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CONNECT BPS
Welcome!
At Pentafon, we are committed to continuous improvement and innovation, offering efficient and secure solutions in contact centers to transform and optimize our clients' experience. We are proud to accompany you on this journey, providing the necessary support to achieve your goals successfully.
Continue
Content
1. Who are we ?
2. Company & HR Governance Overview
3. Training, Culture & Compliance
4. Certifications
5. IT Governance & Policy Review
6. Work force
7. Operational Structure & Governance
8. Continous Improvement
9. Innovation
10. Case studies & Awards
11. Q&A review
About us
A solid alliance
USA
Texas
We are a company that is part of Grupo Neikos. We have more than 3,000 stations, 9 centers in Mexico and Latin America; certifications such as version 4 PCI-DSS Level 1, ISO 27001, ISO 18295, ISO 9001, Global CIC2.0 Model, ANSI/TIA 942 TIER II, and SOC2-1.
Through secure technological infrastructure in high availability that guarantees service continuity.
MEXICO
CDMX
- Laguna de Mayran
- Mariano Escobedo
- Thiers
- Insurgentes
Monterrey
Morelia
Hermosillo
LATAM
Venezuela
Peru
Our Values
+20
years of experience
Innovation
Commitment
Honesty
Respect
Quality
4 Strategic Pillars
Human Talent
Technology
Recognized as the best Contact Center and among the top 5 Best Professional Services Companies to work for in Mexico.
Genesys Pulse Genesys Info Mart
Speech & Text Analytics
Infrastructure
Certifications
Our Clients
Retail
Insurers
Services
Banking
Fintech
Employee satisfaction
Employee survey
91%
Promoters
7%
Neutrals
2%
Detractors
Bimonthly sample:
eNPS 91%
Customer Satisfaction
Average Evaluation
9.0
8.9
9.1
Semiannual Sample:
NPS 9.0 / 70%
Industry Benchmark:
60%
End-End
Framework
End-End Operational Framework
CONTINUOUS TRAINING
INITIAL TRAINING
IMMERSION
BASED ON THE KIRKPATRICK MODEL: REACTION | LEARNING | BEHAVIOR | RESULTS
EXECUTIVE | MANAGEMENT | COORDINATOR | SUPERVISOR | TRAINING | QA | HR | WFM | MIS | INNOVATION & DEVELOPMENT| IMPLEMENTATION | IT | SECURITY
wwww.pentafon.com
Human Capital Attraction and Selection
Attraction and Selection Model
Job Posting
Pre Screening
Validation
Tech Assesment
Integrity
Interview
File
Attraction and Selection Model
Job Posting
Pre Screening
We identify the most efficient advertising zones with BI and integrate all social networks and job platforms to reach the ideal candidate.
Validation
Tech Assesment
Integrity
Interview
File
Attraction and Selection Model
Job Posting
With our technology, we validate the candidate's geolocation, salary expectations, age, and education level.
Pre Screening
Validation
Tech Assesment
Integrity
Interview
File
Attraction and Selection Model
Job Posting
Pre Screening
We verify the prospect's status in: Labor Bureau, Legal and Judicial, plus weeks contributed at the IMSS.
Validation
Tech Assesment
Integrity
Interview
File
Attraction and Selection Model
Job Posting
Pre Screening
We conduct tech-savy testing, spelling, typos, and tailored assesments according to your needs.
Validation
Tech Assesment
Integrity
Interview
File
Attraction and Selection Model
Job Posting
Pre Screening
We guarantee the honesty and integrity of the candidate through specialized psychometric tests.
Test Levels
Validation
Level 2~ Behavior ~ Axiological ~ Honesty
Level 3 ~ Behavior ~ Axiological ~ Honesty ~ Integrity ~ Socioeconomic study
Level 4 ~ Behavior ~ Axiological ~ Honesty ~ Integrity ~ Socioeconomic Study ~ Polygraphs
Level 1~ Behavior ~ Axiological
Tech Assesment
Integrity
Interview
File
Tests
Specials
Integrity
Attraction and Selection Model
Job Posting
90%
Profile Adherence
Pre Screening
Validation
Tech Assesment
Integrity
Interview
File
We ensure the suitable profile through interviews with our experts or with the Generative Virtual Interviewer.
URL
REPORT
Role Play Results
Attraction and Selection Model
Job Posting
We create the digital file with AI, ready for contracting.
Pre Screening
Validation
Tech Assesment
Integrity
Interview
File
Pentafon Training
Training Model
New Hire Training
Continuous Training
Product Training
Pentafon Induction
Certification
Immersion
Client Updates
Monthly Evaluations
Refresher Flight Plan
Types of Training
Training Efficiency
eLearning
LMS platform, based on MOODLE.
Online
Training through virtual classrooms in TEAMS.
Simulators
In-person
Classroom and technical classroom training
Practical training with AI simulators to evaluate and develop skills.
Client Simulator
Results
16%
Reduction in AHT
4x
Reduction in operational errors
72hrs
of implementation
www.pentafon.com
E-learning
www.pentafon.com
Collections Training
The role of a Collector
Recovery techniques
120 minutes
120 minutes
Introduction to the world of ARM
Handling difficult clients
120 minutes
120 minutes
Creative aspects of a collector
Phone recovery
120 minutes
120 minutes
Early attrition : 10% - 15% Operational attrition: 5%
Graduation Rate: 90% Nesting: 75% - 85%
Workshop duration= 12 Hrs.
