We warmly welcome you!
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.
Start
Content
1. Overview
2. Attraction & Selection
3. Training
4. Culture
5. Security & Certifications
6. Quality
7. Innovation & AI
8. Why Mexico?
9. Awards
10. Facilities
11. Q&A
Overview
A strong partner
MEXICO
Seats
+3K
10
Centers in Mexico and Latin America
USA
CDMX
- Laguna de Mayrán
- Mariano Escobedo
- Thiers
- Insurgentes
Texas
Certifications
Monterrey
Morelia
ANSI/TIA 942 TIER II
PCI-DSS Version 4 level 1
ISO 9001
SOC2-1
ISO 18295
Global Model CIC2.0
Hermosillo
LATAM
Support Languages
Spanish English
Mission
Venezuela
Perú
To integrate cutting-edge technology with subject matter experts to create a unique point of contact that with world-class certifications, allows our clients to understand and meet their customers’ needs in a secure and efficient manner.
Our DNA
Commitment
Honesty
Quality
years of experience
19+
Respect
Innovation
Satisfaction of our clients
Customer Service Omnichannel Model
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
Business Partners
Insurance
Retail & E-Commerce
Services
Banking & Finance
Technology
Attraction & 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
Recruitment & Selection Model
Job Posting
Pre Screening
Test Levels
Validation
Technical Tests
Integrity Test
Interview
File Creation
We ensure candidate honesty and integrity through specialized psychometric assessments.
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
Attraction and Selection Model
Job Posting
We create the digital file with AI, ready for contracting.
Pre Screening
Validation
Tech Assesment
Integrity
Interview
File
Training Model
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
KirkPatrick Model
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.
Training Model - Products
LMS platform hosting our gamified courses with evaluations, tasks, exercises, and support materials.
PENTA ACADEMY
COURSES
We design specialized, scalable courses to guarantee skill learning and development.
SIMULATOR
Responsive virtual environment (Generative AI), fully customized to help your teams boost performance.
TRAINERS
We have certified trainers ready to develop the skills your employees need.
ON-THE-JOB TRAINING
Continuous Training Program aimed at creating talent pipelines, strengthening participant competencies and developing strategic value skills.
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
Client Simulator
Results
16%
Reduction in AHT
4x
Reduction in operational errors
72hrs
of implementation
www.pentafon.com
Culture
Culture programs
Recognition
Communication
- Support for our new operational and administrative hires
- Line to resolve questions for all employees
- 360 Surveys
- Excelent performance reward
- Outstanding team work and innovation recognition.
Culture
Development
- Continuous Training
- Career Plan
- Skills Development
- Teamwork dynamics
- Well-being of our Pentafoners
- Commitment to the Global Compact and a sustainable future
- Exclusive agreements and promotions
- Inclusive work environment
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
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
Innovation & AI
Innovation
Pentafon delivers advanced Generative AI–powered solutions that optimize operational performance, streamline workflows, and minimize risks associated with information handling.
WFM
Attraction and Selection
Training
Operations
Quality
Reporting & Analytics
+MONITORING
+SIMULATOR
+INTERVIEWER
+AGENT ASSIST
+VOICEBOT
+CERTIFIER
+CHATBOT
+GENERATIVE IVR
Compliance &
Security Certifications
Certification PCI DSS
Certifications
ISO 9001: 2015
ISO/IEC 27001:2013
ISO 18295-1:2017
Certified data center
99.97%
Telecommunications
Horizontal and vertical cabling, redundant access, cabinets, access room, and documentation.
Availability
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
Why Mexico?
Mexico Geographic proximity
UNITED STATES OF AMERICA
Hours
Pacific Time
Mountain Time
Mexico
Central Time
- daily flights approximately
Eastern Time
700+
Source: timetemperature.com, simpleflying.com
Labor Pool
MEXICO CITY
MEXICO
Million population
130
Million population
9.2
211.9 millionpopulation
4.8
60
Million available labor force
Million available labor force
130.8 million population
Million english speakers
15
Million english speakers
1.3
52.8 million population
11.4 million population
18.4 million population
15 million
10.7 million
1.2 million
7 million
1 million
32.8K
406K
High school graduates per year
High school graduates per year
Mexico has the largest labor pool with the highest concentration of English speakers in the region
Awards
Facilities
Pentafon Insurgentes
Pentafon Thiers HQ
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
Siguiente
Mexico is just 2-hours max time difference from most U.S. cities.
