Written by Dalgleish Joseph, VP of Operations
Emerge BPO is committed to helping our clients achieve the best results for their end-users. We are unwavering in this goal. But how many customer experience professionals have heard this pitch before, only to arrive at the delivery center to see that it does not measure up? This is why Emerge BPO is excited to have opened a new contact center in the heart of Georgetown, one that is built to empower our agents go the extra mile. By investing in security, ergonomics and location, Emerge BPO is positioned better than ever to help our clients achieve the best outcomes.
When we decided to find a new contact center, the old motto of ‘location, location, location’ couldn’t have been more relevant. This is why we made certain that when we were choosing the right spot to house our expanding operations, we found somewhere that is convenient for both agents and clients. Our new contact center is easily accessible for Emerge BPO team members. Centrally located in Georgetown, it is within walking distance of taxi ranks and public transportation hubs. This makes life easier for our agents, which is crucial in keeping attrition low.
For our clients, the same applies – Emerge BPO’s new contact center is located within a ten-minute drive from all the major hotels in Georgetown. It is less than an hour from Guyana’s international airport. We understand the pain that enterprise executives have with getting in and out of delivery sites in many parts of the world, and our facility is situated to be as efficient as possible to reduce the commuting stress of our clients.
To say that Emerge BPO is proud of our new building would be an understatement. With space over six floors, we can house 300 workstations per level. Sustainability was a big part in our building, which was built with environmentally-friendly materials. When fully operational, our objective is to make certain that it will be 100% energy efficient. This is important to our clients, to our management team, and to the values of our youthful workforce.
Our new facility caters to that youthful workforce. On the ground floor of our new building is a modern food court and a shopping center. In fact, Emerge BPO continues to establish partnerships with many of the businesses and restaurants to secure discounts for our agents. Within our new facility, we have included leisure provisions that include a series of cable TV hubs, free employee WIFI, video games and old school ones – don’t even think of challenging me at ping-pong! To help parents, a full-service daycare will be opened in the coming months. We know that what we are doing to make our employees happy.
And, no discussion around a new contact center would be complete without addressing security. With data protection an enterprise priority, Emerge BPO has invested heavily in this domain. The new site is 100% PCI compliant. All rooms across the contact center can only be accessed using biometric fingerprints – this includes production floors, conference rooms, training facilities and the IT backbone. Motion detectors are fixed around the building and any visitor or employee can expect to be met by a member of our security personnel with a metal detector wand, in order to prevent devices of any sort making their way onto the floor.
As you can tell, Emerge BPO is proud of its new operations. If your organization is looking for a modern operation filled with motivated agents, don’t just take my word for it. Come visit us and see for yourself!