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Canadian, Caribbean and Mexican State-of-the-Art Contact Centers

FRIENDLY PEOPLE, POLITE BY HABIT

Unlike most contact centres, we serve your customers from the friendly cities close to home, where excellent service is simply a way of life.

Advantage Communications has contact centres in Canada -Prince Edward Island and Nova Scotia,  Jamaica - Kingston & Portmore, and in Mexico - Tijuana.

Our Canadian, Caribbean and Mexican contact centers deliver industry-high standards in customer service with 100% budget adherence, and we maintain Net Promoter Scores (NPS) greater than 45+ points across the board!

The long-standing relationships we have with decision-makers on the ground at these locations, have made it possible to build, scale and onboard successfully in record-time in each market.

With no more than five-hours travel time between our Canadian, Jamaican and Mexican contact centers, our Senior Leadership Team and major shareholders attend town halls, celebrations, kick-offs and other important employee touch points. This constant team engagement ensures continuous knowledge transfer and endorsement of corporate values, and ensures quality of service and operations are consistently maintained across the company.

“The culture of the regions we operate in, is one of the main reasons we have been able to successfully extend our reputation for excellence in customer service from Atlantic Canada to the Caribbean and Mexico.”

- Melissa Gilbertson, Chief Operating Officer

JAMAICA CONTACT CENTER

Our Kingston and Portmore locations bring together agents with extensive contact center experience. Our call center workforce is highly-educated, English speaking, friendly and outgoing. As we expand in the Caribbean and Central America, we are committed to continuing our reputation for creating meaningful jobs and to becoming a best-in-class employer in the region.

  • Modern, state-of-the-art, scalable call-center facility in the heart of Kingston’s business district.
  • Neutral, native English accent.
  • Highly educated and experienced workforce.
  • Work ethic and productivity is proven to be superior to other nearshore and offshore locations.
  • Strong negotiation and problem-solving skills which translates into higher debt collection rates, lower error/rework rates, and first-contact resolution.
  • Capacity and resources available for immediate engagement.

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CANADA CONTACT CENTER

Our first contact center opened in Eastern Canada in 1996. Canadian agents and support teams operate from our headquarters in Charlottetown, Prince Edward Island and Amherst, Nova Scotia.

Known for east coast hospitality and Atlantic Canada friendliness, the area provides an engaged and experienced workforce with a wide range of skills, from help desk, customer service, technical support and financial services.
  • A resource of in-house subject-matter experts and tenured agents, 15% of staff have more than 10 years experience.
  • English, French, Spanish, Punjabi and Mandarin language services.
  • The number of Prince Edward Islanders with a mother tongue that is not English or French is up almost 60 per cent since the 2011 census, a rate of growth close to four times the national rate, adding linguistic and cultural diversity to the region.
  • Local shareholders and senior leadership with in-depth experience and expertise in Business Process Outsourcing (BPO).
  • Relationship-driven teams ensuring positive client experiences with the average client partnership lasting longer than seven years.
  • Scalable workforce able to adapt as your business grows and changes.

MEXICO CONTACT CENTER

Our proximity to the Tijuana/San Diego International Border not only provides us with a high percentage of bicultural and bilingual personnel, but also gives our agents critical knowledge and understanding of the US geography, culture and lingo.

  • 100% bilingual agents - English and Hispanic.
  • Highly educated workforce.
  • State-of-the-art, modern call center ready to scale on the outskirts of busy Tijuana.
  • Full range of inbound and outbound services, customizable for each client with experience across numerous industries.

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Contact Center AI eBook

KEEPING UP WITH CHANGING CUSTOMER NEEDS?

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Book a Call Center Discovery Session

We take pride in providing our clients with the ultimate call center customer experience solutions that best fit their specific needs. We want to hear about the issues you're currently experiencing with your current customer service program, so we can work together, to create and customize your very own call center solution.

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What We Believe

Advantage Communications is “PoweringUp”… to challenge the conventional contact center industry. We're bringing people, passion, and technology together, in completely innovative, scalable and customizable ways to help businesses, like yours, grow.

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People & Culture

We have a passion to put people first. Our business is built on technology but people are at the center of what we do. Advantage Communications is an equal opportunity employer, and we believe that diversity brings enriched experiences and ultimately client success.

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How to Improve First Call Resolution for Improved Customer Service

The chances are good that you’re investing in marketing and advertising efforts to bring customers through your doors, but are you putting the same effort into improving your customer service program?

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PowerUp your Contact Center to new levels of customer service excellence with Advantage Communications.
 
HEAD OFFICE
265 Brackley Point Road
Charlottetown, PEI, C1E 2A3, Canada

© 2020 ADVANTAGE COMMUNICATIONS INC. | Diversity and Inclusion Vision