Grupo Utopia Consulting Services

Opening Doors, Creating Opportunity!

Who Are We…

• Founded by David Anderson, “Father,” of the Call Center Industry in Costa Rica.

• Eight years of providing Technology Solutions and Consulting to Local Companies

• Strong Alliances and Relationships• IBM• Cisco• HP• Intel• Palm• ICE (National Phone Company)

• Free Zones• Government• Banking

Who Are We (Continued)…

• Over 25 Years Executive Management Experience in Developing World Class Operations• Packard Bell Electronics• Acer• Hyundai (Axil Computers)• MCI Systemhouse• EDS• Numerous Start-ups in Silicon Valley

Who we are (Continued)

• Extensive Government and Private Industry Contacts

• Expertise in Local Industry, Tourism, Local law

• Bilingual (Joint owned Costa Rican and American)

• Ran like an American Company, with Regional touch and contacts

What we offer

• Call Center Consulting Services• Specializing in Project Management

• Infrastructure Design and Sizing• Vendor Selection and Negotiation• Telecommunications Planning

• Operations Planning• Policies and Procedures Development and Manuals• Staffing Requirements• Recruitment• Training Services

• Sales and Marketing Development• Marketing Strategy• Client Recruitment Assistance• Pricing Modeling

Business Practices and IT Consulting

• Business Practices• Human Resources Development

•Training• Time Management• Leadership• Basic People Management

•Motivational Programs

• Information Technology•IT Upgrade Project Management•System Design•Mobility Applications

Case Study – Café Britt

• One of Costa Rica’s Largest Tourism based companies

• Challenge• Outdated Phone System• Poor Sales Force Management• Outdated eCommerce System

• Utopia Solution• Reviewed Phone System needs and helped Britt determine appropriate system for their Service Organization and Business needs

• Managed complete redesign of Sales Force Management and eCommerce System (Web Site)

Case Study -ITS

• Costa Rica’s Largest Domestic Call Center and IT Consulting Firm

• Challenge• Poorly trained call center management team

• Desire to penetrate U.S. Market• Utopia Solution

• Developed custom training program for ITS, focused on developing Management Skills and understanding of American Market

Case Study - ICS

• Outsourcing Call Center in Guatemala• Challenge

• New organization with ZERO Call Center experience

• Limited Budget• Tough and established local competition

• Utopia Solution• Worked directly with client to establish near turn key solution

• Developed sales and marketing plan and policies and procedures

Case Study – Aspire Americas

• New Call Center Project for Limon, Costa Rica

• Challenge• Limited funding and expertise• Non Call Center centric Costa Rican location

• Utopia Solution• Pre-Implementation Consulting Services

• Business Plan Development

Case Study – Outsourcing Administrativo

• Online Casino• Challenge

• Poorly Trained and Motivated Staff and Management Team

• Utopia Solution• Extensive Management Training• Organizational Development Services• Restructuring Consulting Services

Case Study – Supra Telecom

• Large Outsourcing Call Center• Challenge

• At the time a new organization with numerous operational challenges

• Utopia Solution• Call Center Consulting Services

Customer Profile

• Call Centers• Small to Medium Businesses with dependence on Technology

• Service Organizations• Startup Organizations of any type

Why Utopia ?

• Global experience with local touch• Global Contacts and Relationships• International Reputation for Customer Service Organizational Development

• Strong Regional Market Presence• Cost Effective• Bi-Lingual • Strong Reputation in Local Market

Contacts and Alliances

Cost

• Cost Effective• Prices are flexible and based on Length/Scope of assignment

• Consulting Services Available on Fixed or per hour basis

• Services available on Hourly, Weekly or Monthly basis

We are not Brokers, and are not interested in "finding clients," for companies that I have not personally worked with. Please do not send me emails asking me to help your small, "or large," call center to find clients, unless you are interested in working with us on evaluating and developing your operation. I get at least three of these inquiries a week and I would like to ask that you consider that the success of my organization and my own personal credibility depends on me knowing and being able to vouch for the organizations and individuals I recommend. We do not "blind sell," operations to our network based on marketing materials and websites. Nor are we to be considered extensions of your own sales and marketing organizations. Our goal is always to connect qualified partners based on having worked with and being able to vouch for each organization we work with. We do this not as a service but as a courtesy to partners and clients whom we have established relationships with and have confidence in. Again we are NOT a BROKER.

Thank you for understanding.

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