We are Apex
Real people, extraordinary results
We are
Apex America
We are leaders in BPO and Customer Experience in Latin America, founded in 2003 by Argentine entrepreneurs.
With over 20 years of experience and 12,000 professionals across 7 countries, we are a strategic partner to more than 60 global companies. We have created a technological hub of excellence to unlock the human and professional potential of our teams, placing people at the center of everything we do.
We offer innovative solutions in Customer Experience Management, designing, implementing, and managing end-to-end solutions.
We focus on understanding the needs of our clients, ensuring that every interaction counts, driving brand loyalty, and increasing revenue for the companies that trust us.
Apex today
+20
years
+12K employees
+60
clients
17
sites
languages
5
countries
7
Agility and Speed
Flexibility
Innovation
Tailor made solutions
Proximity and Well Being
Our
Culture
Our
DNA
We are a diverse and committed team grounded in closeness, our distinctive competence, guiding our relationships and practices. It enables us to listen and respond to needs swiftly and flexibly.
Our mission is to form a group of people dedicated to making the world better.
Inspired by this vision, we work to create a positive impact in the communities where we operate through programs and initiatives focusing on diversity, equity and inclusion, impactful local social volunteering, and employability and professional development.
Our vision is to become a global Customer Experience organization specializing in Digital CX, with room to develop our maximum human and professional potential.
We strive to be the preferred partner for all our clients in all the services we provide.
Leaving the world better than we found it
This commitment not only contributes to the welfare and development of our communities but is also part of our core value proposition to employees, directly impacting their engagement and psychological contract with the organization.
Through these initiatives, we build diverse, equitable, and community-responsible teams, which translates to high levels of innovation and business profitability. This strategy directly enhances our value proposition to our employees, ensuring their engagement and loyalty.
We believe in social responsibility and sustainability, demonstrated through numerous programs and actions. Our strategy is deeply rooted in Corporate Social Responsibility, which is at the core of our value proposition.
Our approach to CSR is based on development and training, aiming to create change agents who positively impact the communities we are part of. Each of our team members embraces this mission, actively participating in programs on diversity, equity, and inclusion, as well as engaging in impactful local social volunteering.
is not just a statement; it's our way of doing business
Strategic Business Indicators
60%
71%
94%
of our decision-making positions are held by women, placing us 10% above the average.
87%
of our positions across the entire organization are occupied by women, which places us 21 percentage points above the average.
in the community impact dimension of the GPTW survey.
in the fairness dimension of the GPTW survey.
GENDER PARITY
GREAT PLACE TO WORK
CLOSENESS
Our
Values & Cultural Competencies
Respect
Respect is a central pillar of our company. We see it as a two-way street, where each of us has the right to be respected and the obligation to treat everyone in Apex with respect. We foster an environment where consideration and respectful treatment are essential in all our interactions, both internally and externally.
Commitment
Commitment is a fundamental premise of our organizational ethics. It is the responsibility of each of us to apply and develop a culture of compliance with the norms, responsibility, and exceeding expectations. We strive to apply individual and collective commitment to everything we do, from customer service to internal operations.
Being #1 from Our Customer's Perspective
We strive to be the best from our clients' perspective. Understanding and aligning with their expectations and needs transforms them into our goals. This approach drives us to achieve exceptional results and maintain valuable client relationships. Being number one is our methodology to ensure satisfaction and success in all activities.
ACCOUNTABILITY
TRANSFORMATIONAL LEARNING
Extraordinary Results for Clients & Employees
Technology
Innovation
Agile and fast implementation of Google Cloud technology.
Apex America is the only BPO partner of Google Cloud in the region.
With our methodologies and agile processes, we support our clients in designing end-to-end solutions based on their challenges.
Human
Centricity
Our model of operational excellence and well-being, based on industry best practices such as COPC and Lean, and a Data-Driven culture, enables us to achieve and sustain excellent results for our clients, as reflected in our satisfaction and referral indexes.
The well-being of our employees is a priority and our key differentiator.
The
Value Proposition
To evolve towards a sustainable organization
CONSISTENCY
To align with the interests of the business, employees, and customers.
COLLABORATION
To achieve results aligned with the perceptions of employees and customers
EXCELLENCE
To react quickly and eliminate the fear of error
ADAPTABILITY
GPTW 84%
1
2
3
4
CLOSENESS
CH 96%
Our
Non-Negotiables
Reporting
Proprietary digital solutions that connect employee and customer journey
Recruiting
Onboarding
Training
IVR
EX & Quality
On Call
Our
Suite of Tools
Ops
PEOPLE MISSION
Ensuring the Apex Culture Wherever We Are
Designing and deploying a close-knit cultural model oriented toward achieving results with maximum satisfaction of employees and clients.
HERO
(Salovey, Llorens, Cifre & Martínez, 2012)
“A healthy organization seeks to enhance human capital through employees' work, their psychological capital, and social capital in their external relationships.”
