Ambergris Solutions' state-of-the art customer contact centers provide a full-range of low-cost, high-quality customer relationship management (CRM) and back office solutions to US-based clients in the utilities, IT, travel & hospitality, telecommunications and financial services industries.
The Ambergris "solution" is a fully integrated multi-channel service that encompasses voice, e-mail, fax and web-based support, and that employs cutting-edge technology via a fully redundant, fiber-optical network. Because of advances in optical networking technology, and because wage rates for university-educated agents are significantly lower in the Philippines than in the US or Canada, Ambergris can offer its clients a unique value proposition: significantly lower CRM-related costs, with significant improvements in service quality. The payoff for Ambergris clients: higher profits and more satisfied customers.
Customer care is the battleground of the new economy. Studies show that companies can increase profits by 100 percent by reducing customer attrition by 5 percent; the price of keeping an existing customer is six to ten times less than the cost of acquiring a new one. Customer care also provides a means of differentiating product and service offerings in increasingly saturated and price-competitive markets. Ambergris' end-to-end customer care solutions offer managers a unique opportunity - the opportunity to improve earnings, avoid or unwind CRM-related capital commitments, and enhance the marketability of goods or services… all in a single stroke.
At Ambergris Solutions, people make the difference. The Ambergris revolution begins with a cadre of passionate, committed and thoughtful customer interaction agents (CIAs) who take the work of caring for customers seriously, and who vie to make every customer interaction a source of measurable competitive advantage for the companies Ambergris serves. The average Ambergris CIA is either a fresh graduate from a top Philippine university, or a recent graduate with 1-2 years of work experience. All of Ambergris' employee-partners are highly-motivated, career-oriented achievers who are either committed to careers in the call center industry, or who view call center work as a stepping stone on the path to careers as managers or entrepreneurs. Their energy, talent and drive are at the heart of the Ambergris revolution.
The partnership between Ambergris and its CIAs is genuine and unique: the CIAs pour their hearts and souls into every customer interaction; Ambergris makes sizeable investments to develop their talents and careers. At Ambergris, every CIA is a management trainee. Ambergris' proprietary Baleen performance management system delivers statistics on key performance indicators directly to agent desktops in real time. The result: agents who are empowered to track their own performance metrics, and work in partnership rather than antagonism with supervisors and operations managers.
Ambergris University offers CIAs the opportunity to buttress real world experience with continuing education, not only in the finer points of the call center industry, but in business, entrepreneurship, and even the humanities. The Ambergris management programme is based on case materials from MIT and Harvard Business Schools, and is geared toward giving education-minded CIAs a head start on business school, and career minded CIAs a practical, empowering executive education. Because the professors of Ambergris University are drawn from the ranks of the company's managers, directors and even investors, CIAs are afforded unprecedented opportunities to build relationships with senior company personnel. The classroom setting, in turn, gives Ambergris' senior managers additional opportunities to mentor and educate CIAs.
At every level, Ambergris builds partnerships with its employees, and transforms the motion of daily call center work into career and life progress. The result: motivated, empowered and satisfied CIAs, with a passion for excellence, and a commitment to transforming the world of customer care. With the people of Ambergris on the job, every customer interaction becomes a source of measurable competitive advantage and a boon to the bottom line.
Customer care is mission-critical work. Ambergris Solutions has assembled one of the deepest and most widely experienced leadership teams in the offshore outsourcing space. Whereas other Philippine-based service providers base top executives in the United States, Ambergris bases its senior executives at ground zero in Manila, so that they can bring their experience to bear on daily operations, and so that they can actively mentor Ambergris' employee-partners at every level.
All of Ambergris' senior executives, at the corporate level as well as on the operational level, boast wide ranging experience, building world-class call centers and outsourcing operations, establishing customer-oriented service cultures in the Philippines, and implementing IT and telecommunications solutions in multinational environments.
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