memoria 2011 grupo digitex
DESCRIPTION
TRANSCRIPT
![Page 1: Memoria 2011 Grupo Digitex](https://reader031.vdocument.in/reader031/viewer/2022020217/54707be9b4af9f980a8b4740/html5/thumbnails/1.jpg)
AN
NU
AL R
EP
OR
T GR
UP
O D
IGITE
XM
EM
OR
IA A
NU
AL G
RU
PO
DIG
ITEX
2011
11
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MAIN FIGURES
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Grupo Digitex es una piezaclave en los mercados deservicios de outsourcing deContact Centers y BPO tantoen España como en AméricaLatina.
![Page 3: Memoria 2011 Grupo Digitex](https://reader031.vdocument.in/reader031/viewer/2022020217/54707be9b4af9f980a8b4740/html5/thumbnails/3.jpg)
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MAIN FIGURES
Principalescifras
5
Número de empleados del GrupoNUMBER OF GROUP EMPLOYMENTS
REVENUE (million euros)
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B
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74.7
19
91.3
81
95.9
60
EBITDA (millones de euros)
EBITDA (million euros)
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2.68
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8.14
1
8.39
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MEMORIA ANUAL GRUPO DIGITEX
ANNUAL REPORT GRUPO DIGITEX
WWW.GRUPODIGITEX.COM
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12.736
Ingresos (millones de euros)
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GRUPO DIGITEX IN THE WORD
19 plataformas propiascon más de 8.100posiciones deoperación repartidasentre 8 países y 15ciudades.
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GRUPO DIGITEX IN THE WORLD
Grupo Digitexen el mundo
7
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BPO CentersNORTH AMERICA
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MEMORIA ANUAL GRUPO DIGITEX
ANNUAL REPORT GRUPO DIGITEX
WWW.GRUPODIGITEX.COM
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Q0))0P&'2#"'#.4$"'5&0'#$)"'#3I"3#.'(0<$"55.5#"#)"%2.#$"%3#0*#3I.C<.%&("'#(0'3&'.'37#1&2&3.4#&5#<"R&'2#3I.#<053#0*#&35#2%."3#$03.'3&")30#$.'.3%"3.#&'30#5+(I#$%0<&5&'2#<"%R.35#5+(I#"5#A.4&(0#"'-#3I.@F7#0$.'&'2#(0<<.%(&")#0**&(.57#"'-#*0%<")&>&'2#"2%..<.'35#P&3I)"%2.#(0%$0%"3&0'5#")%."-L#.'2"2&'2#&'#5"&-#<"%R.35=
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GRUPO DIGITEX HOLDING
Durante sus 23 años dehistoria, Grupo Digitex haampliado continuamentesu cobertura geográfica,gama de productos y basede clientes.
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CORPORATIVE GOVERMENT
Grupo Digitex es hoyuna de las tres mayorescompañías deoutsourcing enAmérica Latina.
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BRIEF HISTORY OF THE COMPANY
La internacionalizacióndel grupo ha supuestoun éxito de grantrascendencia.
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BRIEF HISTORY OF THE COMPANY
Breve historiade la compañía
13
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19892005
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MEMORIA ANUAL GRUPO DIGITEX
ANNUAL REPORT GRUPO DIGITEX
WWW.GRUPODIGITEX.COM
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Actividad
ACTIVITY
Digitex está posicionadaestratégicamente paraservir a grandesmultinacionales y cubrirsus necesidades deoperación de serviciosexternalizados.
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Actividad
Manejamos plataformasmulticanales de clienteslíderes del sector bancario,industria, seguros,telecomunicaciones yservicios.
ACTIVITY
ACTIVIDAD COMERCIAL
WWW.GRUPODIGITEX.COM16
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COMERCIAL ACTIVITY
Actividadcomercial
MEMORIA ANUAL 2011 GRUPO DIGITEX
2011 ANUAL REPORT DIGITEX GROUP
17
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Actividad comercial
COMERCIAL ACTIVITY
Outsourcing de ProcesosPROCCESS OUTSOURCING
CustomerCare
BPOOutsourcing
ITOutsourcing
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MEMORIA ANUAL 2011 GRUPO DIGITEX
2011 ANUAL REPORT DIGITEX GROUP
19
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Propuesta de ValorVALUE PROPOSITION
Actividad comercial
COMERCIAL ACTIVITY
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Actividad
Entre los clientes de lacompañía seencuentran lasprincipales blue chip enEspaña y Latinoamérica.
ACTIVITY
PRINCIPALES CLIENTES
WWW.GRUPODIGITEX.COM20
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MAIN CUSTOMERS
Principalesclientes
MEMORIA ANUAL 2011 GRUPO DIGITEX
2011 ANUAL REPORT DIGITEX GROUP
21
TECNOLOGIA FINANZAS INDUSTRIA AA.PP. OTROS
TECNOLOGY FINANCE INDUSTRY P.A. OTHER
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En los 23 años detrayectoria, nuestra firmase ha especializado en laimplantación de losproyectos de outsourcingmás competitivos ydinámicos de la actividadempresarial.
