AGR 20 years

Your Trusted & Reliable Partner

AGR GROUP is your trusted and reliable partner in business. We harness the power of technology without ever losing the human touch. Our priority is your growth. I think it should go with the Humanized Call Center picture or Highly Skilled workforce sections.

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AGR’s Track Record

1
Energy related clients
+ 0

This is US based Telco, Home Insurance,Utilities, Cities, municipalities, Solar farms and Solar companies, Energy providers (Direct Energy, Constellation, Vistra, NRG)

2
Total customers served
+ 0 M

Customer interactions

3

Successful MI/MO
+ 0 K

Customers.

4
A robust training program designed specifically to quickly identify and address the core FAQs and problems brought to the attention of the agents.
5
An CX centric business portfolio to further empower our agents to be as professional and as educated as possible to correctly identify and handle all aspects of each customers interactions.

US-Owned & Managed Company

AGR Group ® has grown into one of most capable and diverse contact center operations in the business. To better meet the needs of our partners, the sales and service brands of Executive Energy Management are consolidating under the brand of AGR Group.

Personal commitment to our partners’ success sets us apart from the competition. The unique insights, technical expertise and competitive vantage point led us to develop additional brands to serve clients within specific functions.
Over the last five years or so, Sales Verification Company, Energy Care, All Global Resources and AGR Group all continued to evolve and deepen client relationships.
As we continue to expand our client base to partners outside of energy, we continue to bring all of the expertise and experience offered under the AGR Group brand and executive team.

2020

Engagement Survey Results
Humanized Call Center

Investing in our People With Great Success

Job Satisfation
0 %
Satisfied Employees
Fun at Work
0 %
Employees Love Working Here
Team Work is Valued
0 %
Employees Feel Appreciated
Good Employer
0 %
Employees Like Working for Us

Highly skilled global workforce

At our core – AGR GROUP ® provides efficient and reliable business process outsourcing for companies of all sizes. With offices and team members located In both North and South America, you’ll have access to a highly-skilled and reliable global workforce that meets every need on your list.

Humanized Service

Wow customer care tailored to fit your needs

“AGR GROUP is amazing! The entire team is extremely helpful, and issues are addressed immediately. Not only are we happy but our sales partners enjoy and appreciate the service as well.”

— ELIE HERNANDEZ, LIBERTY POWER

ConEd Letter of Rec

De Letter of Rec

Energy Care Recommendation

Source Power and Gas Ecare recommendation

Tri Eagle Letter

PCI-DSS
Next Gen Global CX Services

AGR provides access to the best talent with the right skill set when you need it most with fully-certified agents dedicated to maximizing customer satisfation, promoting your brand and encouraging repeat buying behavior.

Training – AGR Group

At AGR Group we provide continuous development and skill training opportunities, aiming to create a place that inspires: to learn, to teach, to grow. We provide language workshops program, Americanization training and Fluency mastery Workshops along with industry specific language courses, an e-Institute to enhance our employees’ skills and support their growth as our future leaders, a fully developed program exclusively designed for training initiatives, and we participate in the AGR University for our high-potential executives and leading managers.

Quality Control - Best Practices

KPI's

For decades, organizations have simply used metrics and KPIs to gauge efficiency; such as the number of calls answered, length of call and resolution rates.

Customers

AGR QA Team’s processes focus more on CX as we take a more customer-centric view of the role of metrics and KPIs.

Voice

AGR Group is always searching for ways in which our key indicators can measure the overall performance of our agents; gathering actionable insights that can improve agent performance, while listening carefully to the Voice of the Customer.

PCI DSS

Pci dss @ AGR Group

Every good business leader knows there will always be times when risk-taking is beneficial to your organization. We have all heard the adage, “The Greater the Risk, The Greater the Reward”. However, when it comes to regulatory compliance in AGR, taking risks is never be considered as an option. Adhering to the Payment Card Industry Data Security Standard (PCI DSS) is one of the most important ways to operate your business with integrity.

Together we can make
everything better

2 Global Strategic Regions
(2 Delivery Centers)

Operating out of modern and premium facilities, AGR Group Inc. ® integrates the best infrastructure with exceptional talent to deliver amazing results. We offer adaptive work-from-home capabilities and disaster recovery planning for seamless and dependable service.

Locations:
North America
Latin America
250 Seats – 300+ Employees
Barranquilla - Colombia
300 Seats – 400+ Employees
Las Vegas - NV

Why AGR?

The return of your money is as important to us it is to you.

The AGR difference

The AGR difference is that we are committed to being the solution. After all, it’s not about just making the sale; it’s about getting PAID after the sale. We recognize that a delinquent asset is a wasting asset. Not only are you deprived of your money, but with the passage of time, your likelihood to collect decreases at a rate of 2.5% a week after 60 days past due. Therefore, AGR would like to provide you with WOW CX Services assuring well informed customers, follow up and consistent QC along with professional coaching guaranteeing client satisfaction and ROI.

