Netflix aimed to strengthen its vendor network and continue to drive performance while ensuring business continuity through diversified delivery locations. A key focus was serving its large Spanish-speaking customer base across Latin America and the United States without compromising service quality or operational resilience.
Netflix sought a partner with the ability to deliver flexible, scalable solutions while aligning with its high standards for service quality and operational reliability.
Netflix and Konecta partnered for Spanish-language customer support across Latin America and the United States, allowing Netflix to balance performance and risk by leveraging Konecta’s presence in strategic locations, including its state-of-the-art facility in Lima, Peru. Konecta’s solution combined operational excellence with cultural synergy to deliver high-quality, scalable service, and a strong alignment with Netflix’s values.
Konecta’s Approach
Comprehensive Capability Assessment: Netflix evaluated Konecta’s delivery locations, pricing models, and operational capabilities.
Operational Transparency and Cultural Alignment: Netflix’s regional team visited multiple Konecta sites, confirming the company’s alignment with Netflix’s culture, diversity, and employee engagement values.
Strategic Partnership for Continuous Improvement: Konecta committed to being a strategic partner focused on driving continuous performance improvement, with a strong emphasis on enhancing key metrics to ensure sustained service excellence.
Scalable Delivery Model: Konecta’s Lima, Peru facility provided flexibility to scale services and maintain high-quality support.
Konecta swiftly implemented a strategic plan to launch Spanish-language customer support for Netflix, achieving rapid deployment through a carefully structured and scalable approach that delivered impressive early outcomes.
Efficient Recruitment and Training Model:
- Implemented an efficient recruitment and training model with phased hiring and training cycles.
- Leveraged experienced internal resources from Konecta, ensuring strong cultural alignment from the outset.
- Continuous feedback loops optimized recruitment and training processes.
Positive Early KPI Performance:
- Initial performance metrics indicate high customer satisfaction (C-SAT) and strong progress toward First Call Resolution (FCR) targets.
Future-Ready Service Expansion:
- Konecta is set to extend support channels to chat-based interactions, further enhancing service reach and responsiveness.
Strong Cultural Integration and Partnership:
- Close collaboration with Netflix, including site visits, fostered cultural alignment and a shared commitment to excellence and customer focus.
- Cultivated a high-performance culture within Konecta, emphasizing continuous improvement and shared goals across all vendor partnerships.
Konecta’s agile execution and commitment to excellence have positioned it as a strategic partner in Netflix’s vendor network. The combination of measurable KPI progress, scalable growth, and cultural alignment has laid a solid foundation for long-term success in delivering high-quality, Spanish-language customer support across the Americas.
