Scaling the Spanish customer experience for Netflix in the US & LATAM

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.