Customer Service Training
The role of a Customer Service Executive
Call Management
120 minutes
120 minutes
Handling Difficult Customers
People First
120 minutes
120 minutes
Effective Communication Techniques
Emotion Management
120 minutes
120 minutes
Early Attrition: 10% - 15% Operational Attrition: 5%
Graduation Rate: 88.7% Nesting: 75% - 85%
Workshop Duration= 12 Hrs.
Quality and continuous
Improvement
QA Model - CX
Customer experience
Issued Quality
Perceived Quality
CX ANALYSIS - Quality Model - AI
Quality Model - AI
INFORMATION SECURITY
PROTOCOLS
TAG
PROCESSES
BUSINESS
CUSTOMER VOICE
- Business scripts
- Legal scripts
- Call flow
- Customer data protection
- Confidential numbers
- Card numbers
- CVV
- Payment requests
- Idioms
- Sounds
- Silences
- Profanities
- Fillers
- End-to-end operational process
- 80 – 20 critical and compliance
- Continuous improvement
- NPS
- CSAT
- FCR
- EES
- Automation and efficiency
- Satisfaction
- Dissatisfaction
- Sentiment
Automated Quality - CX
Medium
Product
Practice real scenarios with NI
Generate improvement statistics
Certify pass to Floor
Graduation rate Curve Rotation
Certifier / AI
Monthly results presentation
Generate voice customer / CX report
Define monitoring sample
QA Manager
Perceived Quality
Service quality report generation
Service quality
Evaluate calls
Send alerts
QA / AI
Report EC behaviors
Generate process-level analysis
CX NPS CSAT FCR CES
Evaluate calls
CX Analytics
Issued Quality
Speech
Trend detection
Transcribe calls
Data creation
Data Governance Reporting - MIS&BI
Data Upload Information
Extraction of CRM, IVR, and ACD databases (internal developments, Avaya, Oracle, Sprinklr, Genesys, Genesys Cloud, Five9) via ETL and loading processes.
Transformation
Sync of the Pentafon data warehouse allows us to categorize different sources and generate information cubes.
Dashboards
Reports
Through automatic tasks and queries, report or dashboard updates are generated that depend on processes and tools rather than people.
We have BI dashboards for dynamic KPI management.
Advantages:
100%
- Pentafon data models. Access all detailed information without consuming custom reports.
- Automation in database connections via API, ETL, RPA.
- Experience in integrations with various calling platforms.
- A customized Infomart BI tailored to each business's needs.
of effectiveness in:
- Report accuracy
- Online reports
AI for QA
Assessment accuracy
Objective scoring
Monitoring results analysis for action plans
Call processing
Agile quality guide setup
5 days calibrating with operational area
25% sample
Automatic reporting
AI Certification
On - the - Job Training
Once the training process is completed, the executives are handed over to the immersion coordinator, who during the defined period will validate the profile, knowledge, and operational performance of the executive.
PHASE 01
PHASE 04
PHASE 06
PHASE 02
PHASE 03
PHASE 05
PHASE 07
Group delivery
Performance
Meet your team
Performance Monitoring
Graduation
- Group discussion
- Explanation of the process
- Goals for release
- Clarification of general doubts
- Profile validation
- Supervisor presentation
- Application connection
- Policies and processes
- Application demonstration session
- Call handling
- QA Monitoring
- Floor support
- Trainers and Alphas
- Quality Clinic
- Results group session, supervisor 30 min., at the end of the day
- QA Monitoring
- Floor support
- Trainers and Alphas
- Quality Clinic
- Results group session, supervisor 30 min., at the end of the day
- QA monitoring and feedback
- Follow-up for the next 4 days with each executive, identifying critical processes, skills, and dexterity for each activity, providing immediate feedback.
- Results report
- Achievement of individual and group goals
- Referral to personnel who did not pass the process
Culture
Absenteeism monitoring
Preventive activities
Culture
Rotation
Certifications
Certification PCI DSS
Certifications
ISO 9001: 2015
ISO/IEC 27001:2013
ISO 18295-1:2017
IT Governance
& Policy Review
PCI-DSS Level 1, Version 4.0
Compliance Level
0%
More than 6 million
Security incidents 2024
1 to 6 million
Annual transactions
20,000 to 1 million
Less than 20,000
Mandatory
External audit requirement
Internal audit
Not mandatory
Mandatory
Penetration testing
Optional
Not required
Mandatory
Vulnerability quarterly
Optional
Benefits
Not required
Security Ecosystem
Information Security
Operations Security
- Cybersecurity strategy.
- Information security committee.
- Internal/external vulnerability analysis.
- Risk assessment.
- Internal and external audits.
- Logical security consisting of antivirus, domain policies, etc.
- Security in Communications.
- Logical access control.
- Cryptography.
- Incident management.
- Transactional IVR.
Physical Security
Human Resources
- Physical Security.
- Arches, security guards with garret, and 1-1 control.
- Clean desk.
- Controlled access to devices, CCTV, and patrols.
- Security controls in the data center.
- AI in recruitment and selection process.