Actividad
ACTIVITY
PRINCIPALES PROYECTOS 2011
WWW.GRUPODIGITEX.COM22
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2011 MAIN PROJECTS
Principalesproyectos
MEMORIA ANUAL 2011 GRUPO DIGITEX
2011 ANUAL REPORT DIGITEX GROUP
23
HELP DESK & IT OUTSOURCING
Outsourcing Help Desk e IT
GLOBAL OUTSOURCING TO TELEFÓNICA
Outsourcing Global a Telefónica
CALL CENTER FOR PERSONS IN A STATE OF DEPENDENCY
Servicio de Atención a la Dependencia
USER SERVICE OUTSOURCING
Outsourcing Atención a Usuarios
USER CARE SERVICE
Servicio de Atención al Usuario
GLOBAL OUTSOURCING FINANCE
Outsourcing Global BancaIT & BUSINESS PROCESS OUTSOURCING
Outsourcing Procesos de Negocio e IT
CUSTOMER SERVICE OUTSOURCING
Outsourcing Atención a Clientes
SECTORTELCO YTECNOLOGIA
SECTORFINANCIERO
SECTORINDUSTRIA
SECTORAA.PP.
!"#$%&'(')&*)(+,($-*)(.'($/&010.$.2(!030&'4(5$(.'6*)&#$.*)*7#$.$6'%&'()"(/$8$/0.$.(8$#$(3')&0*%$#(9(.')$##*::$#(3#$%.')8#*9'/&*)((9("%$(8#*$/&010.$.($:&$6'%&'(1$:*#$.$(8*#()")(/:0'%&')2:*(;"'(5$()03%0<0/$.*()'3"0#(&#$7$=$%.*(/*6*('68#')$(.'/*%<0$%>$2(/'#/$%$(9(.0)8"')&$($()'3"0#(/#'/0'%.*(="%&*($('::*)?
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Principales proyectos
2011 MAIN PROJECTS
Outsourcing Global a TelefónicaSector Telco y Tecnología
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MEMORIA ANUAL 2011 GRUPO DIGITEX
2011 ANUAL REPORT DIGITEX GROUP
25
Principales proyectos
2011 MAIN PROJECTS
Outsourcing Help Desk
Activities
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#K16L9,",#:,))1,#16140)D".4,#8,)0;6#M1N#O*0,31)5.4.,#?1#K.4P10."/
Actividades
:)1;4.D"#J#/130.D"#?1#6;3#7,6.4.0*?13#?1#71)5.4.,F8).,).Q;)'#)1;6.Q;)#*"#D+0.@,#+)1?.;/"D30.4,'4;01/,).Q;)6,#4,))140;@1"01#J#)15.3;)#R*1#12.301."9,)@;4.D"#+;);#3*#)13,6*4.D"FS13,6*4.D"#1"#*"#+).@1)#4,"0;40,#?16#@T2.@,"U@1),#?1#."4.?1"4.;3#<V:S>'#@;"01".1"?,#*";60,#+,)41"0;W1#?1#)13,6*4.D"#5X;#01619D".4;#,@1?.;"01#4,"12.D"#)1@,0;#<VKV>FK);"391)1"4.;#;#6,3#/)*+,3#?1#)13,6*4.D";?14*;?,3'#31/U"#@;0).Q#?1#0);"391)1"4.;'#1";R*166,3#4;3,3#R*1#",#Y;J;#)13,6*4.D"#+,3.N61F-,4*@1"0;4.D"#?1#0;)1;3#)1;6.Q;?;3'#;3Z#4,@,#?1."01);44.,"13#4,"#16#*3*;).,FS1+,)0;)#4,))140;@1"01#6;#3,6*4.D"#;+,)0;?;'@1?.;"01#*";#4,))140;#/130.D"#?16#4,",[email protected]"0,F:T64*6,#J#4*@+6.@1"0,#?1#6,3#7[O'#\8A'#15;6*;?,3@1"3*;6@1"01#J#@;"01"1)6,3#;"01#4;@N.,3#?1,)/;".Q;4.D"'#5,6*@1"#?1#*3*;).,3'#104F
Sector Telco y Tecnología
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K191+7,"1L9140),".4#B5.9M13#:,)059K.4N10."/#819;O81)C.41
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Principales proyectos
2011 MAIN PROJECTS
Outsourcing Global BancaSector Financiero
Back Office
!"#"$%&'%()*%+'+,$-+*(%.$%'/01')%234.+3'%.'*+)2%3$+,"5.'6%'-.'7%28","4'9*4:+*')+2+'*43';+.,43'<+=+74,"+*'>'<4*(%.+'?-%'%.#*4:+@
Centro de atención Telefónica CAT
