© All rights reserved. Unauthorized use or reproduction is prohibited. ACC, 2024.
- Mission
- To offer our clients Contact Center and BPO solutions customization to their needs, with high standards of quality, leadership , technology and biosecurity.
- Vision
- To be the leading company in BPO and Contact Center sector with, supported by a reliable team of people that makes ACC the best place to work.
- Values
- Our Values are centered on four main verticals, which are: Attitude, Commitment and Quality.
Our history
We are a team of highly capable, passionate, and committed professionals dedicated to providing contact center solutions to our clients, tailored to their needs. We are focused on the search for innovative tools that allow us to enhance customer satisfaction.
-
2023
- Exportation of Contact Center services.
- Implementation of artificial intelligence.
-
2022
- Exploitation of Speech and Text Analytics along with BI methodology and software.
- Digital workforce with RPA technology.
- Implementation of Bots (chat, video, broadcast) for websites and IVR.
-
2020-2021
- Incorporation of new work modalities.
- ISO 9001-2015 Recertification.
- Birth of a strategic area - Business Intelligence.
-
2017-2019
- ISO 9001-2015 Recertification.
- OSHAS 18001-2007 Recertification.
- Transformation of Organizational Culture from Hierarchy to Networkarchy.
-
2011-2014
- Recognition from IESS for higher contributions and timely employer compliance.
- ISO 9001-2008 Recertification.
-
2003-2010
- Introduction of national campaigns and initiation of operations in Quito.
- Growth of operations and installed capacity at GYE and UIO sites.
-
2000-2002
- Commencement of operations in Guayaquil for clients in the USA, Spain, and Ecuador.
- First Certifications under COPC CSP Standard.
Distinguishing aspects
grow with us
Operational
Providing a unique professional experience for both our clients and our company.
Human talent management
Work environment + qualified personnel + commitment = exceptional agents.
Quality and trainingn
Discovery of improvement opportunities. Identifying training needs and driving continuous improvement.
Technology
Custom developments tailored to your needs, a dedicated team committed to exploring new tools.
Wirearchy culture
Transformation of our organizational culture, achieving high-performance relationships.
Policy and objectives of the
integrated management
system
The integrated Quality, Occupational Health and Safety, and Information Security Policy of American Call Center S.A. is aimed at the activities related to the provision of Contact Center services, with a focus on solutions designed for continuous improvement:
To achieve this, the company has competent personnel and appropriate technological infrastructure, maintaining the confidentiality, integrity, and availability of information, and complying with legal and regulatory requirements. This includes timely management of human resources, workplace conditions, and environmental considerations.
Our
values
Attitude
Commitment
Quality
Our
objectives
Maintain a healthy and injury-free work environment.
Create and propose a suitable environment for the development, participation, and training for the optimal performance of all collaborators.
Improve competitiveness and quality in the face of market scenarios.
Maintain technological infrastructure, ensuring proper functioning and continuity of operations.
Prevent information security risks, cybersecurity, and protection of personal data.
Policies and objectives of the
business continuity
management system
This policy establishes a reference framework for the maintenance and improvement of the Business Continuity Management System for American Call Center's operational activities.
The organization's objective is to ensure the continuity of contact center operations during and after any disruption, based on a systematic management approach to identify potential risks and impact analysis. This involves determining strategies and plans that serve as guidelines to address disruptive incidents, thus meeting client contractual requirements, legal, and regulatory obligations.
American Call Center aims to promote a culture of continuous improvement based on feedback, internal audits, and changes in the operational environment to enhance its resilience.
This policy reinforces American Call Center's commitment to business continuity, following the best practices established by the ISO 22301 standard.
Business sectors
Services
Media
Insurance
Banking
Automotive
Real estate
Public sector