- During the candidate evaluation process, we have 4 security levels depending on the type of information they will access.
Business Continuity
- Own data center, certified in ANSI TIA Rated 2.
- Strategy and processes to ensure availability.
Redundant architecture (voice and data)
Benefits:
- Up to 3 carriers per site, for diversity and redundancy in intercommunication.
- VPN tunnels between sites as a complement to L2L and MPLS links.
- SDWAN technology at all sites to maintain secure and encrypted communication.
wwww.pentafon.com
Redundant electrical infrastructure
Certified data center
99.97%
Telecommunications
Horizontal and vertical cabling, redundant access, cabinets, access room, and documentation.
Availability 2024
Architecture
Construction type, materials, roof, floors, and rooms.
Electrical system
Electrical redundancy, UPS topology, physical grounds, generators, and batteries.
Mechanical system
Air conditioning, piping, drainage, fire detection, and liquid detection.
Benefits
wwww.pentafon.com
Work Force
Management
Work Force Management Model
Forecast
Advantages
WFM: Integrations with various call history platforms. Connection with HR for agent lists. Staffing: Internal automated developments. Experience in different businesses, timeframes, growths of up to 300%.
Planning
Scheduling
Objective
Real-time management
Schedule income and training 120 days in advance, ensuring the necessary staff is available, with weekly meetings to adjust the number of recruits per recruitment.
WFM
Recruitment
Training
Operations
Certification
Staffing
Work Force Management - Outbound
03. Scheduling
02. Planning
01. Forecast
- Determine schedules based on required agents.
- Plan reducers (Breaks / Vacations)
- Maximize workforce
- Sizing.
- Staffing of personnel.
- Ensure agents meet campaign target indicators for Outbound.
- Measurement and consideration of absenteeism, turnover according to the agent's stage.
- The delivered base is planned.
- Contact percentage.
- Service window.
- Trend of the last weeks or years.
- AHT.
Note:The sizing exercises for inbound and outbound cells and channels will be aligned according to the indicators required in the RFP
Governance
Model
Governance Model
Ensuring satisfaction indicators
Interlocutors
Type
Frequency
Client Services Area
Contents
Operational
- Key KPIs
- Volumes
- Incidents and solutions
- Immediate action plans
- Operations manager and coordinator.
- Client (operational management level)
Weekly
- Operations director,
- Operations, quality, training, and WFM managers.
- Client (managerial level of each area)
Tactical
- KPI analysis and trends
- Resource optimization
- Corrective actions and improvements
- Customer Satisfaction
Monthly
Strategic
- Operational and financial evaluation
- Innovations and automation
- Expansion and business opportunities
- Cost and efficiency analysis
- Addresses from both organizations with impact or influence on the business
Quarterly
Partnership
- Evaluation of strategic relationship
- Profitability and return on investment (ROI)
- Market and competition view
- Growth and continuity plans
- Risk assessment and mitigation
Semiannual
- President, General Management, C-Level
Team Pentafon
Team Pentafon
Antonio Fajer President
Filiberto Mondragon Executive Director Mex
Omar Castro Executive Director Global Business
Jesús Bermejo CINO
Ingrid Gomiciaga CFO
Rolando Blanco HR Director
Edmundo Olguín IT Director
Irasema Sánchez Operations Director
Omar Jiménez Continuous Improvement Director
Joel García Operations Director
Salvador Rodríguez Subdirector of Command Center
Emmanuel Moran Operations Director
Operations
13
Operational Team
Pentafon proposes the following structure to ensure proper service management.
Resources
Shared
Dedicated
Support Areas
Operations Director
Reporting (MIS & BI)
Innovation and Development
Dialing
Operations Manager
Information Security
Real Time
WFM
Operations Coordinator
Recruitment
Training
Technical Support
Quality
Operations Supervisor
Training
Database Custodian
Implementation
Facilities
Agents
Performance Management Practices
Leadership
Customer Focus
Get to know your team, outline feedback methodology
Document specific progress in a weekly, monthly and quarterly basis
Step 1
Step 8
Industry specific onboarding, understanding type of users, clients
Presenting Information
Industry insights, customer behaviors, interaction’s analysis accross the board
Critical Thinking
Step 2
Step 7
PERFORMANCE IMPROVEMENT PROCESS
Step 3
Step 6
Innovation introduction. Is your team aware of today’s tech?
Reward and recognize the good performance
Step 5
Step 4
Managing Resources
Expectation settings, eliminate ambiguity and promote ownership
Identify performance gaps and reinforce all resources available
Teamwork
Communication
Quality and continuous
Improvement
QA Model - CX
Customer experience
Issued Quality
Perceived Quality
CX ANALYSIS - Quality Model - AI
Quality Model - AI
INFORMATION SECURITY
CUSTOMER VOICE
PROTOCOLS
TAG
PROCESSES
BUSINESS
- Business scripts
- Legal scripts
- Call flow
- Customer data protection
- Confidential numbers
- Card numbers
- CVV
- Payment requests
- Idioms
- Sounds
- Silences
- Profanities
- Fillers
- End-to-end operational process
- 80 – 20 critical and compliance
- Continuous improvement
- NPS
- CSAT
- FCR
- EES
- Automation and efficiency
- Satisfaction
- Dissatisfaction
- Sentiment
Automated Quality - CX
Medium
Product
Practice real scenarios with NI
Generate improvement statistics
Certify pass to Floor
Graduation rate Curve Rotation
Certifier / AI
Monthly results presentation
Generate voice customer / CX report
Define monitoring sample
QA Manager
Perceived Quality
Service quality report generation
Service quality
Evaluate calls
Send alerts
QA / AI
Report EC behaviors
Generate process-level analysis
CX NPS CSAT FCR CES
Evaluate calls
CX Analytics
Issued Quality
Speech
Trend detection
Transcribe calls
Data creation
Data Governance Reporting - MIS&BI
Data Upload Information
Extraction of CRM, IVR, and ACD databases (internal developments, Avaya, Oracle, Sprinklr, Genesys, Genesys Cloud, Five9) via ETL and loading processes.
