Notes From Guatemala
Convivio Navideño: A Heartfelt Thank You
Following is a thank you letter the management at Prialto and BPO Innovations received from its employees in Guatemala.
To the management team at Prialto and BPO Innovations:
Last Saturday we celebrated our “Convivio Navideño” in our own Guatemalan way. The gathering has evolved through the years. It was originally a more meaningful time; a time to gather workmates for a moment and think about the true meaning of Christmas and enjoy a tamal and some fruit punch (a bit different from what you have in the States). Now, it has turned into loud parties, or just a BBQ, brews, and gift exchanges.
Our “Convivio Navideño” this year, however, was different. The party was still loud (and fun!), tamal and fruit punch were quite good. The difference is that Alexis* sent a message of the true meaning of Christmas - that it is a time for appreciation and gratitude.
I want to thank you, not only for the gift that you’ve given us but for remembering that there’s a person behind the phone, for making this call center unique from the others in this country. All of us have worked at call centers before, and yet this is the first time we don’t feel like a number, and that means a lot to us.
Have a very Merry Christmas!!
Eddie
*Alexis Rivas is the CEO of BPO Innovations in Guatemala
My Startup Story
A few years ago, I started thinking about owning a business and began envisioning what an ideal company should be. I knew it had to be in-line with my goal of establishing a business locally while doing business internationally. Defining an ideal company turned out to be a process, a concept that evolved during my journey through my early career after college, and through MBA school.
Work life began in Guatemala’s city hall, where I started as a systems technician and quickly worked my way up to higher and more demanding positions. After city hall, I found a position in the call center industry. I liked the idea of a business that had both local and international exposure and after some time, decided that this was the business I wanted to be in. However, there was an aspect of the industry that I was not enthused about and knew I would not adopt - the highly structured and rigid environment where employees perform the same job day in and day out. I continued to work in the industry learning the business, and after receiving my MBA, made the move to start my company, BPO Innovations.
BPO Innovations is the realization of what I consider to be my ideal company. It is a company where only the best people are hired; where everyone is treated with respect and empowered to think independently but urged to work as a team; where each person is encouraged to voice out their opinion on all aspects of the company, from better business practices to improved ways to service our clients. It is a company where trust, camaraderie, and humility are fostered and where personal and professional growth is part of everyone’s goal. My employees receive on-going training to enhance their skills and to enable them to perform work that is varied and stimulating.
BPO Innovations is also a fulfillment of my intention of providing jobs to Guatemalans, as well as working with companies internationally. We are continuing to grow and are now in partnership with Prialto, who shares my vision of an ideal company and who works collaboratively to provide quality personal assistance and business process outsourcing to professionals and companies in the United States.
Alexis Rivas is the CEO of BPO Innovations, Guatemala (A Prialto Strategic Partner)
A time manager’s story
Setting a good example for my 10-year-old daughter is the guiding principle in my life. In my endeavors, personal or business, private or public, I try to think of doing things that would make my daughter proud. My home is open to friends who come to seek advice, or to just hang out, watch movies, or listen to music. I lead a simple and uncomplicated life.
Work is an extension of home life, where I strive to do my best and create an atmosphere of camaraderie with my coworkers.
Satisfaction at work comes from satisfied members. Although I see it as just doing my job, when a member calls to let me know that I’ve done exceptional work for him or her, it does make my day.
One of the kudos that I received was from a new member. The request was a recommendation for a dental clinic at a specific location, a clinic that uses nitrous and accepts his dental insurance. Within a few minutes, with the help of another time manager, I was able to zero in on a clinic that satisfied all three requirements, provided the member with detailed information on metered parking and location of parking garages (along with their rates), and convinced the receptionist to book the appointment. I say “convince” because I was told that they would not accept appointments for new patients without prior submission of some personal and clinical information. I promised the receptionist that I would give her the information before the member’s appointment, and took it upon myself to contact the member to a) confirm that the date and time were suitable and b) gather all the information and submit them to the receptionist prior to the appointment.
What made the completed task impressive to this particular member was not just the speed of the execution of his request, but also the adroitness in navigating the turns that I encountered during the process. Seeing the effort that I put in to get him the appointment made this member a believer in our service.
I used to work at a call center where tasks were predictable, and so was the job. Working at Prialto, is different because the work here is varied, engaging, and challenging. We are encouraged to think independently and are provided with on-going training to improve the skills that we already have. For me, what Prialto stands for is Growth + Opportunity.
Eddie Rizzo in one of Prialto’s time managers.