A.B42(+,"5.'#%.%2+*'34:2%')246-,$43'>'3%28","43CA.B42(+,"5.'34:2%'<2D6"$4'>'E+2=%$+3'6%'<2D6"$4C7%28","43'6%'+,$-+*"F+,"5.'6%'6+$43'>'8+*"6+,"5.'6%)%2B"*C7%28","4'6%'2%,%),"5.'6%'?-%=+3'>' 2%,*+(43'6%<*"%.$%3
GH.%+'6%'+$%.,"5.'+',*"%.$%3'?-%':2".6+@
!"#"$%&'+)248%,I+'%*',4.$+,$4',4.'%*',*"%.$%')+2+'*+8%.$+',2-F+6+C
Outbound de comercializacióny recobro
<+()+J+3'6%'+,$-+*"F+,"5.'6%'6+$43CK.,-%3$+3'6%'3+$"3B+,,"5.'6%'<*"%.$%3CL-6"$42H+3'+'M-%2F+3'6%'N%.$+3CO%,4:24''6%'6%-6+',4.'(42+'6%'6"B%2%.$%'2+.#4C
Backoffice
L,$"8+,"5.'6%',*+8%3'6%'".$%2.%$C!%3:*4?-%4'6%*',2D6"$4CL,$-+*"F+,"5.'6%'6+$43CO+6",+,"5.'6%'2%,*+(43CP$2+3C
WWW.GRUPODIGITEX.COM26
!"#"$%&'()**%+$,-'%./,0-1'234'50*6%*1'"+'$7%'/*08"1"0+09':';,0<:,'=%*8"(%'90*'$7%'>:?:'=0(":,':+@'>0,.%+:<:+61A'57"(7'"+(,)@%1B
Support Hotline
>)1$0.%*'70$,"+%'/*08"@"+#B
;%+%*:,'"+90*.:$"0+'0+'/*0@)($1':+@'1%*8"(%1CD+90*.:$"0+'0+'>*%@"$':+@'>*%@"$'>:*@1C!:$:')/@:$"+#':+@'/*09",%'8:,"@:$"0+'1%*8"(%1C>)1$0.%*'(0./,:"+$':+@'(,:".'/*0(%11"+#'1%*8"(%C
!"#"$%&'://,"%1'(*011E1%,,"+#'1$*:$%#"%1'$0'%:(7()1$0.%*'(0+$:($C
Sales and recoveryoutbound services
!:$:')/@:$"+#'(:./:"#+1C>)1$0.%*'1:$"19:($"0+'/0,,1C=:,%190*(%'F)@"$1CG%(08%*-'09'@"99%*%+$'*:+#%1'09'08%*@)%'@%<$C
F($"8:$"0+'09'D+$%*+%$'6%-1C>*%@"$')+<,0(6"+#C!:$:')/@:$"+#C>,:".'7:+@,"+#CH$7%*C
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MEMORIA ANUAL 2011 GRUPO DIGITEX
2011 ANUAL REPORT DIGITEX GROUP
27
Principales proyectos
2011 MAIN PROJECTS
Outsourcing de Procesosde Negocio
Sector Financiero
Venta de Tarjetas
!"#$%&'"&$%()"$%*&'"&+(,'-$.&+.#&/%*"&'"0&+0-"#$"1
Credition
2.0.+%+-3#&'"&4("*$%5.*&&'"&#.5-#%&&67&&8&9:;<%#").&'"&=%*"*&&'"&'%$.*&'"0&+0-"#$"12.#.+-5-"#$.&'"0&4(.'>+$.&4%(%&5%#").&".=)"+-.#"*1?"%0-@%+-3#&'"&6#A.(5"*&'"$%00%#'.&"0&+>(*.&'"0B"(C-+-.&'-%(-%5"#$"12>540-5-"#$.&'"&0.*&"*$D#'%("*&'"&+%0-'%'*.0-+-$%'.*&4.(&"0&+0-"#$"&&4%(%&"0&0.E(.&'"&0%&$%*%'"&&%4(.=%+-.#"*&'"&+(,'-$.1
2.0.+%+-3#&'"&&$%()"$%*&'"&+(,'-$.&&F67&&8&9:;&G<%#").&'"&=%*"*&&'"&'%$.*&'"0&+0-"#$"?"%0-@%+-3#&'"&6#A.(5"*&'"$%00%#'.&"0&+>(*.&'"0B"(C-+-.&'-%(-%5"#$"1H%(&%4.I.&I&*"E>-5-"#$.&+.#&0%&J"((%5-"#$%>$-0-@%'%*&&'"&4(.=0"5%*&("0%+-.#%'.*&&+.#&0%*&C"#$%*I&%+$-C%+-.#"*&&4%(%&5").(%(&0%&%4(.=%+-3#12>540-5-"#$.&'"&0.*&4(.+"*.*&&*.0-+-$%'.*&4.(&"0+0-"#$"&&4%(%&"0&0.E(.&'"&0%&$%*%&'"&&%4(.=%+-.#"*I&%>$"#$-+%+-3#&'"0&+0-"#$"1
!"#$%&'"&4("*$%5.*&'"&#.5-#%&+.#&=%*"&'"0&+0-"#$"1
Balance Transfer
;(%*A"("#+-%&'"&'-#"(.&'"&0%&;%()"$%&'"&+(,'-$.&&%>#%&+>"#$%&")"K>5"#$.&'"&0L#"%&'"&2(,'-$.&&+.#&&!"#$%&+(>@%'%+.#&B"E>(.&/%#+.5"(M-#%#+-%5-"#$.&'"&+%(E.*&&%&+%(E.*&*-#&-#$"(,*&I5"*"*&+.#&-#$"(,*
Card Sales
!"#$%&'%(#)$*+,-".$/%(0$/)+%("0/.1
Credition
23%%4%567%8#"($9$*+%&'%8":0&##%#&"*.;"*"<$9$*+%&'%(#)$*+%/"+"-".$.1=0&/>(+%?*&@#$/<$%'&0%A"*/#)*<%"*/%(&98#")*+.
