How Almacontact reduced its fraud losses to 0% thanks to Nukke
Summary of the interview with Lina María Córdoba, Training and Quality Manager of Almacontact, following up on their operations in 2021.
Almacontact is a Contact Center and BPO company of the Italian group Almaviva IT, a leader in the management of Contact Center activities and technological innovation. Its mission is to offer solutions for the efficient, flexible, and effective management of customer service processes, from planning to operational processes, using innovative technologies capable of guaranteeing excellence in the customer experience.
With more than 1,500 collaborators in its offices in Bogotá and Medellín, and in operation since 2015, it serves an important portfolio of companies from the United States, Europe, and Latin America, providing services based on its own technology focused on people, within a multi-channel customer experience strategy.
On this occasion we spoke with Lina María Córdoba, Training and Quality Manager, about the challenges they have faced and how Nukke has accompanied them in the process.
In this sector the challenges are innumerable, from coordinating an entire cross-functional team to protecting and monitoring the devices used on a daily basis. These challenges take on greater magnitude in the current context of global pandemic and telework. We also spoke with Wilffin Valdés, General Manager of Almacontact, about how Nukke has helped them cope with and overcome these adversities.
What were the main challenges you faced, both in operational processes and in team management?
At Almacontact we needed to monitor and control the productive time of our agents. In addition, we faced a significant gap in terms of fraud, where we required an optimal mechanism to audit and detect any type of mishandling of transactional information in our more than 500 operational agents.
Added to this was the change caused by the pandemic by moving our operations to the home work scheme (Home Office), which widened the gaps by requiring remote control and monitoring of the efficiency, productivity, and security of all our operations.
What changes did the arrival of Nukke’s services in your environments allow to implement?
When Nukke arrives and provides its solutions, the monitoring capacity that supervisors can do is expanded, with the information delivered by the dashboards: how to determine, report or monitor online the productive time of their agents and take timely actions based on it.
And what results did you obtain with the incorporation of these solutions?
In terms of security, the strength of having a tool that immediately alerts attempts to carry out transactions with sensitive data, already monitored by anti-fraud, which informs the agent and reports to supervisors for its control; this has guaranteed, since the implementation of Nukke, a 0% of financial losses registered due to fraud in all its operations.
In 3 key points, how would you summarize the main results obtained?
- Visibility and complete control of the productive time of our agents.
- 0% reduction in the generation of fraud in operations.
- Implementation of successful audits of our operations with new clients.
It is a pleasure to work with the Almacontact team and see firsthand how the work we do together has evolved to optimize their processes and operations, leading them to successful results.
If you want to know more about the solutions that Nukke offers to companies in different sectors, and how it can provide effective solutions to their problems and challenges, discover more here.