Healthy and Resilient Organization
Healthy Employees
Psychological Capital
Healthy Practices
Social and Structural Resources
Healthy Results
Excellence, Positive Community Relationships
Our Model
Leandro Phillips
CPO
Global Director of Experience & Well-being
Evelin Henry
Global Director of Culture
Natalia Cascardo
Compensation Manager
Yamile Ayán
Communications Manager
Silvina Lopes
Customer & Employee Analytics Manager
Florencia Peralta
Digital Experience & Process Design Manager
Gastón Marcone
People Project Manager
Claudia Agresta
Recruitment and Development Manager
Lucas Bustos
Sustainability, Diversity, and Inclusion Manager
Fernanda De Mora
HR Managers of countries (5)
People
Organizational Chart
Generating results & positive impact:
The Action Framework
Personalizing the Employee Experience through Digital Tools:
Listening to the Organization's Pulse & Clients Perspective:
Source: Top Employers Institute - People Global Trends 2023
To evolve towards a sustainable organization
CONSISTENCY
To align with the interests of the business, employees, and customers.
COLLABORATION
To achieve results aligned with the perceptions of employees and customers
EXCELLENCE
To react quickly and eliminate the fear of error
ADAPTABILITY
GPTW 84%
1
2
3
4
CLOSENESS
CH 96%
Our
Non-Negotiables
Qualitative comment analysis
Annual survey and pulse: Implementation detail
Payroll, structures and ad hoc questions
Preparation
Two pulse measurements are taken during the year, plus one complete measurement per year.
Measurement
Leaders are introduced to the process, planning and communication campaign to the company.
Awareness
Qualitative comments from open-ended questions are analyzed using ASA.
Reports are generated and results are communicated to the company
Results
Based on the results, leaders develop their own PDI and action strategies will be defined.
Action and Development plan
Leaders and ambassador accounts of our culture are celebrated.
Recognition
6
1
3
4
7
2
5
Results ›
Great Place to Work
💪
😍
😊
Pride
Emotional Affirmation GPTW
Overall Satisfaction
# Responses
% Participation
8964
86%
8591
87%
6608
83%
4879
81%
4810
88%
4016
86%
3624
85%
3167
84%
2831
76%
2608
79%
2606
79%
2061
76%
+11%
+32%
+23%
+6%
It is our Customer Experience management process, key to our Apex culture. It allows us to be close to one of the most important dimensions of our organization that gives meaning to what we do: Our clients.
It is a relevant instance that makes our distinctive competence tangible: Closeness. It allows us to generate powerful conversations to meet the expectations of clients who hire our services, generate satisfaction and be their #1 partner.
RI
96%
Promoter
We invite each new client to an Induction space in this process
INDUCTION
The leaders of the Operation carry out a self-assessment predicting the possible response, based on the link.
SELF-EVALUATION
Results in real time.
Transparency and speed in publishing results.
Analysis and insights.
RESULTS AND WORK PLAN
Two measurements are carried out a year, opening the listening space to learn about the experience and satisfaction of our clients.
MEASUREMENT
In the case of clients with negative evaluations, an intermediate measurement is carried out to know the evolution.
THERMOMETER
Monitoring the effectiveness of plans for B2B clients.
Committee as a methodology for reversing results.
MONITORING AND COMMITTEE
6
1
3
4
5
2
OS
96% T2B
What are our objectives?
Participation
100%
Client Handshake
› Results
💪
😍
😊
Participation
Overall Satisfaction
Recommendation index
Innovation�
How satisfied are you with the innovative suggestions we have presented to improve your business processes or services?
Technology�
How satisfied are you with the technological tools and technical support services we provide for your operation?
Communication�
How satisfied are you with the effectiveness and smoothness of daily communication from the team?
Team�
How satisfied are you with the operational team regarding their knowledge, capability, and commitment to results?
Change Management
How satisfied are you with the quality and response times our leaders provide to help you overcome your challenges?
Flexibility�
How satisfied are you with Apex's flexibility in supporting you through your business changes and challenges?
Performance�
How satisfied are you with the management of objectives and the effectiveness of your business results?
Customer Relationship
How reliable, close, transparent, and solution-oriented is our relationship?
We included questions related to 8 attributes that allow us to identify the specific level of satisfaction regarding these categories or aspects of the service.
Rating scale from 1 to 5 (1 being the lowest and 5 being the highest).
Client Handshake
› Attributes
Values
Being #1 from Our Clients' Perspective
Commitments
Respect
Cultural Competencies
TRANSFORMATIONAL LEARNING
CLOSENESS
ACCOUNTABILITY
Employee Engagement Model
Communication and Rituals Model
Client Engagement Model
Core Processes
Client Handshake
GPTW
Turnover
Absenteeism
Results
Our
Main Process Framework
Thank
You