Covisian Group launches its operational control center in Lima (Peru), as an endpoint to the Sparta implementation process.
Since last February, when GSS became part of Covisian, the Group has replicated a management model already tested for more than 10 years in Italy, in its operational centers in Peru and Spain. The Group’s operating model is based on Sparta, a proprietary tool created in 2008 and which, given its excellent results in increasing the quality ratios of customer management services, has been extrapolated to each of the countries where Covisian Group has grown.
After the inauguration of the control room of Madrid (Spain), in April 2019, the opening of the control room of Lima will be followed by further implementation in the new locations of the Group, after the recent acquisition of the contact center and BPO operational units of Grupo Avanza.
The Group’s management model is organized so that each region has a control room from where the operational activity of the sites of each of the countries is monitored in real time. The next destination for the control room will be Colombia, following the recent acquisition of Avanza in the country.
Sparta is a proprietary technology and also a management model that prioritizes real-time monitoring, as well as the reliability of the data that is handled in the contact center as it is integrated into one single application, while making possible the homogeneity of our services in all our locations, guaranteeing compliance with the quality standards of Grupo Covisian.
Covisian Group, a fast-growing corporation that has acquired more than 7 companies within 9 years, going from a turnover of 110 million euros in 2010 to an estimated turnover of 330 million euros in 2019, has based its growth on the strength of its management and technology model. The Group is now working on the evolution of Sparta towards artificial intelligence, developing Sparta AI, a technology that allows to align with the advanced business KPIs of customers, such as loyalty, quality, NPS, ARPU, abandonment, etc. The application of Sparta AI in some of the Group’s services has reduced the churn rate by 30%, increased customer satisfaction by 15% and reduced the redial rate by 20%.