Transformation
Sync of the Pentafon data warehouse allows us to categorize different sources and generate information cubes.
Dashboards
Reports
Through automatic tasks and queries, report or dashboard updates are generated that depend on processes and tools rather than people.
We have BI dashboards for dynamic KPI management.
Advantages:
100%
- Pentafon data models. Access all detailed information without consuming custom reports.
- Automation in database connections via API, ETL, RPA.
- Experience in integrations with various calling platforms.
- A customized Infomart BI tailored to each business's needs.
of effectiveness in:
- Report accuracy
- Online reports
Innovation
Offer with innovation
Pentafon offers all the tools with Generative Artificial Intelligence that enable operational efficiencies as well as minimize errors in information handling.
WFM
Attraction and Selection
Training
Operations
Quality
Reporting & Analytics
+MONITORING
+SIMULATOR
+INTERVIEWER
+AGENT ASSIST
+VOICEBOT
+CERTIFIER
+CHATBOT
+IVR GENERATIVO
Voicebot
Generative
Generative Voicebot
Tool that uses generative AI, capable of maintaining natural and fluid conversations with users through voice.
Features
Benefits
- Greater efficiency in management
- Generation of qualified leads
- Scalability in capacity
- Cost reduction
- Line decongestion
- Availability 24/7
- Reduces waiting times
- Unique and personalized interactions.
- Natural tone of conversation.
- Continuous and semi-autonomous learning.
- Integration with other systems.
- Ability to transfer to agents for closing sales.
Simulator
Simulator
Virtual environment where agents can practice skills in a realistic and personalized scenario, receiving instant feedback tailored to performance.
Features
Benefits
- Personalized learning
- Increase in graduation rate
- Decrease in learning curve
- Safe practice
- Soft skills development
- Real process simulation
- Different customer profiles
- Various evaluation levels
- Real-time feedback
Agent Assist
Agent Assist
AI Assistant for quick and reliable information delivery to agents
Features
Benefits
- Error reduction
- Reduction of AHT
- FCR increase
- Better customer experience
- Document references and URLs
- Continuous learning
- Controlled model
- Integration with existing systems
Chatbot
Chatbot
Simulate a conversation with a human user, using artificial intelligence and natural language processing. They can answer questions, provide information, and perform tasks automatically.
Features
Benefits
- Greater efficiency
- Availability 24/7
- Line decongestion
- Customer experience improvement
- Increased efficiency
- Data generation
- Natural conversation
- Personalization
- Integration with other systems
- Continuous learning
Case Studies & Awards
Success Case
A bank implemented early-stage collections through a generative AI-powered voicebot, which had previously been handled using traditional methods involving human agents and SMS messages.
Results
30%
Cost reduction.
+100K
Managed accounts per day
Place ranked in collections strategy
1st
The Voice of Our Client
"The generative voicebot made it possible to manage the collection effort more efficiently, enabling a quick tour of the base and improving the cost per peso recovered."
Transforming Retention into Sales: Innovative solutions that drive value
About the client
Challenges:
- Customer Frustration
- Insufficient multidisciplinary collaboration
- 25% abandonment at the retention line
- Internal complexity in processes
One of the top 5 insurance and financial services company headquartered in France, offering life, health, property, and casualty insurance, as well as investment and asset management solutions. Operations in 51 countries.
Implementation phases
Phase 3 Revenue recovery and strategic business model transformation
Phase 1 Design of the agent retention and specialization career path
Phase 2 Improving the retention strategy
Core elements of the strategy
Customer cancellation insights
Results
- We established a formal channel to handle cancellations, bringing visibility to a critical issue that had previously been ignored.
- We improved the quality of agent responses, increasing their ability to offer effective solutions.
- We identified optimization opportunities for the next phases.
- We faced a 25% abandonment rate due to insufficient authorized resources compared to the call volume and the influx of customers from other products (such as GMM).
- 53% reduction in abandonment
- Achieved 118% of the retention target
- Achieved 161% of the net auto insurance premium target
CX optimization
Agent enablement and skills development
Active revenue recovery
The implemented strategy for this client was focused in securing revenue more than in avoiding cancellations.
CX & EX Awards 2025
Best Digital Transformation Strategy
Best Talent Management Strategy
Una empresa del sector financiero buscaba reforzar la protección de datos sensibles de sus clientes.
Una empresa del sector financiero buscaba reforzar la protección de datos sensibles de sus clientes.
Recruitment process model as a key for operational excellence, delivery and success
Second largest bank in Mexico data protection.
