Based on its recent analysis of the contact center outsourcing services market, Frost & Sullivan recognizes VN Global (VN) with the 2014 Argentinean Frost & Sullivan Award for Growth Excellence Leadership. VN's year-on-year revenue growth rate of 61 percent in local currency (34 percent in US dollars) improved its market share position from the 10th place in 2012 to 7th place in 2013, even as the industry was experiencing negative growth. This success is a testament to VN's entrepreneurial spirit, growth vision, highly skilled employees, close relations with clients, operational flexibility, and company values.
VN has decided to specialize in the provision of outsourced processes and services to the corporate sector, with focus on credit and collection, telemarketing, customer Service and the banking and telecom industry verticals. Although several companies are competing in those segments, VN differentiates itself with its soft skills. The company is also striving to provide an end-to-end service portfolio that encompasses client acquisition, telemarketing, customer care, collection, and back office functions.
VN's value proposition for the local market involves a mix of both hard and soft skills, including customization, competitive pricing, and fast decision making. VN is keenly aware of the need to establish long-standing partnerships with clients and to this end, it ensures daily interactions with customers and offers fully dedicated teams for each account.
"VN's management is not content with mere company expansion; it seeks to focus on company development, which covers aspects such as company maturity, vertical segment diversity, and product segment diversification," noted Frost & Sullivan Industry Manager, Juan Manuel González.
Originally a collection agency, the company began diversification in 2006. Its leadership team enlarged the company's portfolio and added ‘early' collection services, setting the stage for later developments. In 2008, VN gradually incorporated contact center services into its core business, which allowed the company to emerge as a new provider of outsourced customer care and sales services in Argentina. While VN's development strategies have been organic so far, it is considering inorganic growth opportunities in foreign markets such as Colombia.
VN won its breakthrough deal in diversification in 2010, when the Hipotecario Bank from Argentina outsourced not only its collection services to VN but also its customer service- related requests. Later, Telmex, one of the biggest carriers in Latin America, outsourced its technical support and customer services needs in Argentina in addition to early collection services. Most recently, in 2013, VN won an important customer service contract with Telefonica in Argentina on the strength of its competitive pricing, alignment with customer operations performance center (COPC)-oriented processes, a skillful team, operational metrics, and a focus on soft skills.
"Meanwhile, VN is continually looking for ways to enhance several internal processes," noted Juan Manuel Gonzalez. "Its qualitative changes comprise improvement of its operations by hiring the services of a specialized consultant for contact center procedures, enlargement and strengthening its management team, and upgrading all of its information technology (IT) infrastructure and systems."
In recognition of these efforts toward overall development, VN Global has been chosen as the worthy recipient of the 2014 Frost & Sullivan Growth Excellence Leadership Award in the Argentinean contact center outsourcing services market.
Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in growth and customer value. It recognizes the superiority of the product/service as well as the overall customer, purchase, ownership and service experience offered, which has resulted in the recipient company seeing above-market growth and increased share of wallet. The award lauds the growth, diversification and sustainability strategies of the company.
Frost & Sullivan Best Practices awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research to identify best practices in the industry.
About VN Global
VN GLOBAL is a specialist in Customer Care, Collections, Telemarketing, Help Desk and Back Office. With over 20 years of experience in the design and implementation of outsourcing methodologies and presence in Argentina, Uruguay y Paraguay, VN Global supports the growth of its clients with teams specialized in areas such as technological support that allows to administer large volume of accounts and quality management systems certified under the ISO 9001/2008 standard and working with COPC methodology.
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