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31 May 2011

Coca-Cola FEMSA Invests 3 MD Technologies and Innovation for Customer Service


Tuesday, 05/31/2011, 3:37:08 pm

• The Call Center has the capacity to employ 250 people directly, and serve more than 10 000 calls per day of customers in Mexico City, Mexico as state, Puebla, Tlaxcala, Guanajuato, Michoacán, Veracruz, Tabasco, Oaxaca and Chiapas
• The operations and processes prior to the Call Center have been certified since 2010 under the Standard of Excellence in Call Centers supported by the Mexican Institute of Teleservices, and for the past 4 years has been recognized with National and International awards about Customer Service, Social Responsibility and Human Resources

Tlalnepantla, Estado de México., May 30th, 2011.- Coca-Cola FEMSA, the biggest bottler of Coca-Cola system worldwide in terms of sales volume, inaugurated a Call Center for Mexico, equipped with advanced technology and the capacity to serve more than 10 000 calls per day of its customers in Mexico City, Mexico as state, Puebla, Tlaxcala, Guanajuato, Michoacán, Veracruz, Tabasco, Oaxaca and Chiapas.

"At Coca-Cola FEMSA, we are committed to create economic and social value simultaneously in the communities where we operate. We are so proud to inaugurate today the Call Center, which represents an investment of over $ 3 million, and that means the creation of 250 jobs," said Carlos Salazar, CEO of Coca-Cola FEMSA, during opening ceremony, which chaired with Mr. Ernesto Silva Almaguer, General Manager of Coca-Cola FEMSA Mexico.

The technology and talent of the Call Center provides integral and direct and personal attention to the Coca-Cola FEMSA customer concerns, such as: services requests, cooling reports, information about products and services of the company. The service that the call center operators will provide, will complement those already provided by the pre vendors.

Operations and processes prior to the Call Center have been certified since 2010 under the Standard of Excellence in Call Centers supported by the Mexican Institute of Teleservices. The Center has also won national and international awards over the past 4 years about Customer Service, Social Responsibility and Human Resource, among others. 

"Through investments and initiatives like this, Coca-Cola FEMSA reaffirms its commitment to satisfy our customers and consumers, create jobs and contribute with the national development. We are pleased to note that the facilities were planned and built for people with disabilities, as we seek to foster an open and inclusive environment where our people feel highly motivated, aimed at boosting productivity and committed to business success“ said the General Manager of Coca-Cola FEMSA Mexico, Ernesto Silva Almaguer.

Coca Cola FEMSA Mexico has been awarded a Socially Responsible company for 7 consecutive years by the Mexican Center for Philanthropy (CEMEFI) due to our commitment to quality of life in the company, community engagement, health and wellness, and environmental care.

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About Coca-Cola FEMSA
Coca-Cola FEMSA produces and distributes Coca-Cola, Sprite, Fanta and other brands of The Coca-Cola Company in Mexico (a substantial part of central Mexico, including Mexico City and southeast Mexico), Guatemala (Guatemala City and surrounding areas), Nicaragua (nationwide), Costa Rica (nationwide), Panama (nationwide), Colombia (most of the country), Venezuela (nationwide), Brazil (São Paulo, Campinas, Santos, the state of Mato Grosso do Sul, the state of Goias and Minas Gerais) and Argentina (Capital Federal, Gran Buenos Aires and surrounding areas), along with bottled water, juices, beer and other beverages in some of these territories. The Company has 31 bottling facilities in countries where it operates in Latin America and serves more than 1 million 500 thousand businesses in the region. The Coca-Cola Company owns 31.6% equity interest in Coca-Cola FEMSA.

More information:
Carolina Alvear
FEMSA – Corporate Communications,
+52 81- 8328 6273
carolina.alvear@femsa.com.mx

Carlos A. Velázquez
FEMSA Corporate Communications
+52 81 -8318 1975
Carlos.velazquez@femsa.com.mx   

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