The Results

Accedo delivers value and real cost savings under the most experienced and seasoned team of managers in the Nearshore industry.

Our bi-lingual, well-trained and highly motivated customer interaction employees make separate call centers for Spanish speaking customers unnecessary and, at the same time, are closely attuned to the American Culture.

Group of people talking to each other

Competitive Advantage

World Class Delivery

World Class Delivery: Ranked scorecard Global BPO Vendor for Fortune 100 & Private Tech Clients.

Experience In

Experience In: Retail, E-commerce, Telecom, Cable, Mobile, Satellite, Financial Services, Healthcare, CPG & Professional Services.


Technology: Partner with Leading Customer Technology Firms.


Multilingual: 100% English & 100% Spanish


Nearshore: EST/CST Timezones, Cultural Awareness, Proximity to the U.S.

Cost Efficient

Cost Efficient: Our average client saves 50%+ in Service & Operating costs annually.

Scale Fast

Scale Fast: Delivered New 600 agents in 3 months & hit all SLAs in 60 days.

Data Protection

Data Protection: Security & Compliance with U.S. Privacy Data Laws & Regulations.

Group of people talking to each other

Case Study

#1 U.S. Luxury Retail Brand

  • Reduction Handle Time (Sustained)
  • Quality and Analytics
  • Growth CSAT and Tech Resolution Rates

Rapid Ramp for a Tech client

Onboarding 600 agents in 22 days


Problem Statement:

- Spike in client vols due to COVID-19 (online delivery orders up to 500%)

- Staffing issue at other offshore sites - 70% Shrink Levels

Accedo Solution:

- Multi site map plan of 600 agents within 22 Days

- Deployed multi skill agents (Voice, Chat & Back-office) to ensure service levels across LoB's can be managed

- Combination of W@H model and office staff

- Customized WFM and Training Solutions modules to meet client needs


Reduction Handle Time

(Q2, 2020) AHT improvements driven by fast, scale, in-depthQA call analysis; with constant QA and TL feedback & Coaching.

Week 1Week 5


Vector 1

MTD: 474.49



(Q2, 2020) QA improvements driven by in-depthQA customer call sentiment analysis. We understand Fast what our customers concerns are.

Week 1Week 5


Vector 2

MTD: 79.22%


Week 1: Agents were focused on providing the best customer servicer along with proper procedures.

Week 5: We were able to find the balance between correct procedures and customer satisfaction for new hires and tenures agents.

  • AHT Reduction: -14 seconds
  • QA-CSAT Mapping: +7 pts
  • Sales Improvement: +22%