Resultados obtenidos
Resultados obtenidos
Results
Results
40%
100%
40%
100%
40%
100%
5 days to -48 Hrs
25%
Reducción intentos de fraude
Cumplimiento en auditorías de seguridad
Reducción intentos de fraude
Cumplimiento en auditorías de seguridad
Compliance with security audits
Efficiency in candidate selection
Reduction in fraud attempts
Time-to-hire
35%
60%
35%
60%
60%
35%
15%
40%
Mejora en la confianza del cliente.
Mejora en la confianza del cliente.
Reduction in incident response time
Retention rate after 6 months
Improved customer trust, reflected in surveys.
The incidence of fraudulent transactions was reduced
Tiempo de respuesta ante incidentes
Tiempo de respuesta ante incidentes
Best Sales and Omnichannel Strategy
Best Customer Experience Strategy
Una empresa del sector financiero buscaba reforzar la protección de datos sensibles de sus clientes.
Una empresa del sector financiero buscaba reforzar la protección de datos sensibles de sus clientes.
First place in retention and cross-selling scores for 6th largest insurance company in Europe
Flawless customer experience journey knowledge transfer.
Resultados obtenidos
Resultados obtenidos
Results
Results
40%
100%
30%
20%
40%
100%
91%
40%
Reducción intentos de fraude
Cumplimiento en auditorías de seguridad
Reduction in operational costs
Higher scores in customer satisfaction surveys
Reducción intentos de fraude
Cumplimiento en auditorías de seguridad
Increase in cross-selling sales
Customer retention, reducing the cancellation rate by 50%
35%
60%
25%
35%
60%
Recognized with the Gold Medal at the National Awards by the IMT.
95%
48 Hrs to 2 Hrs
Mejora en la confianza del cliente.
Increase in customer loyalty and retention
Tiempo de respuesta ante incidentes
Mejora en la confianza del cliente.
In customer satisfaction
Response time
Tiempo de respuesta ante incidentes
Why Pentafon?
Why choose us?
Benefits that make a difference:
- Experience: +20 years of experience with satisfied AAA clients.
- Transformation scenario generating efficiency and improving operational results.
- Client's strategic level.
- Security: We pride ourselves on being the only contact center in the Mexican market certified in Level 1 PCI-DSS version 4.0, ensuring the highest standards of security and data protection.
- Continuity: Our infrastructure with ANSI TIA Rated 2 certification guarantees over 99.9% availability and is supported by two electrical substations. Additionally, we have backup in our private cloud and perimeter security through Fortinet solutions.
- Management strategy: GENESYS Omnichannel Platform, a global leader in voice and telecommunications.
- Innovation: Through Xira, development of robots with artificial intelligence (AI).
Pentafon
Facilities
Proposed Facilities
Pentafon HQ-Thiers
Meeting rooms
Controlled access
Security arches
Main access
Infirmary
Operational area
Operational area
Training rooms
Common Areas
Additionally, our resting areas are designed to promote team well-being, ensuring the satisfaction of both our clients and the agents who are part of this ecosystem.
Rest Area
Dining Room
Common Areas
Play Area
Parking
Elevators
Lockers
Emergency Staircase
www.pentafon.com
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Start
CONNECT BPS
Welcome!
At Pentafon, we are committed to continuous improvement and innovation, offering efficient and secure solutions in contact centers to transform and optimize our clients' experience. We are proud to accompany you on this journey, providing the necessary support to achieve your goals successfully.
Continue
Content
1. Who are we ?
2. Company & HR Governance Overview
3. Training, Culture & Compliance
4. Certifications
5. IT Governance & Policy Review
6. Work force
7. Operational Structure & Governance
8. Continous Improvement
9. Innovation
10. Case studies & Awards
11. Q&A review
About us
A solid alliance
USA
Texas
We are a company that is part of Grupo Neikos. We have more than 3,000 stations, 9 centers in Mexico and Latin America; certifications such as version 4 PCI-DSS Level 1, ISO 27001, ISO 18295, ISO 9001, Global CIC2.0 Model, ANSI/TIA 942 TIER II, and SOC2-1.
Through secure technological infrastructure in high availability that guarantees service continuity.
MEXICO
CDMX
Monterrey
Morelia
Hermosillo
LATAM
Venezuela
Peru
Our Values
+20
years of experience
Innovation
Commitment
Honesty
Respect
Quality
4 Strategic Pillars
Human Talent
Technology
Recognized as the best Contact Center and among the top 5 Best Professional Services Companies to work for in Mexico.
Genesys Pulse Genesys Info Mart
Speech & Text Analytics
Infrastructure
Certifications
Our Clients
Retail
Insurers
Services
Banking
Fintech
Employee satisfaction
Employee survey
91%
Promoters
7%
Neutrals
2%
Detractors
Bimonthly sample:
eNPS 91%
Customer Satisfaction
Average Evaluation
9.0
8.9
9.1
Semiannual Sample:
NPS 9.0 / 70%
Industry Benchmark:
60%
End-End
Framework
End-End Operational Framework
CONTINUOUS TRAINING
INITIAL TRAINING
IMMERSION
BASED ON THE KIRKPATRICK MODEL: REACTION | LEARNING | BEHAVIOR | RESULTS
EXECUTIVE | MANAGEMENT | COORDINATOR | SUPERVISOR | TRAINING | QA | HR | WFM | MIS | INNOVATION & DEVELOPMENT| IMPLEMENTATION | IT | SECURITY
wwww.pentafon.com
Human Capital Attraction and Selection
Attraction and Selection Model
Job Posting
Pre Screening
Validation
Tech Assesment
Integrity
Interview
File
Attraction and Selection Model
Job Posting
Pre Screening
We identify the most efficient advertising zones with BI and integrate all social networks and job platforms to reach the ideal candidate.