Cloud Tech Gurus PPT
Isabel
Created on October 21, 2025
Start designing with a free template
Discover more than 1500 professional designs like these:
View
Smart Presentation
View
Practical Presentation
View
Essential Presentation
View
Akihabara Presentation
View
Pastel Color Presentation
View
Winter Presentation
View
Hanukkah Presentation
Explore all templates
Transcript
We warmly welcome you!
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.
Start
Content
1. Overview
2. Attraction & Selection
3. Training
4. Culture
5. Security & Certifications
6. Quality
7. Innovation & AI
8. Why Mexico?
9. Awards
10. Facilities
11. Q&A
Overview
A strong partner
MEXICO
Seats
+3K
10
Centers in Mexico and Latin America
USA
CDMX
Texas
Certifications
Monterrey
Morelia
ANSI/TIA 942 TIER II
PCI-DSS Version 4 level 1
ISO 9001
SOC2-1
ISO 18295
Global Model CIC2.0
Hermosillo
LATAM
Support Languages
Spanish English
Mission
Venezuela
Perú
To integrate cutting-edge technology with subject matter experts to create a unique point of contact that with world-class certifications, allows our clients to understand and meet their customers’ needs in a secure and efficient manner.
Our DNA
Commitment
Honesty
Quality
years of experience
19+
Respect
Innovation
Satisfaction of our clients
Customer Service Omnichannel Model
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
Business Partners
Insurance
Retail & E-Commerce
Services
Banking & Finance
Technology
Attraction & 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
Recruitment & Selection Model
Job Posting
Pre Screening
Test Levels
Validation
Technical Tests
Integrity Test
Interview
File Creation
We ensure candidate honesty and integrity through specialized psychometric assessments.
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
Attraction and Selection Model
Job Posting
We create the digital file with AI, ready for contracting.
Pre Screening
Validation
Tech Assesment
Integrity
Interview
File
Training Model
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
KirkPatrick Model
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.
Training Model - Products
LMS platform hosting our gamified courses with evaluations, tasks, exercises, and support materials.
PENTA ACADEMY
COURSES
We design specialized, scalable courses to guarantee skill learning and development.
SIMULATOR
Responsive virtual environment (Generative AI), fully customized to help your teams boost performance.
TRAINERS
We have certified trainers ready to develop the skills your employees need.
ON-THE-JOB TRAINING
Continuous Training Program aimed at creating talent pipelines, strengthening participant competencies and developing strategic value skills.
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
Client Simulator
Results
16%
Reduction in AHT
4x
Reduction in operational errors
72hrs
of implementation
www.pentafon.com
Culture
Culture programs
Recognition
Communication
Culture
Development
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
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
Innovation & AI
Innovation
Pentafon delivers advanced Generative AI–powered solutions that optimize operational performance, streamline workflows, and minimize risks associated with information handling.
WFM
Attraction and Selection
Training
Operations
Quality
Reporting & Analytics
+MONITORING
+SIMULATOR
+INTERVIEWER
+AGENT ASSIST
+VOICEBOT
+CERTIFIER
+CHATBOT
+GENERATIVE IVR
Compliance &
Security Certifications
Certification PCI DSS
Certifications
ISO 9001: 2015
ISO/IEC 27001:2013
ISO 18295-1:2017
Certified data center
99.97%
Telecommunications
Horizontal and vertical cabling, redundant access, cabinets, access room, and documentation.
Availability
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
Why Mexico?
Mexico Geographic proximity
UNITED STATES OF AMERICA
Hours
Pacific Time
Mountain Time
Mexico
Central Time
Eastern Time
700+
Source: timetemperature.com, simpleflying.com
Labor Pool
MEXICO CITY
MEXICO
Million population
130
Million population
9.2
211.9 millionpopulation
4.8
60
Million available labor force
Million available labor force
130.8 million population
Million english speakers
15
Million english speakers
1.3
52.8 million population
11.4 million population
18.4 million population
15 million
10.7 million
1.2 million
7 million
1 million
32.8K
406K
High school graduates per year
High school graduates per year
Mexico has the largest labor pool with the highest concentration of English speakers in the region
Awards
Facilities
Pentafon Insurgentes
Pentafon Thiers HQ
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
Siguiente
Mexico is just 2-hours max time difference from most U.S. cities.