B$*$0"+)&*%&'%C$8&0+.%)+$9)D)*<%!$0E)($.%0$*/$0$/&*%"%/")#:%-".).1F&98#)"*($%@)+A%G>"#)+:%.+"*/"0/.%0$G>$.+$/%-:(#)$*+%+&%"(A)$E$%0"+$%&'%(0$/)+%"880&E"#.1
F0$/)+%("0/%8#"($9$*+H23%%4%567%I;"*"<$9$*+%&'%(#)$*+%/"+"-".$.B$*$0"+)&*%&'%C$8&0+.%)+$9)D)*<%!$0E)($.%0$*/$0$/&*%"%/")#:%-".).1B)E$%.>88&0+%"*/%'&##&@,>8%@)+A%+&&#.%>.$/%'&080&-#$9.%0$#"+)*<%+&%."#$.%"*/%"(+)E"+)&*.%+&>8<0"/$%"880&E"#.1F&98#)"*($%@)+A%80&($..$.%0$G>$.+$/%-:%(#)$*+%+&"(A)$E$%0"+$%&'%"880&E"#.%"*/%(#)$*+%">+A$*+)("+)&*1
!"#$%&'%(#)$*+,-".$/%8":0&##%#&"*.%1
Balance Transfer
;&*$:%+0"*.'$0%-:%(0$/)+%("0/%+&%"%80)9"0:%"((&>*+
2*(0$".$%&'%(0$/)+%#)*$%@)+A%2*.>0"*($%(0&..,.$##.
2*+$0$.+,'0$$%J)*"*()*<%&'%(A"0<$.%"*/%9&*+A.@)+A%)*+$0$.+
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Principales proyectos
2011 MAIN PROJECTS
Outsourcing Atencióna Clientes
Sector Industria
Suport Hotline Centro de atención Telefónica CAT
!"#$%$&'&(&)(*)")+"$,-(&)(..'/'&'0(12*)"$)-&101+1*#)('(.10(+*1&3"#10(&)(4-&)0'(5(*)01.3"$,-(&)$-"$&)-"$'(5('%)*6'078.'/'&'0(&)('#)-"$,-('.(".$)-#)(&).(0)9/)-#174/+*)0'0(5(:*'-&)0(;3)-#'078.'/'&'0(&)('#)-"$,-('.(".$)-#)(&).(0)9/)-#1+'*#$"3.'*)0("1-(#'*$2'(&)(<)*"'&1(8$=*)78.'/'&'0(&)('#)-"$,-('.(".$)-#)(&).(0)9/)-#1+'*#$"3.'*)0("1-(>'*$2'(&)(?.#$/1(@)"3*01(A<)*"'&1@)93.'&1B78.'/'&'0(&)($-"$&)-"$'07C)93-&'(.6-)'((&)('#)-"$,-()-("'01(&)(01.$"$#3&(&)='D'(&).(".$)-#)7
E$9$#)F(9)0#$1-'("1-(4-&)0'(&$0#$-#10(/1&10(&)('#)-"$,-&$2)*)-"$'&10(+1*(1=D)#$%10(&)(-)91"$1G("1-(3-(+)*2$.&)('9)-#)0()0+)"$'.$H'&10(5(3-(-$%).(&)(0)*%$"$1('"1*&)"1-().(('."'-")(&).(C)*%$"$1I
Back office gestión contratos ycalidad ventas
!3&$#1*6'(&)(.'0(%)-#'0(*)'.$H'&'0(+1*(>'0J(K1*")+*)0)-"$'.78.'/'&'('.(".$)-#)(+'*'("1-2$*/'*().(0)*%$"$1"1-#*'#'&17@)")+"$,-(5(:)0#$6-(&)(.10("1-#*'#107:)0#$,-(&)("1-#*'#'"$,-()-(.10(0$0#)/'0;1*+1*'#$%10(&)(4-&)0'7
Captación de clientes
;'+#'"$,-(&)(".$)-#)0(&).(/)*"'&1(&)(:!C()->)**$#1*$1(!D)-1(5(>)**$#1*$1(L*1+$17:*'='"$,-(5(M)*$2$"'"$,-(&)(.'0(M)-#'07:)0#$,-(&)("1-#*'#'"$,-()-(.10(C$0#)/'0;1*+1*'#$%10(&)(4NE4C!7L*)0#'"$,-(&).(C)*%$"$1(&)0.1"'.$H'&1()-(!*'-&'(&)E3)*1(5(!.='")#)()-(40+'O'(5(<'-$H'.)0()-;1.1/=$'7
WWW.GRUPODIGITEX.COM28
!"#"$%&'()*)#%+',"$-'.*/%+)'/"00%1%*$'23+"*%++'425%6$"7%82)+%/'63+$4(%1'6)1%'(4/%+9',"$-')':140";%'40'+:%6");"<%/)#%*$+9')*/')'+%17"6%';%7%;'"*')6641/)*6%',"$-'$-%'+64:%40'=%17"6%>
Contract management and salesquality back office
?3/"$'40'+);%+':%1041(%/'2@'$-%'4*8+"$%'A)+B'C416%DE3+$4(%1'6);;+'$4'64*0"1('64*$1)6$'+%17"6%DE4*$1)6$'F%6%:$"4*')*/'G)*)#%(%*$DE4*$1)6$'()*)#%(%*$'$-143#-'.*/%+)'E41:41)$%+@+$%(+D