Validation
Tech Assesment
Integrity
Interview
File
Attraction and Selection Model
Job Posting
With our technology, we validate the candidate's geolocation, salary expectations, age, and education level.
Pre Screening
Validation
Tech Assesment
Integrity
Interview
File
Attraction and Selection Model
Job Posting
Pre Screening
We verify the prospect's status in: Labor Bureau, Legal and Judicial, plus weeks contributed at the IMSS.
Validation
Tech Assesment
Integrity
Interview
File
Attraction and Selection Model
Job Posting
Pre Screening
We conduct tech-savy testing, spelling, typos, and tailored assesments according to your needs.
Validation
Tech Assesment
Integrity
Interview
File
Attraction and Selection Model
Job Posting
Pre Screening
We guarantee the honesty and integrity of the candidate through specialized psychometric tests.
Test Levels
Validation
Level 2~ Behavior ~ Axiological ~ Honesty
Level 3 ~ Behavior ~ Axiological ~ Honesty ~ Integrity ~ Socioeconomic study
Level 4 ~ Behavior ~ Axiological ~ Honesty ~ Integrity ~ Socioeconomic Study ~ Polygraphs
Level 1~ Behavior ~ Axiological
Tech Assesment
Integrity
Interview
File
Tests
Specials
Integrity
Attraction and Selection Model
Job Posting
90%
Profile Adherence
Pre Screening
Validation
Tech Assesment
Integrity
Interview
File
We ensure the suitable profile through interviews with our experts or with the Generative Virtual Interviewer.
URL
REPORT
Role Play Results
Attraction and Selection Model
Job Posting
We create the digital file with AI, ready for contracting.
Pre Screening
Validation
Tech Assesment
Integrity
Interview
File
Pentafon Training
Training Model
New Hire Training
Continuous Training
Product Training
Pentafon Induction
Certification
Immersion
Client Updates
Monthly Evaluations
Refresher Flight Plan
Types of Training
Training Efficiency
eLearning
LMS platform, based on MOODLE.
Online
Training through virtual classrooms in TEAMS.
Simulators
In-person
Classroom and technical classroom training
Practical training with AI simulators to evaluate and develop skills.
Client Simulator
Results
16%
Reduction in AHT
4x
Reduction in operational errors
72hrs
of implementation
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E-learning
www.pentafon.com
Collections Training
The role of a Collector
Recovery techniques
120 minutes
120 minutes
Introduction to the world of ARM
Handling difficult clients
120 minutes
120 minutes
Creative aspects of a collector
Phone recovery
120 minutes
120 minutes
Early attrition : 10% - 15% Operational attrition: 5%
Graduation Rate: 90% Nesting: 75% - 85%
Workshop duration= 12 Hrs.
Customer Service Training
The role of a Customer Service Executive
Call Management
120 minutes
120 minutes
Handling Difficult Customers
People First
120 minutes
120 minutes
Effective Communication Techniques
Emotion Management
120 minutes
120 minutes
Early Attrition: 10% - 15% Operational Attrition: 5%
Graduation Rate: 88.7% Nesting: 75% - 85%
Workshop Duration= 12 Hrs.
Quality and continuous
Improvement
QA Model - CX
Customer experience
Issued Quality
Perceived Quality
CX ANALYSIS - Quality Model - AI
Quality Model - AI
INFORMATION SECURITY
PROTOCOLS
TAG
PROCESSES
BUSINESS
CUSTOMER VOICE
Automated Quality - CX
Medium
Product
Practice real scenarios with NI
Generate improvement statistics
Certify pass to Floor
Graduation rate Curve Rotation
Certifier / AI
Monthly results presentation
Generate voice customer / CX report
Define monitoring sample
QA Manager
Perceived Quality
Service quality report generation
Service quality
Evaluate calls
Send alerts
QA / AI
Report EC behaviors
Generate process-level analysis
CX NPS CSAT FCR CES
Evaluate calls
CX Analytics
Issued Quality
Speech
Trend detection
Transcribe calls
Data creation
Data Governance Reporting - MIS&BI
Data Upload Information
Extraction of CRM, IVR, and ACD databases (internal developments, Avaya, Oracle, Sprinklr, Genesys, Genesys Cloud, Five9) via ETL and loading processes.
Transformation
Sync of the Pentafon data warehouse allows us to categorize different sources and generate information cubes.
Dashboards
Reports
Through automatic tasks and queries, report or dashboard updates are generated that depend on processes and tools rather than people.
We have BI dashboards for dynamic KPI management.
