memoria 2011 grupo digitex

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2011

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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.

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MAIN FIGURES

Principalescifras

5

Número de empleados del GrupoNUMBER OF GROUP EMPLOYMENTS

REVENUE (million euros)

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MEMORIA ANUAL GRUPO DIGITEX

ANNUAL REPORT GRUPO DIGITEX

WWW.GRUPODIGITEX.COM

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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

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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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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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19

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Propuesta de ValorVALUE PROPOSITION

Actividad comercial

COMERCIAL ACTIVITY

Actividad

Entre los clientes de lacompañía seencuentran lasprincipales blue chip enEspaña y Latinoamérica.

ACTIVITY

PRINCIPALES CLIENTES


!"#$%&'()*+,-$%.-/&'#0$(&0/1&23&3*%2.4#-$/"#$2)05#-/$62.#$%"3($%&'()*3#-3*$7()3*$)*4$8)/3*$9'#03%):

MAIN CUSTOMERS

Principalesclientes



21

TECNOLOGIA FINANZAS INDUSTRIA AA.PP. OTROS

TECNOLOGY FINANCE INDUSTRY P.A. OTHER

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


!"#$%&'$()'*+',-.#)'/0'1$)(/#,2'/"#3/45.%,'1.)')5-3$.6$7-8'$%'(1-$456-4-%(.($/%'/0'(1-'4/)(3/45-($($9-'.%8'8,%.4$3/"()/"#3$%&'5#/:-3()'/0'(1-';")$%-)).3($9$(,<

2011 MAIN PROJECTS

Principalesproyectos



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

!"#"$%&'%(')*$+),-%.$%'/012%%310'%($0)$4#"*1'3%'50+/16%,%78."*)'9'%&*,+("21'%.'3%$%0-".)31('/01*%(1(:

;<('3%'=:>>>'/%0(1.)('$0)?)@).31'%.'%,'/019%*$1:

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H1(%%-1('+.'%,%2)31'*1.1*"-"%.$1'3%',)'1/%0)*"8.E-)/)'3%')/,"*)*"1.%(E'A%00)-"%.$)('9'(%02"*"1('3%7"."31(%.'%,''/1071,"1'3%'/013+*$1('3%'6%,%78."*)E',1'F+%'0%3+*%),'-I."-1'/1("?,%'.+%($0)'*+02)'3%')/0%.3"G)@%:

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


!"#"$%&'"(')*++%,$-.'/+*01'2%-%34,")5'($+5$%#")'5,6%&)-*("7%'7%,61+'31+'(0%)"3")'0+1)%((%(8

97%+':;<<<'",6"7"6*5-('=1+>",#'",'$?%'0+1@%)$8

!"#"$%&'?5('A%%,'+%,6%+",#'(%+7")%('$1'/+*01'2%-%34,")531+'17%+'BC'.%5+(8'2?+1*#?1*$'$?"('0%+"16;'=%'?57%="6%-.'0+17%,'1*+')505)"$.'$1'D5,5#%'5,6'6%7%-10-5+#%'0+1@%)$(;'1*+'-1.5-$.'$1'$?%'/+1*0;'5,6'1*+'7%+.D*)?E500+%)"5$%6'0+15)$"7%'5$$"$*6%;'$?5,>('$1'=?")?=%'?57%')1,$",*%6'$1')110%+5$%'5('5'$+*($%6'5,6')-1(%05+$,%+8

F%'?57%'#5",%6'5'A+156'",("#?$'",$1'2%-%34,")510%+5$"1,(;'500-")5$"1,'D50;'$11-('5,6'(%+7")%('01+$31-"1;=?")?'D","D"G%('1*+'-%5+,",#')*+7%8

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



25


2011 MAIN PROJECTS

Outsourcing Help Desk

Activities

!"#$%%&'#()*+,#-./.012#31#4,"5.1)01##1"#16#7."/61#8,."0,9#:,"0;40#<78=:>#+;);#*3*;).,3#9.";613#?1#6;3+)."4.+;613#!@+)13;3#:6.1"013#?1#ABC#1"#6;#)13,6*4.D"?1#3*3#7,6.4.0*?13#?1#71)5.4.,E#:,"3*60;3'#A"4.?1"4.;3,#810.4.,"13F

