Start
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.
Continue
Content
1. Pentafon Introduction
2. Pentafon's Training Model
3. Governance Model & Operations
4. IT governance & Certiifications
5. Awards
6. Our Facilities
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
Business Partners
Insurance
Services
Banking & Finance
Retail & E-Commerce
4 Pentafon Pilars
Human talent
Technology
Recognized as the best Contact Center and within the Top 5 of the Best Professional Services Companies to work for in Mexico.
Genesys Pulse Genesys Info Mart
Speech & Text Analytics
Infrastructure
Certifications
End-End Operational Framework
SHEIN
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
Pentafon's Training
Training Model
SHEIN
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.
Customer Service Training
SHEIN
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.
On - the - Job Training
SHEIN
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
SHEIN
Results
16%
Reduction in AHT
4x
Reduction in operational errors
72hrs
of implementation
www.pentafon.com
E-learning
SHEIN
www.pentafon.com
Governance
Model
Governance Model
SHEIN
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
Operations
Operational Team
SHEIN
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
SHEIN
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
IT Governance
& Certifications
Certification PCI DSS
SHEIN
PCI-DSS Level 1, Version 4.0
SHEIN
Compliance Level
0%
More than 6 million
Security incidents Since 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
Certifications
SHEIN
ISO 9001: 2015
ISO/IEC 27001:2013
ISO 18295-1:2017
Security Ecosystem
SHEIN
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)
SHEIN
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
SHEIN
SHEIN
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
Awards
Our Facilities
Pentafon Insurgentes Facilities
SHEIN
Pentafon HQ-Thiers
SHEIN
Meeting rooms
Controlled access
Security arches
Main access
Infirmary
Operational area
Operational area
Training rooms
Common Areas
SHEIN
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
Dinning Room
Common Areas
Play Area
Parking
Elevators
Lockers
Emergency Staircase
www.pentafon.com
Client survey
8.8
8.7
8.8
8.8
Quality
NPS - Promoters score
Satisfaction
POC
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Transcript
Start
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.
Continue
Content
1. Pentafon Introduction
2. Pentafon's Training Model
3. Governance Model & Operations
4. IT governance & Certiifications
5. Awards
6. Our Facilities
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
Business Partners
Insurance
Services
Banking & Finance
Retail & E-Commerce
4 Pentafon Pilars
Human talent
Technology
Recognized as the best Contact Center and within the Top 5 of the Best Professional Services Companies to work for in Mexico.
Genesys Pulse Genesys Info Mart
Speech & Text Analytics
Infrastructure
Certifications
End-End Operational Framework
SHEIN
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
Pentafon's Training
Training Model
SHEIN
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.
Customer Service Training
SHEIN
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.
On - the - Job Training
SHEIN
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
SHEIN
Results
16%
Reduction in AHT
4x
Reduction in operational errors
72hrs
of implementation
www.pentafon.com
E-learning
SHEIN
www.pentafon.com
Governance
Model
Governance Model
SHEIN
Ensuring satisfaction indicators
Interlocutors
Type
Frequency
Client Services Area
Contents
Operational
Weekly
Tactical
Monthly
Strategic
Quarterly
Partnership
Semiannual
Operations
Operational Team
SHEIN
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
SHEIN
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
IT Governance
& Certifications
Certification PCI DSS
SHEIN
PCI-DSS Level 1, Version 4.0
SHEIN
Compliance Level
0%
More than 6 million
Security incidents Since 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
Certifications
SHEIN
ISO 9001: 2015
ISO/IEC 27001:2013
ISO 18295-1:2017
Security Ecosystem
SHEIN
Information Security
Operations Security
Physical Security
Human Resources
Business Continuity
Redundant architecture (voice and data)
SHEIN
Benefits:
wwww.pentafon.com
Redundant electrical infrastructure
SHEIN
SHEIN
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
Awards
Our Facilities
Pentafon Insurgentes Facilities
SHEIN
Pentafon HQ-Thiers
SHEIN
Meeting rooms
Controlled access
Security arches
Main access
Infirmary
Operational area
Operational area
Training rooms
Common Areas
SHEIN
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
Dinning Room
Common Areas
Play Area
Parking
Elevators
Lockers
Emergency Staircase
www.pentafon.com
Client survey
8.8
8.7
8.8
8.8
Quality
NPS - Promoters score
Satisfaction
POC