Advantages:
100%
of effectiveness in:
AI for QA
Assessment accuracy
Objective scoring
Monitoring results analysis for action plans
Call processing
Agile quality guide setup
5 days calibrating with operational area
25% sample
Automatic reporting
AI Certification
On - the - Job Training
Once the training process is completed, the executives are handed over to the immersion coordinator, who during the defined period will validate the profile, knowledge, and operational performance of the executive.
PHASE 01
PHASE 04
PHASE 06
PHASE 02
PHASE 03
PHASE 05
PHASE 07
Group delivery
Performance
Meet your team
Performance Monitoring
Graduation
Culture
Absenteeism monitoring
Preventive activities
Culture
Rotation
Certifications
Certification PCI DSS
Certifications
ISO 9001: 2015
ISO/IEC 27001:2013
ISO 18295-1:2017
IT Governance
& Policy Review
PCI-DSS Level 1, Version 4.0
Compliance Level
0%
More than 6 million
Security incidents 2024
1 to 6 million
Annual transactions
20,000 to 1 million
Less than 20,000
Mandatory
External audit requirement
Internal audit
Not mandatory
Mandatory
Penetration testing
Optional
Not required
Mandatory
Vulnerability quarterly
Optional
Benefits
Not required
Security Ecosystem
Information Security
Operations Security
Physical Security
Human Resources
Business Continuity
Redundant architecture (voice and data)
Benefits:
wwww.pentafon.com
Redundant electrical infrastructure
Certified data center
99.97%
Telecommunications
Horizontal and vertical cabling, redundant access, cabinets, access room, and documentation.
Availability 2024
Architecture
Construction type, materials, roof, floors, and rooms.
Electrical system
Electrical redundancy, UPS topology, physical grounds, generators, and batteries.
Mechanical system
Air conditioning, piping, drainage, fire detection, and liquid detection.
Benefits
wwww.pentafon.com
Work Force
Management
Work Force Management Model
Forecast
Advantages
WFM: Integrations with various call history platforms. Connection with HR for agent lists. Staffing: Internal automated developments. Experience in different businesses, timeframes, growths of up to 300%.
Planning
Scheduling
Objective
Real-time management
Schedule income and training 120 days in advance, ensuring the necessary staff is available, with weekly meetings to adjust the number of recruits per recruitment.
WFM
Recruitment
Training
Operations
Certification
Staffing
Work Force Management - Outbound
03. Scheduling
02. Planning
01. Forecast
Note:The sizing exercises for inbound and outbound cells and channels will be aligned according to the indicators required in the RFP
Governance
Model
Governance Model
Ensuring satisfaction indicators
Interlocutors
Type
Frequency
Client Services Area
Contents
Operational
Weekly
Tactical
Monthly
Strategic
Quarterly
Partnership
Semiannual
Team Pentafon
Team Pentafon
Antonio Fajer President
Filiberto Mondragon Executive Director Mex
Omar Castro Executive Director Global Business
Jesús Bermejo CINO
Ingrid Gomiciaga CFO
Rolando Blanco HR Director
Edmundo Olguín IT Director
Irasema Sánchez Operations Director
Omar Jiménez Continuous Improvement Director
Joel García Operations Director
Salvador Rodríguez Subdirector of Command Center
Emmanuel Moran Operations Director
Operations
13
Operational Team
Pentafon proposes the following structure to ensure proper service management.
Resources
Shared
Dedicated
Support Areas
Operations Director
Reporting (MIS & BI)
Innovation and Development
Dialing
Operations Manager
Information Security
Real Time
WFM
Operations Coordinator
Recruitment
Training
Technical Support
Quality
Operations Supervisor
Training
Database Custodian
Implementation
Facilities
Agents
Performance Management Practices
Leadership
Customer Focus
Get to know your team, outline feedback methodology
Document specific progress in a weekly, monthly and quarterly basis
Step 1
Step 8
Industry specific onboarding, understanding type of users, clients
Presenting Information
Industry insights, customer behaviors, interaction’s analysis accross the board
Critical Thinking
Step 2
Step 7
PERFORMANCE IMPROVEMENT PROCESS
Step 3
Step 6
Innovation introduction. Is your team aware of today’s tech?
Reward and recognize the good performance
Step 5
Step 4
Managing Resources
Expectation settings, eliminate ambiguity and promote ownership
Identify performance gaps and reinforce all resources available
Teamwork
Communication
Quality and continuous
Improvement
QA Model - CX
Customer experience
Issued Quality
Perceived Quality
CX ANALYSIS - Quality Model - AI
Quality Model - AI
INFORMATION SECURITY
CUSTOMER VOICE
PROTOCOLS
TAG
PROCESSES
BUSINESS
Automated Quality - CX
Medium
Product
Practice real scenarios with NI
Generate improvement statistics
Certify pass to Floor
Graduation rate Curve Rotation
Certifier / AI
Monthly results presentation
Generate voice customer / CX report
Define monitoring sample
QA Manager
Perceived Quality
Service quality report generation
Service quality
Evaluate calls
Send alerts
QA / AI
Report EC behaviors
Generate process-level analysis
CX NPS CSAT FCR CES
Evaluate calls
CX Analytics
Issued Quality
Speech
Trend detection
Transcribe calls
Data creation
Data Governance Reporting - MIS&BI
Data Upload Information
Extraction of CRM, IVR, and ACD databases (internal developments, Avaya, Oracle, Sprinklr, Genesys, Genesys Cloud, Five9) via ETL and loading processes.
