What Center Quest Is and Where We're Headed

Every month we answer more than 200,000 inbound calls for our clients. We place another 150,000 outbound calls on their behalf to collect invoices and sell equipment. Over three years we resolved more than 125,000 back-office cases for one of them. And through a sales channel that didn't exist before we built it for another, more than 1,500 cell phones and plans are now sold by phone every month.

Those numbers are Center Quest, and every one of them belongs to a client's operation. This is the first post on our blog, and we want to use it to explain what we do, how we do it differently, and where we're going.

What we do today

Center Quest is a Dominican company with three lines of business that feed each other.

Contact center. Customer service, phone sales, and collections, inbound and outbound, for clients in the Dominican Republic and the United States. We run on real-time metrics: at any moment we know how many calls are coming in, how long they're waiting, and who is resolving them.

BPO and back-office. Claims management, case processing, reconciliations, and reporting. It's the work nobody sees but that decides whether a customer keeps trusting a brand after something goes wrong. This is where we handle, for example, the full case operation for one of our largest clients.

Software development. We build the tools our operations need, and increasingly the tools our clients' operations need. Over the years we've developed more than ten different systems and modules to run a business end to end: human resources and payroll, digital time and attendance, accounting, order management, delivery logistics, ticketing and claims management, multi-location management with maps and per-site metrics, omnichannel customer service over WhatsApp and other channels, real-time operational dashboards, and reporting. Each one was built to solve a problem we were already living inside a real operation. When a client needs a custom platform, we don't start from zero: we assemble it from modules that have already handled volume, and the client ends up owning the code, the configuration, and the data.

How we do it differently

Most contact centers sell seats: you pay per agent, per hour, and you get people with a phone. We don't sell seats. We build operations.

The best example is our work with a client we've been supporting for four years. When we started, that channel sold only in physical stores. There were no phone sales, no logistics system to deliver the device to the customer, and no customer data being captured at all.

We didn't just put agents on the phone. We designed the entire process: the sales script, the system that records every order, the logistics that get the device to the customer's door, and the payment collected at delivery. Today that client's channel sells more than 1,500 plans a month, 95% of activations stay current, and fewer than 8% of customers disconnect after the sale.

That's what building an operation instead of renting people means: the client ends up with a sales channel it didn't have, data it wasn't capturing, and a system it owns.

Where we're headed

The BPO industry is changing, and we believe it's changing in our favor.

Artificial intelligence already handles the repetitive tasks of a contact center well: classifying a case, transcribing a call, answering a frequent question, preparing a report. What it doesn't do is design the operation, decide what to automate and what not to, and answer to the client for the result. That's where a company with years of real-volume operations earns its place.

Our bet is clear: operations powered by our own software and AI, with the judgment of a team that knows what happens when 200,000 calls arrive in a month. We're investing in three concrete things:

1. Automation with data custody. Every process we automate is designed so that our clients' information, and their customers' information, stays where it belongs, in compliance with Dominican regulation and with the standards our U.S. clients require.

2. Our own products. The tools we built to run operations are becoming software other companies can use, starting with omnichannel customer service.

3. Nearshore from the Caribbean. The Dominican Republic shares a time zone with the U.S. East Coast, has bilingual talent, and has telecom infrastructure we've already proven at scale. We want more North American companies to discover it.

Who's behind it

Center Quest is a team, led by me Michele Podesta Mastrolilli, made up of people who like problems. Not in the abstract: people who get a tangled case, a process nobody has mapped, or a channel that doesn't exist yet, and want to be the ones who fix it. That's the hiring filter, and it's the reason the name fits. Each part of the team exists to handle one stage of a client's operation.

Front office. The people on the phone and on the chat: they receive complaints, resolve requests, collect payments, and sell. They're the ones behind the 200,000 inbound and 150,000 outbound calls every month, and they work with real-time metrics on every interaction.

Back office. The problem-solvers. When a case can't be closed on the first contact, this team investigates, coordinates with the client, and resolves it: claims, reconciliations, disputes, and the 125,000+ cases we've handled for a single client.

Software development. A team of ten developers, all specialized in working with artificial intelligence. They build and maintain the ten-plus systems and modules we run, automate what should be automated, and design the tools our clients end up owning.

Human resources. A dedicated HR team that recruits, trains, and retains the people above. In this business the operation is only as good as the people running it, and keeping a stable, well-trained team is the difference between a contact center that works and one that churns.

Together, these teams are what allows Center Quest to build an operation instead of renting seats: every problem a client brings has someone whose job is to solve it.

Over the coming weeks we'll publish the full case study on the phone sales channel, a guide to choosing a contact center in the Dominican Republic, and what we learned resolving 125,000 cases for a single client.

Why "Center Quest"

The name comes from my father. His name is Jhonny, and since he was a kid everyone called him Jhonny Quest. The nickname stuck for life, and when it came time to name the company, there was no other option.

But the name also says what we are. A quest is a search for a solution, and this is a center built to resolve problems: a place where people bring us their quests, the tangled processes, the channels that don't exist yet, the operations that need to be built, and we take them on gladly.

Have an operation that needs building?

If your company handles call, case, or collections volume and you feel you're paying for seats instead of results, let's talk. An initial assessment costs nothing and ends with a concrete proposal.

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