GH%#+,3.4.,"13#,+1);0.5;3F

I;).,3#4;";613#?1#)141+4.D"#?1#."4.?1"4.;3#J#+10.4.,"13?1#*3*;).,3E

#K16L9,",#:,))1,#16140)D".4,#8,)0;6#M1N#O*0,31)5.4.,#?1#K.4P10."/

Actividades

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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

!"#$%%&'#()*+,#-./.012#314561#071#8."/91#:,."0#,;<,"0540#=8:><?#;,)#;."59#*@1)@#,;#071#65."#!AB#<9.1"0<,6+5".1@'#0,#+),C.D1#5#)1@+,"@1#0,#81)C.41E1F*1@0@G#!"F*.).1@'#!"4.D1"0@'#,)#E1F*1@0@H

IJ%#,+1)50."/#+,@.0.,"@H

81C1)59#*@1)#."4.D1"0#5"D#)1F*1@0#@*36.@@.,"475""19@G

K191+7,"1L9140),".4#B5.9M13#:,)059K.4N10."/#819;O81)C.41

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


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


!"#"$%&'()**%+$,-'%./,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



27


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%)*+$0$.+


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


!"#"$%&'()*)#%+',"$-'.*/%+)'/"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



29


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,?$700*&,#(2#:%2,&/"#<.5(++(*2+3#!B,%&2/"#H2G7(&(%+3/2.#!5%&4%2)6#/&%/+?H2+,/""/,(*23#)*28(47&/,(*23#/2.#5/(2,%2/2)%#*8.(88%&%2,#%G7(05%2,#/2.#0&(2,%&+#8*&#8"/E"%++&722(24#*8#$%"%2%?


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


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,=+&'&#89,:#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,*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+,*'&#1+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'&#5,#3+4+5'6#0*&0*/S'9'&#>E#+5/#Y'"?#<5088B



31


2011 MAIN PROJECTS

Servicio de Atenciónal Usuario

Sector Administraciones Públicas

!"#"$%&'()%*+'%,')*"-%*'."/%,'0%'1()(*$%'%.',+'#%1$"2.3'*%1(,45"2.'0%'".5"0%.5"+1'36('5(.14,$+1')+*+')*)#*+-+13'1%*/"5"(1',+.7+0(1'3'+',+.7+*')(*'8%09%1'04*+.$%'%,)%*"(0(':;;<=:;>>9

?,'@%*/"5"('0%'A$%.5"2.'+,'B14+*"('$"%.%'5(-('(CD%$(E

!"-%.1"(.+*',(1'1"1$%-+1F'%.'#%.%*+,F')+*+',+2)$"-+')*%1$+5"2.'0%,'@%*/"5"(9G-),%-%.$+*',(1')*(5%0"-"%.$(1'3'+*#4-%.$+*"(1.%5%1+*"(1')+*+'*%1(,/%*',+1'5(.14,$+1'('".5"0%.5"+1H4%'1%'I+3+.'*%)(*$+0(98%+,"7+*'5(.$+5$(1')+*+'#%1$"(.+*'%.54%1$+1'0%5+,"0+0'3'5(.(5%*'+1J'%,'#*+0('0%'1+$"1K+55"2.'0%,(1'414+*"(1'0%,'@%*/"5"(9

!"#"$%&F'%.'0%K"."$"/+F')*%1$+'4.'@%*/"5"('0%'L+,"0+0'H4%)*()(*5"(.+'4.+'2)$"-+'+$%.5"2.'+',(1'414+*"(19G#4+,-%.$%'#%1$"(.+',+'*%1(,45"2.'0%',+1'".5"0%.5"+114*#"0+19