Transformation
Sync of the Pentafon data warehouse allows us to categorize different sources and generate information cubes.
Dashboards
Reports
Through automatic tasks and queries, report or dashboard updates are generated that depend on processes and tools rather than people.
We have BI dashboards for dynamic KPI management.
Advantages:
100%
of effectiveness in:
Innovation
Offer with innovation
Pentafon offers all the tools with Generative Artificial Intelligence that enable operational efficiencies as well as minimize errors in information handling.
WFM
Attraction and Selection
Training
Operations
Quality
Reporting & Analytics
+MONITORING
+SIMULATOR
+INTERVIEWER
+AGENT ASSIST
+VOICEBOT
+CERTIFIER
+CHATBOT
+IVR GENERATIVO
Voicebot
Generative
Generative Voicebot
Tool that uses generative AI, capable of maintaining natural and fluid conversations with users through voice.
Features
Benefits
Simulator
Simulator
Virtual environment where agents can practice skills in a realistic and personalized scenario, receiving instant feedback tailored to performance.
Features
Benefits
Agent Assist
Agent Assist
AI Assistant for quick and reliable information delivery to agents
Features
Benefits
Chatbot
Chatbot
Simulate a conversation with a human user, using artificial intelligence and natural language processing. They can answer questions, provide information, and perform tasks automatically.
Features
Benefits
Case Studies & Awards
Success Case
A bank implemented early-stage collections through a generative AI-powered voicebot, which had previously been handled using traditional methods involving human agents and SMS messages.
Results
30%
Cost reduction.
+100K
Managed accounts per day
Place ranked in collections strategy
1st
The Voice of Our Client
"The generative voicebot made it possible to manage the collection effort more efficiently, enabling a quick tour of the base and improving the cost per peso recovered."
Transforming Retention into Sales: Innovative solutions that drive value
About the client
Challenges:
One of the top 5 insurance and financial services company headquartered in France, offering life, health, property, and casualty insurance, as well as investment and asset management solutions. Operations in 51 countries.
Implementation phases
Phase 3 Revenue recovery and strategic business model transformation
Phase 1 Design of the agent retention and specialization career path
Phase 2 Improving the retention strategy
Core elements of the strategy
Customer cancellation insights
Results
CX optimization
Agent enablement and skills development
Active revenue recovery
The implemented strategy for this client was focused in securing revenue more than in avoiding cancellations.
CX & EX Awards 2025
Best Digital Transformation Strategy
Best Talent Management Strategy
Una empresa del sector financiero buscaba reforzar la protección de datos sensibles de sus clientes.
Una empresa del sector financiero buscaba reforzar la protección de datos sensibles de sus clientes.
Recruitment process model as a key for operational excellence, delivery and success
Second largest bank in Mexico data protection.
Resultados obtenidos
Resultados obtenidos
Results
Results
40%
100%
40%
100%
40%
100%
5 days to -48 Hrs
25%
Reducción intentos de fraude
Cumplimiento en auditorías de seguridad
Reducción intentos de fraude
Cumplimiento en auditorías de seguridad
Compliance with security audits
Efficiency in candidate selection
Reduction in fraud attempts
Time-to-hire
35%
60%
35%
60%
60%
35%
15%
40%
Mejora en la confianza del cliente.
Mejora en la confianza del cliente.
Reduction in incident response time
Retention rate after 6 months
Improved customer trust, reflected in surveys.
The incidence of fraudulent transactions was reduced
Tiempo de respuesta ante incidentes
Tiempo de respuesta ante incidentes
Best Sales and Omnichannel Strategy
Best Customer Experience Strategy
Una empresa del sector financiero buscaba reforzar la protección de datos sensibles de sus clientes.
Una empresa del sector financiero buscaba reforzar la protección de datos sensibles de sus clientes.
First place in retention and cross-selling scores for 6th largest insurance company in Europe
Flawless customer experience journey knowledge transfer.
Resultados obtenidos
Resultados obtenidos
Results
Results
40%
100%
30%
20%
40%
100%
91%
40%
Reducción intentos de fraude
Cumplimiento en auditorías de seguridad
Reduction in operational costs
Higher scores in customer satisfaction surveys
Reducción intentos de fraude
Cumplimiento en auditorías de seguridad
Increase in cross-selling sales
Customer retention, reducing the cancellation rate by 50%
35%
60%
25%
35%
60%
Recognized with the Gold Medal at the National Awards by the IMT.
95%
48 Hrs to 2 Hrs
Mejora en la confianza del cliente.
Increase in customer loyalty and retention
Tiempo de respuesta ante incidentes
Mejora en la confianza del cliente.
In customer satisfaction
Response time
Tiempo de respuesta ante incidentes
Why Pentafon?
Why choose us?
Benefits that make a difference:
Pentafon
Facilities
Proposed Facilities
Pentafon HQ-Thiers
Meeting rooms
Controlled access
Security arches
Main access
Infirmary
Operational area
Operational area
Training rooms
Common Areas
Additionally, our resting areas are designed to promote team well-being, ensuring the satisfaction of both our clients and the agents who are part of this ecosystem.
Rest Area
Dining Room
Common Areas
Play Area
Parking
Elevators
Lockers
Emergency Staircase
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