E);;81%+:4*+%')6$"7"$@9'400%1"*#'+3::41$'041.*/%+)':14/36$+9')*/'"*6"/%*$')*/'21%)B/4,*+4;7"*#D=%#(%*$'63+$4(%1',)1*"*#+D'E4(:)*"%+')*/H)1#%'?6643*$+DI)1$"63;)1'+%#(%*$'63+$4(%1',)1*"*#+',"$-'C1%%G)1B%$'$)1"00DI)1$"63;)1'+%#(%*$'63+$4(%1',)1*"*#+',"$-'H)+$F%+4316%'$)1"00'JF%#3;)$%/'G)1B%$KDL*6"/%*$'1%:41$"*#'6);;+D=%64*/'63+$4(%1'+%17"6%';"*%9'"*'6)+%'40'63+$4(%1+%17"6%'$%1("*)$"4*'1%M3%+$D
Customer acquisition
E3+$4(%1')6M3"+"$"4*'40'N?='63+$4(%1+'"*'?;"%*A%11"$41@')*/'O,*'A%11"$41@D=);%+'F%641/"*#')*/'P%1"0"6)$"4*DE4*$1)6$'()*)#%(%*$'$-143#-'.*/%+)'E41:41)$%+@+$%(+DO00+-41"*#'=%17"6%+'I147"+"4*'"*'?1)*/)'/%'!3%14)*/'?;2)6%$%9'=:)"*9')*/'G)*"<);%+9'E4;4(2")D
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MEMORIA ANUAL 2011 GRUPO DIGITEX
2011 ANUAL REPORT DIGITEX GROUP
29
Principales proyectos
2011 MAIN PROJECTS
Outsourcing Atención a ClientesSector Industria
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
!"#$%&'()(*#%+,-#.%.()/.*#/#"/#&%)%0)(123#&%4(+,&*3,&/5(,/)(12#6#+%47(5(%2,*#.%#"/+#(2)(.%2)(/+0&*)%.%2,%+#.%#"*+#.(8%&%2,%+#7+7/&(*+#.%#"*+#)%2,&*+9*+0(,/"/&(*+#.%#"/#:*572(./.#.%#;/.&(.3#<+,7&(/+3<2./"7)=/#6#:/+,(""/#>/#;/2)9/?#@&70*#A(4(,%B0&*0*&)(*2/#"/#%+,&7),7&/#.%#*0%&/)(12#2%)%+/&(/#0/&/C
D9(+#+%&'()%#(+#.%'*,%.#,*#,9%#&%)%0,(*23#&%)*&.(2430&*)%++(243#/2.#8*""*EF70#*8#(2)(.%2,+#)*5(24#8&*5.(88%&%2,#7+%&+#*8#9*+0(,/"#)%2,%&+#(2#,9%#:*5572(,6#*8;/.&(.3#<+,7&(/+3#<2./"7+(/3#/2.#:/+,(""/#>/#;/2)9/?@&70*#A(4(,%B#0&*'(.%+#,9%#*0%&/,(*2#(28&/+,&7),7&%&%G7(&%.#,*C
!B,%&2/"#H2G7(&6#:(&)7(,?;/27/"#.&/8,(24#*8#%B,%&2/"#(2G7(&(%+?!5%&4%2)6#:(&)7(,?;/27/"#.&/8,(24#*8#!5%&4%2)(%+?I&%"(5(2/&6#I/&/5%,%&(J/,(*2#/,#K*+0(,/"#.%<"5/2+/?H<$#(2+,/""/,(*2#/2.#)*28(47&/,(*2?>A<I#$%&'%&#(2+,/""/,(*2#/2.#)*28(47&/,(*2?$%"%2%#(2+,/""/,(*2#/2.#)*28(47&/,(*2?L&/)"%#M(#(2+,/""/,(*2#/2.#)*28(47&/,(*2?#H2+,/2)%)&%/,(*2?#$)9%5%#0/&/5%,%&(J/,(*2?I"N+G"#+)&(0,#.%'%"*05%2,#8*&#.(88%&%2,#0/,(%2,5/(2,%2/2)%#,/+O+?H2+,/""/,(*2#/2.#)*28(47&/,(*2#*8#/2)(""/&6#,**"+#+7)9/+#:&6+,/"#P%0*&,+?;*.%"(24#*8#.(88%&%2,#)(&)7(,+?#A%+(42#*8#Q"*E#:9/&,+?;(4&/,(*2#,%/5#,&/(2(24?#K*+0(,/"(J/,(*2#:(&)7(,?;(4&/,(*2#,%/5#,&/(2(24?#!B,%&2/"#H2G7(&6#:(&)7(,?<4%2./#;/2/4%5%2,?$700*&,#(2#:%2,&/"#<.5(++(*2+3#!B,%&2/"#H2G7(&(%+3/2.#!5%&4%2)6#/&%/+?H2+,/""/,(*23#)*28(47&/,(*23#/2.#5/(2,%2/2)%#*8.(88%&%2,#%G7(05%2,#/2.#0&(2,%&+#8*"/E"%++&722(24#*8#$%"%2%?
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Principales proyectos
2011 MAIN PROJECTS
Servicio de Atencióna la Dependencia.