!"#"$%&'()%*+$%,'$-%'."*,$'/%0%/'(.',1))(*$'"2'"23"4%2$'+245(*"261"*7'8+2+#%8%2$'+24',(/0"2#'.(*'+/*%+47'/+123-%4'+241)3(8"2#')*(#*+8,'+24',%*0"3%,'(..%*%4'97':%4;%,'.(*'$-%<==>?<=@@')%*"(4;

A-%'(9B%3$"0%,'(.'$-%'C,%*'D+*%'E%*0"3%'+*%F

A('4"8%2,"(2',7,$%8,G'"2'#%2%*+/G'.(*'+2'()$"8+/)*(0","(2'(.'$-%'E%*0"3%;A('"8)/%8%2$'$-%')*(3%41*%,'+24'9+$$/%'3+*4'*%61"*%4$(',(/0%'*%)(*$%4'"261"*"%,'(*'"23"4%2$,;A('4%0%/()'61%,$"(22+"*%,'$('8+2+#%'61+/"$7?)(//"2#)*(3%,,%,G'+"8%4'+$'#+$-%*"2#'"2.(*8+$"(2'(2'$-%/%0%/'(.',+$",.+3$"(2'(.'E%*0"3%'1,%*,;

A-1,G'!"#"$%&')*(0"4%,'+'H1+/"$7'E%*0"3%'+"8%4'+$'#*+2$"2#+2'()$"8+/',%*0"3%'$('3"$"I%2,;'J$'+/,('8+2+#%,'$-%',(/0"2#)*(3%,,'.(*'+27'."/%4'"23"4%2$;

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


!"#$%&'%#($#)*+,'-'#$.'%)(,"/'0*'11'"*'2#)"#3.'%)(,$"#)"&45)1,(6#$7#8'%-,*'#9$&'1#,:)..1,'&2#;,(+#(+'#+5<)"#(')<%'=5,%'&#($#%'"&'%#$.'%)(,"/,<.%$-'<'"(:#)"&#,"*%'):'#*$:('77,*,'"*6>

QUALITY ASSESSMENT

Certificacionesde calidad



33

Digitex cumple con altos estándares de calidadDIGITEX FULFILLS HIGH QUALITY STANDARDS

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OTHER CERTIFICATIONS

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Estructura

STRUCTURE

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Estructura

STRUCTURE

BPO CENTERS


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BPO CENTERS

Plataformasde operación



37

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Plataformas de operación

BPO CENTERS

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39


BPO CENTERS

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41


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OPERATION PLATFORMS

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Estructura

STRUCTURE

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TECHNOLOGICAL STRUCTURE

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47

Estructura tecnológica

TECHNOLOGY STRUCTURE

VMWARE HP INVENT MICROSOFT CISCO SYSTEMS

.NET (MICROSOFT) ORACLE IBM META 4

AETIC SUN AVAYA COMPAQ

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El gran incremento de laplantilla en estos años esel resultado de la fuerteexpansión del Grupo enAmérica Latina.

Estructura

STRUCTURE

PERSONAS


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INDIVIDUALS

Personas



49

Evolución Empleados Digitex

DIGITEX EMPLOYEES EVOLUTION

Empleados por Área Geográfica

EMPLOYEES BY GEOGRAPHICAL REGION

SPAIN23,7%

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Todos los trabajadores deGrupo Digitex comparten unavisión común y una identidadcorporativa única.

Estructura

STRUCTURE

FORMACIÓN


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Service

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Formación



51

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ProcedimientosHerramientasy MediosTécnicosProceduresTools andTechnical Means

ImplantarmejoresprácticasImplementationof bestpractices

Mejora de lacalidadQualityimprovement

Satisfacciónde los clientesCustomersatisfaction

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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


Plan de Formación 20112011 TRAINING PLAN

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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.