Customized Service

We are not a one-size-fits-all program. We offer a customized CX and Sales programs tailored to your unique circumstance and needs. From a “firm yet fair” approach because you do not wish to jeopardize a long-standing business relationship to a more aggressive and intense program, the professionals at AGR are there for you.

Global Presence

With Nearshore Locations in South America, along with Centralized US management and offices, AGR provides you the best of both worlds. US Company presence and administration along with operations in Colombia, allows our partners to enjoy amazing cost reductions and a multilingual talent pool without jeopardizing CTA nor Quality.

The AGR Team

Perfected with more than 20 years in the BPO industry, AGR has developed a proprietary system that has a demonstrable impact. Backed with this masterful knowledge and experience, AGR’s persuasiveness is immediate.. Each of our Lead Team has over 10 years of BPO experience that gets our clients PAID. Our vast understanding of the BPO industry and skill is utilized to encourage customers to positive resolution saving you time, money, and resources.

Why 24/7 call answering service matters

Your customers search the Internet for the products and services you provide at all hours. Staffing your own call center, or even a single receptionist, around the clock can be very expensive. With AGR, you get an instant 24/7 answering service to give your callers the support they need. People have many reasons for shopping at odd hours. Maybe they have an urgent need for the goods or services you sell. Maybe they're in another time zone, and it's regular business hours for them. Maybe they're busy and have many responsibilities preventing them from calling you between 8 a.m. and 5 p.m. Whatever the reason, AGR’s 24-hour answering service helps you deliver satisfaction, day or night.

Customizable FAQs

Often, you’ll get phone calls for people wanting to know what areas you service, your prices…. With our call center processes, you can customize your FAQs so our agents can field calls and answer questions accordingly. The more questions we are able to answer, the less calls you must return yourself.

Professional Representation

When it comes to Legal Services, professionalism is key. Your clients need to trust that their case will be taken care of and without professional representation, you can say goodbye to more business. Our agents are all professionally trained and will uphold your standards in the highest regard. After all, your business is our business.

Outbound Calling

When most people think of a utility call center, they think of agents answering inbound calls. While this is true, when you hire AGR, you’re also hiring an OB Call Center that can make outbound calls to suggest seasonal tune-ups to your customers or to follow up about new marketing campaigns!

Why Barranquilla?

Economic and Social Indicators

Connectivity

English Proficiency Levels

Qualified Human Talent

Barranquilla – Safety

Pricing Proposal and Business Model

Greetings!

We have a tailored a scalable pricing offer for your review.

We have included two different scenarios (with and without dialer and telecommunication costs) as per your request.

Both pricing models include all infrastructural needs and expenses with an ALL-IN hourly rate, simplifying budget-control and projections.

With our Outsourcing solution, we have the following:

  • Real-estate/office space, electricity, and other essential resources.
  • Computers, telephones, and other hardware.
  • Software for call management, recording, routing, and CRM and monitoring platforms. * When applicable.
  • Account Management.
  • HR and All support services for your staff.
  • Engagement and Incentives Programs.
  • BC / Recovery plan. UPS, 100% Electric Generator and two last miles, dedicated Internet connections.
  • Training Rooms.
  • And many more!
Service Description
.
  • CS Rep (Spanish) Hourly Rate
  • Supervisor (Bilingual) Hourly 1:15
  • Trainer (Bilingual( Hourly 1:50
  • QC (Bilingual) Hourly 1:20
  • General Manager
  • Operation Manager
  • Account Manager
  • Teams Environment
  • Dialer - Telecomunications
FTE's
05 - 20
  • $ 8.00
  • $ 14.00
  • $ 14.00
  • $ 12.00
  • Included
  • Included
  • Included
  • Included
  • N/A
FTE's
21 - 50
  • $ 7.50
  • $ 7.00
  • Included
  • Included
  • Included
  • Included
  • Included
  • Included
  • N/A
FTE's
51 - 70
  • $ 7.40
  • Included
  • Included
  • Included
  • Included
  • Included
  • Included
  • Included
  • N/A
FTE's
71 - 100
  • $ 7.10
  • Included
  • Included
  • Included
  • Included
  • Included
  • Included
  • Included
  • N/A
Service Description
.
  • CS Rep (Spanish) Hourly Rate
  • Supervisor (Bilingual) Hourly 1:15
  • Trainer (Bilingual( Hourly 1:50
  • QC (Bilingual) Hourly 1:20
  • General Manager
  • Operation Manager
  • Account Manager
  • Teams Environment
  • Dialer - Telecomunications
FTE's
05 - 20
  • $ 9.00
  • $ 14.00
  • $ 14.00
  • $ 12.00
  • Included
  • Included
  • Included
  • Included
  • Included
FTE's
21 - 50
  • $ 8.70
  • $ 7.00
  • Included
  • Included
  • Included
  • Included
  • Included
  • Included
  • Included
FTE's
51 - 70
  • $ 8.40
  • Included
  • Included
  • Included
  • Included
  • Included
  • Included
  • Included
  • Included
FTE's
71 - 100
  • $ 8.00
  • Included
  • Included
  • Included
  • Included
  • Included
  • Included
  • Included
  • Included