Sector Administraciones Públicas
!"#$%#&'#()*+,#&'#$-.-#/'#0&()&+12#0#3+4+5'6#7*8,9:;5+10'"#<'9=+1+,#7*5'490"#&'#7*8,9:01+2*#/,>9'#"0#05'*1+2*#0"0/#?'9/,*0/#'*#/+5)01+2*#&'#3'?'*&'*1+0#'*#"0@,:)*+&0&#&'#A0&9+&B##!/5'#/'9=+1+,#'/#&'?'*&+'*5'&'#"0#:+/:0#@,*/'('9C0#&'#D0:+"+0#E#F/)*5,/#<,1+0"'/B
!"#<'9=+1+,G#H)'#/'#?9'/50#&'/&'#"0#/'&'#&'#3+4+5'6#'*I'40J?+#KA0&9+&LG##/'#'*10940#&'#+*8,9:09G#,89'1'9#E1,*1'9509#1+50#?9'=+0#?090#9'1+>+9#+*8,9:01+2*'/?'1+0"+J0&0#E#'/50>"'1'9#1,*/)"50#'*#",/#/+4)+'*5'/;:>+5,/M
F5'*1+2*#0#"0/#?'9/,*0/#&'?'*&+'*5'/B@+50#N9'=+0B7*8,9:01+2*#5'"'82*+10B
F#590=O/#&'"#5'"O8,*,#-.$#&'#05'*1+2*#0"#1+)&0&0*,G3+4+5'6#,89'1'#'"#:'(,9#/,?,95'#89'*5'#0#"0#*'1'/+&0&&'#+*8,9:01+2*#&'#",/#1+)&0&0*,/#&'#"0#@,:)*+&0&#&'A0&9+&#'*#:05'9+0#&'#&'?'*&'*1+0G#05'*&+'*&,#E9'/,"=+'*&,#"0/#1,*/)"50/#9'0"+J0&0/B
I,/#1+)&0&0*,/G#)*0#='J#05'*&+&,/#?,9#'"#/+/5':0#10""P?9,:?5+*4#&'"#1+50&,#5'"O8,*,#&'#05'*1+2*#0"#1+)&0&0*,K-.$LG#'"+4'*#"0#,?1+2*#$#?090#/,"+1+509#+*8,9:01+2*#/,>9'&'?'*&'*1+0#&'#'*59'#"0/#&+/5+*50/#5':;5+10/#?9,?)'/50/?,9#'"#/+/5':0B#!/50/#""0:0&0/#/,*#590*/8'9+&0/#0#3+4+5'6E#05'*&+&0/#?,9#/)/#F4'*5'/#&'#F5'*1+2*B
WWW.GRUPODIGITEX.COM30
Q*#R)*'#$%G#$-.-G#3+4+5'6#7*8,9:;5+10#S,*#5T'#1,*590155,#?9,=+&'#@,:?"'5'#7*8,9:05+,*#<'9=+1'/#8,9#?'9/,*/+*#0#/505'#,8#3'?'*&'*1E#+*#5T'#@,::)*+5E#,8#A0&9+&BUT+/#/'9=+1'#+/#015)0""E#0*#'65'*/+,*#,8#5T'#V)9'0)#,8D0:+"E#0*&#<,1+0"#F880+9/B
UT'#<'9=+1'G#ST+1T#+/#?9,=+&'Y,:#5T'#:0+*#,88+1'#,83+4+5'6#+*#I'40J?+#KA0&9+&LG##)*&'950W'/#5,#+*8,9:G?9,=+&'#0*&#/1T'&)"'#0??,+*5:'*5/#5,#9'1'+='/?'1+0"+J'&#+*8,9:05+,*#0*&#?9,=+&'#1,*/)"505+,*/#+*5T'#8,"",S+*4#09'0/M
@09'#8,9#&'?'*&'*5#?'9/,*/B<1T'&)"+*4#F??,+*5:'*5/BU'"'?T,*'#+*8,9:05+,*B
VE#&+0"+*4#-.$#8,9#5T'#1+5+J'*#T'"?#"+*'G#3+4+5'6#,88'9/#5T'>'/5#/)??,95#8,9#5T'#+*8,9:05+,*#*''&/#,8#5T'@,::)*+5E#,8#A0&9+,*1'9*+*4#&'?'*&'*1EG#,88'9+*40//+/50*1'#0*&#?9,=+&+*4#0*/S'9/#5,#H)'/5+,*/#0/W'&B
@+5+J'*/G#,*1'#5T'E#T0='#>''*#055'*&'&#>E#5T'#10""P?9,:?5+*4#/E/5':#,8#5T'#08,9':'*5+,*'+5+J'*X/T'"?"+*'#K-.$LG#/'"'15#,?5+,*#$#5,#9'H)'/5#+*8,9:05+,*,*#&'?'*&'*1E#89,:#/'='90"#/)>('15#09'0/#?9,?,/'&#>E5T'#/E/5':B##UT'/'#10""/#09'#590*/8'99',#3+4+5'6#0*&0*/S'9'&#>E#+5/#Y'"?#<5088B
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MEMORIA ANUAL 2011 GRUPO DIGITEX
2011 ANUAL REPORT DIGITEX GROUP
31
Principales proyectos
2011 MAIN PROJECTS
Servicio de Atenciónal Usuario
Sector Administraciones Públicas
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Como único objetivo de laexcelencia operativa, seaplica un Modelo deOperación y de Calidad deServicio, con el equipohumano necesario paraconseguir mejorasoperativas y de coste.