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53

Formación

TRAINING

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!"#$%&'()@#2"#,?'2&&,(#/,02.),(#"2$2(,.),(#3,.,#2&#9'2"12(2/32A%#12#('#3'2(0%#12#0.,9,5%#7#?'2#(2$%"()12.,.%"#'",#"2$2()1,1;#<2#.2,&)4,.%"#,$$)%"2(-%./,0)>,(#2"$,/)",1,(#,#0.,9,5,.#&,(#B,9)&)1,12(#7#,12(,..%&&,.#&,(#$%/3202"$),(#0=$")$,(#"2$2(,.),(#3,.,#('3'2(0%;

*"+%&'()@#?'2#"%#)/3&)$*#"2$2(,.),/2"02#2"#0%1%(#&%($,(%(##&,##3.%/%$)*"#>2.0)$,&#12"0.%#12&#%.6,")6.,/,+()"%#?'2##0,/9)="#B'9%#/%>)&)1,1#B%.)4%"0,&#12#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;

2 3 4 5 6 7

Fases para planificacion de la carrera profesional y necesidades de los empleados

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NPG<!G<QFR#IF<G!N!<JLFL!<L!M!NMFLF<#NPGIF<#HR!F<#K#IP<L!DFRMFS!GMP<FT!NMFLP<;

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NPGT!NNJPGFR#IP<DRPVRFSF<#WQ!L!<FRRPII!G#IP<DIFG!<!IFUPRFLP<;DQUIJNFNJOG#L!IDRPVRFSF;

L!<FRRPIIFRIF<#FNNJPG!<TPRSFMJXF<DRPVRFSFLF<;

!XFIQFRR!<QIMFLP<;

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FGFIK<J<#FGLL!M!NMJPG#PTG!!L<;

FVR!!#PGL!M!NM!L#G!!L<ZJM[#FTT!NM!LFR!F<#FGLL!DFRMS!GM<

!IFUPRFMJPGPT#MRFJGJGVDIFG<;

DR!DFRFMJPG#PTM[!#DRPVRFS<L!X!IPDJGV#<FJLMRFJGJGV#DIFG<;DQUIJNFMJPG#PT#M[!DRPVRFS;

L!X!IPDS!GMPTDRPVRFSS!LMRFJGJGVFNMJPG<;

R!<QIMF<<!<<S!GM;

!<MFUIJ<[#FGLL!X!IPD#FTPIIPZ#QDDIFG+#JG#PRL!RMP#F<<!<<R!<QIM<#JG#M[!SJL#FGL#IPGVM!RS;

1

PHASES FOR THE PLANNING OF THE PROFESSIONAL CAREER AND EMPLOYEE NEEDS

U,(21#%"#0B2#$B,"62(#,--2$0)"6#0B2(2#6.%'3(+#0B2#-%&&%\)"63B,(2(#\2.2#12-)"21@

0#%')').1#)"#('952$0(#$%"()12.21#"2$2((,.7#-%.#0B2#3.%32.12>2&%3/2"0#%-#,#5%9#,"1#\B)$B#\2.2#$%"()12.21#0%#92#,"2$2(()07;#M.,)")"6#,$0)%"(#\2.2#12>2&%321+#,)/21#,0)/3.%>)"6#(])&&(#,"1#12>2&%3)"6#0B2#02$B")$,&#$%/3202"$)2(.2?').21#-%.#,#5%9;

*"+%+'")1#\B)$B#1)1#"%0#"2$2((,.)&7#)/3&7#)"#,&&#$,(2(>2.0)$,&#3.%/%0)%"(#\)0B)"#0B2#%.6,")4,0)%"#$B,.0+#9'0#,&(%0B2#B%.)4%"0,&#/%>2/2"0#%-#3%()0)%"(#\)0B)"#0B2#(,/2B)2.,.$B7;

!"22"34/51#D2.-%./,"$2#,((2((/2"0#%-#0B2#1)--2.2"03%()0)%"(;#M.,)")"6#,$0)%"(#\2.2#,((2((21+#,"1#(%/2#\2.2-%'"1#"%0#0%#B,>2#922"#2--2$0)>2;#T%.#0B)(#.2,(%"+#0B2$%..2(3%"1)"6#$%..2$0)>2#,$0)%"(#B,>2#922"#3&,""21#-%.0B)(#72,.#CD.%52$0#$%'.(2E;

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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2011

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memoria 2011 grupo digitex

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