustive process was carried out with PRONTO BPO’s personnel, in which the organizational culture was measured, which is the backbone of the organization, formed by the set of beliefs and values shared within the company, which are translated into the behaviors and emotional flow of the people who make up the company.
Cultural factors such as leadership, organizational dynamics, resilience, identification with the company, work attitude and growth, training, honesty, organizational motivation, diversity and inclusion, as well as company policies and social responsibility were also taken into account.
Another aspect to be evaluated was the organizational climate, that is, the atmosphere within PRONTO BPO, made up of the set of feelings and emotions that employees perceive in their workplace, as well as factors such as working hours, safety and work stress, as well as positive psychology and compensation.
The TOP Companies methodology is a unique measurement instrument of its kind, standardized for any culture with a high degree of reliability. The process begins with a questionnaire for employees, which has 80% of the final assessment and 20% of the inventory of policies, practices and programs.
At Pronto BPO, with presence in three Central American countries, we are specialists in customer service, with highly qualified human talent. We were born with the philosophy of generating jobs to collaborate with the development of the societies where we are present, said Isabel Rosales Nanne, executive director of Pronto BPO.
Employees, a highly qualified team
One of the main aspects that make Pronto BPO different is the stability of its human capital, since it has a low turnover rate. From the moment they join the company, personnel are trained and motivated to perform their work as agents in an optimal manner.
An important characteristic to mention is that it gives young people the opportunity to obtain their first job, in which the bases of responsibility, quality and respect are created, as well as companionship. A large percentage of the staff is between 18 and 24 years old.
Pronto BPO bets on female talent, which is why 64 percent of its work team are women, giving them the opportunity for exposure and empowerment, which is offered at all levels. Among the company’s internal values is that of inclusion, which is why it has female employees who lack the sense of sight, who have performed their work with excellence.
The recruitment team aims to attract qualified potential candidates, who will be able to join the organization and adapt to a project that fits the client’s specifications.
Each collaborator has the opportunity to grow, that is why the current group leaders have been agents who have proven to be disciplined, committed and have achieved great accomplishments; all this framed in the principle of offering service with excellence.
The principles of order, responsibility, respect, passion and teamwork are guidelines that are shared with them from the beginning of their work relationship, which they are encouraged to implement in their daily work, as well as in all aspects of their lives.
The boom in the outsourcing of services and internal processes of companies is an opportunity to hire more employees and train them to develop an excellent role as communicators.
Training is constant, which is why the team in general is weighted to prevent accidents and occupational diseases, identify hazards and comply with regulations; identify, evaluate, prevent, intervene and monitor the control of psychosocial risk factors.
An essential aspect is the occupational health and safety training plan, which promotes a culture aimed at self-care, as well as to keep their workplace clean and tidy in order to take advantage of the space and have greater security in daily tasks.
Pronto BPO is characterized for being a contact center, BPO and software developer that focuses its actions in the professionalization of its human resources, complemented with the best tools to perform their work, which in all the days is maintained a strict quality control in order to exceed the expectations of external and internal customers.