Actividad
ACTIVITY
CERTIFICACIONES DE CALIDAD
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QUALITY ASSESSMENT
Certificacionesde calidad
MEMORIA ANUAL 2011 GRUPO DIGITEX
2011 ANUAL REPORT DIGITEX GROUP
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Digitex cumple con altos estándares de calidadDIGITEX FULFILLS HIGH QUALITY STANDARDS
Otras Certificaciones
OTHER CERTIFICATIONS
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Estructura
STRUCTURE
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Grupo Digitex es una delas compañías másgrandes a nivelinternacional enposiciones y plataformasdeslocalizadas.
Estructura
STRUCTURE
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Plataformasde operación
MEMORIA ANUAL 2011 GRUPO DIGITEX
2011 ANUAL REPORT DIGITEX GROUP
37
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Plataformas de operación
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MEMORIA ANUAL 2011 GRUPO DIGITEX
2011 ANUAL REPORT DIGITEX GROUP
39
Plataformas de operación
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Plataformas de operación
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MEMORIA ANUAL 2011 GRUPO DIGITEX
2011 ANUAL REPORT DIGITEX GROUP
41
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MEMORIA ANUAL 2011 GRUPO DIGITEX
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Formación
TRAINING
Grupo Digitex tiene en los planes decarrera una excelente herramientapara motivar e implicar a todo elpersonal en la vida de la empresa,construyendo juntos su futuroprofesional adaptando al empleadoa cada uno de los puestos que irádesempeñando a lo largo de sutrayectoria dentro de la organización.
Planes de CarreraCAREER PLANNING
WWW.GRUPODIGITEX.COM52
Plan de Formación 20112011 TRAINING PLAN
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@(#%&%".3%+*&#"*5#$(+)."(5#'().&.'*5#$%+%#-%'%#7&*#'(#"*5'($%+4%,(&4*5#>9#-*&-+(4%&'*#("#$(+)."#.'(%"9#5(#$"%&.).-%+*&#"%5%--.*&(5#)*+,%4.<%5#-*++(5$*&'.(&4(5#(&8"*=%&'*#4%&4*#"%5A%=.".'%'(5#-*,*#"%5#-%$%-.'%'(5#4B-&.-%5?
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Thanks to its employee career path,Grupo Digitex enjoys an excellentopportunity to motivate and get allworkers involved in the life of thecompany, building a shared professionalfuture, adapting the employee to eachone of the positions that he/she willundertake throughout his/herprofessional life within the organization.
