ERC launched a new class of agents and a new partnership in the Dominican Republic. ERC, one of the top international BPO providers of customer experience solutions, is excited to add another client to its long list of customer care partners.

ERC began providing support services for this non-profit’s donors from its San Isidro center. This new team of donor support representatives handles donation calls, as well digital requests helping support its charity foundations.

The non-profit needed a care partner to augment its current staffing, standardize and improve its technology, and help deliver superior quality of care to donors. ERC offers a robust suite of services that is unique and one that can be customized to meet the client’s needs.  ERC’s leadership recognizes that locations matter and the right geographical location can make all the difference during a new client launch.

“It was great to be in San Isidro for the launch and meet the new team. Dominicans are widely recognized as incredibly friendly, outgoing, and solution-oriented, and I was reminded of that during onboarding,” said Steve Manz, SVP, Client Solutions. “Our team believed that our San Isidro site was a perfect partnership for this customer care client.”

For the fifth year in a row, ERC has attained a spot in the prestigious Best Companies to Work for in the Dominican Republic.  ERC took home the highest ranking of any global contact center in the DR.  Each year, Mercado Magazine, a business intelligence publication based in the Dominican Republic, ranks premier organizations in the country. ERC once again out punted the competition.

Many members of ERC’s large team in the DR have either been previous residents, educated in, visited, or have relatives living in the U.S.  Bilingual fluency makes customer engagements in both English and Spanish common.  The new class of representatives embodies the DR culture, bringing a motivated attitude and the right approach ready to elevate the customer experience journey for this newest client added to the roster.

Whether it is voice, text, chat, email, social media, in-app support, ERC’s talented new team members are skilled in working with customers across every interaction.  That also includes around-the-clock support when necessary. Our work at home, technology, and global solutions allows ERC to provide talent days, nights, and weekends if needed.

This non-profit came to ERC with a focus on bringing premier donor experiences. This new class of customer care representatives was hired based on the ability to demonstrate gratitude, emotional intelligence, and communicate effectively and honestly to those on the other end of the line.

“This new class to walk through the doors at ERC breathes enthusiasm and happiness into every customer support interaction,” said Zishan Ahmed, ERC’s Vice President of Operations. “We are excited about this new partnership and opportunities to grow with this new team.”

About ERC Global

ERC Global is an agile, technology-driven company that provides business process outsourcing (BPO) services for Fortune 500 companies. ERC Global leverages the latest innovations in technology while providing extraordinary workforce resources to deliver unparalleled end-to end customer experience solutions, making it a top performer for its clients. ERC Global is a contact center leader, with operating sites in the Dominican Republic, South Africa, Kenya, and the Philippines.

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