LA(#011M#4+%.&.&8#$"%6%+4('#N.4A#4A(#*74".&(#*)#4A(#4+%.&.&8&(('5#(6.54.&8#.&#*7+#*+8%&.3%4.*&9#-*&5.'(+.&8#4A%4#%#4+%.&.&8#&((''*(5#&*4#(6.54#=>#.45(")9#=74#.5#%"N%>5#'().&('#=>#4A(#'.))(+(&-(=(4N((A(#'(5.+%="(#%&'#4A(#%-47%"#$+*)."(?
LA(#$+*)."(5#'().&('#)*+#(%-A#*&(#*)#4A(#'($%+4,(&45#N(+(#%&%">3('9%&'9#%)4(+#'().&.&8#4A(#.'(%"#$+*)."(9#4A(#-*++(5$*&'.&8#4+%.&.&8%-4.*&5#NA(+(#$"%&&('9#-*<(+.&8#=*4A#5O.""5#%&'#4(-A&.-%"-%$%=.".4.(5?
P5#%#$+(,.5(9#$+.*+.4.3(#4A(#8+*7$5#4A%4#N(+(#'(4(-4('#4*#=(#,*+(5(&5.="(#4*#4A(#-A%&8(5#4%O.&8#$"%-(#N.4A.A(#-*,$%&>9#%&'4A*5(#4A%4#N(+(#-*&5.'(+('#%5#54+%4(8.-#)*+#.45#8(&(+%"#*=E(-4.<(5?
KM9#4A(#-A%&8(5#,*+(#5(&5.="(#4*#-A%&8(#N(+(#G+*E(-4J%&%8(+59#G+*E(-4#H.+(-4*+5#%&'#Q(&4(+#J%&%8(+5?#LA(5(#8+*7$5A%<(#=((9=E(-4#4*#%#8+(%4(+#"(<("#*)#-A%&8(#.A(.+#$+*)(55.*&%"-*,$(4(&-.(59#%&'#A%<(#5((&9#.*,(#-%5(59#4A(.+#)7&-4.*&5%"4(+('?#R.O(N.5(9#4+%.&.&8#%-4.*&5#N(+(#*+8%&.3('9#4%+8(4.&8#*4A(+-*+$*+%4(#'($%+4,(&45?
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MEMORIA ANUAL 2011 GRUPO DIGITEX
2011 ANUAL REPORT DIGITEX GROUP
53
Formación
TRAINING
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!"#-'"$)*"#12#&%(#$,/9)%(#3.%1'$)1%(#2"#2(0%(#6.'3%(#(212-)")2.%"#&,(#()6')2"02(#-,(2(@
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*"+%&'()@#?'2#"%#)/3&)$*#"2$2(,.),/2"02#2"#0%1%(#&%($,(%(##&,##3.%/%$)*"#>2.0)$,"0.%#12&#%.6,")6.,/,+()"%#?'2##0,/9)="#B'9%#/%>)&)1,1#B%.)4%"0,#3'2(0%(12"0.%#12#&,#/)(/,#52.,.?':,;
,-./'$'-)+"@#!>,&',$)*"#12#12(2/32A%#12#&%(#1)(0)"0%(3'2(0%(;#<2#.2,&)4,.%"#&,(#2>,&',$)%"2(#12#&,(#,$$)%"2(-%./,0)>,(+#1202$08"1%(2#?'2#"%#0%1,(#2&&,(#B,9:,"#()1%2-)$,$2(+#3%.#&%#?'2#(2#B,#3&,")-)$,1%#3,.,#2(02#,A%#&,(,$$)%"2(#$%..2$0)>,(#$%..2(3%"1)2"02(#C$'.(%#12#D.%52$0E;
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Fases para planificacion de la carrera profesional y necesidades de los empleados
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1
PHASES FOR THE PLANNING OF THE PROFESSIONAL CAREER AND EMPLOYEE NEEDS
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J"#(B%.0+#0B2#$%"0)"'%'(#2/3&%722#0.,)")"6#3.%$2((#.2?').2(,#(B,.21#2--%.0#-.%/#0B2#%.6,")4,0)%"+#('33%.021#97#)0(#1).2$0('32.>)(%.(+#,"1#0B2#$%//)0/2"0#,"1#.2(3%"()9)&)07#%-#2,$B2/3&%722+#)"#,"#2--%.0#0%#5%)"0&7#12>2&%3#0B2).#$,.22.#3,0B;#J"%.12.#0%#3,&&),02#(,)1#0.,)")"6#"221(+#,"1#0%#3%()0)>2&7#.2)"-%.$20B2#.2?').21#$%/3202"$)2(#,&.2,17#,$?').21#97#%'.#$'(0%/2.(+)/3.%>)"6#0B2).#/%0)>,0)%"#,"1#)">%&>2/2"0#&2>2&+#0B2#\2,]3%)"0(#,.2#(%'6B0#,-02.;
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