Contact Center sp. z o.o.€¦ · Company and services presentation. 2 About us Our solutions Why...
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1 Contact Center sp. z o.o. Company and services presentation
Transcript of Contact Center sp. z o.o.€¦ · Company and services presentation. 2 About us Our solutions Why...
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Contact Center sp. z o.o.
Company and services presentation
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About us
Our solutions
Why Contact Center?
Case studies
Customer portfolio
Contents
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Network of locations:
Associations:
Awards:
Get to know Contact Center, the company that’sfocused entirely on your customers, theservice they experience and building relations, that drive future growth for your business.
Integrated solutions
Cutting-edge technologies
Tangible results
About Contact Center
No. 1 on the BPO contact center market in Poland
12 years of experience
Hundreds of successful projects
100 mln calls a year
Over 2200 seats
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Our solutions help clients optimize costs and increase revenues
We support companies in their business processes involving sales and customer care
We are keeping the highest standards of data security and confidentiality
Our development is credited to highly qualified team of professionals
Project management diagram
Client(contractor)
Key Account Manager
MonitoringTraining Dep.
Project Manager
Operations Management Dep.
IT Department
Terms of cooperation
Keeping operational
control over project
Our approach
Business means contact!
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Steady process of building skills and experience pays
dividends in new
projects
AgentsTeam
LeadersMonitoringIn
tern
al re
cruitm
ent
Exte
rnal re
cruitm
ent
Other support positions
Management
Trainers ITProject Manager
Our team
Contact Center has experienced
experts in numerous specialties
We offer career paths and opportunities for professional growth
and development
Click and see a video
–”How is it to work
at Contact Center?”
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We double the effectiveness of telemarketing campaigns compared to standard solutions
Reports
RecordingsComputer Telephony
Integration
Automatic Call Distribution
Predictive Dialer
Client
How we run our business?
Training courses
Multi-channel communication (phone, email, SMS, IVR)
Integration with client’s CRM system
Effective management of calls traffic and Agents working time
Best in class IT systems
(Genesys, NICE, ReDat)
Cloud solutions
Call recording and tracking Agents' activities
Detailed operational reports
Operational data analysis and amendments implementation
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Customer
CareSales Professional
Services
Telesales
Sales support
B2B/ B2C lists rental
Inbound service lines
Service Desk
Contests and loyalty
programs
Marketing research
Social media services
Business consulting
Accounts Receivable
Management
Recording studio
Mass printing
Virtual CC – contact
center in the cloud
Complementary
Services
Our outsourcing solutions
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Sales
Our outsourcing solutions
Appointment setting
Lead generation
Telesales of products and services and customer acquisition
Database verification and updating
B2B/ B2C direct marketing lists search and rental
Cross- and up-selling
Information campaigns
Welcome calls
Follow-up callingBringing together advanced technologies and well-prepared staff enabled us to
accomplish our challenging business goals„
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S. Kulesza, BRE Bank S.A.
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Customer Care
Our outsourcing solutions
Call answering services
IT Service Desk
Orders taking and complaints handling
E-office (virtual receptionist)
Consumer contests, promotions and loyalty programs
Overflow handling / Out-of-Hours
Backup call center
Multilingual services
I would like to express my satisfaction with the customer service campaign realized with a team of CC during the Euro 2012„
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P. Correia, UEFA
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Complementary Services
Our outsourcing solutions
Seats rental at CC locations / providing IT resources in client’s location (contact center in the cloud)
Recording studio - voice announcements, recordings for telephone switches, prompts for the IVR
Telephone payment system via IVR
Mobile marketing – ads, contests, mass SMS sending
Mass printing
Mass mailing
Paper and electronic mail handlingThanks to flexibility and engagement
of a project team, we were able to create a positive environment of collaboration
and reach common goal – users satisfaction.„
”
J. Flak, Brother Polska sp. z o.o.
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Professional Services
Our outsourcing solutions
Marketing research: Marketing surveys and opinion polls, evaluating advertisement campaigns, Customer satisfaction research, mystery shopping
Social media communication services
Business consulting
Accounts Receivable Management
Great care and individual approach to customer’s needs are those practices
of CC that should be underlined. „
”
J. Misztal, Makro Cash & Carry Polska S.A.
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Transparent proposal and attractive pricing
Operational efficiency
Bespoke solutions tailored to your requirements
Cutting-edge technologies & best practices
The highest security standards
we’re helping you win customers
assure sales and revenue increase
provide operational cost reduction
we let our clients to concentrate on their main business tasks
flexibility in resource management
guaranteed continuity of operations
Boosting effectiveness of customer service operations
Why Contact Center?
Flexibility in cooperation
We meet business goals for our clients
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Project for one of the biggest provider of country-wide loyalty program
• Inbound calls handling from business customers and individuals
• Contact via phone, email, paper correspondence
• Dedicated trainings for two teams - Front Office and Back Office.
• Scalability of seats to the number of calls using hour intervals
• Extended security standards including: separate, monitored rooms, access restrictions – entrance only for authorized employees, standby system ensuring continuous operation
• Leveraging partner’s application for customer interaction registry and CC systems for inbound traffic reporting
• Very high SLA rates, e.g.:
• systems availability -> 99,7%
• SL (20 sec.) -> 91% for goal 78%
Case study – inbound & back office
Tasks Contact Center’s solution
Results
• Continous cooperation from Oct. 2009
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Project for a one of the leading insurance company
• Telesales of insurance policies
• Fulfill high sales targets
• Handling of the whole sales process
• Extended trainings and gathering proper permissions for Agents to sale life insurance services.
• Preparing and coordination of sales stages: customers data collection, sending contracts, provision of signed contracts to the partner
• Ensuring the highest standard of personal data protection
• Continuous monitoring and coaching together with the partner
• Steady growth of sales effectiveness
• Sales target exceeded by 12%
Case study – telesales & back office
Tasks Contact Center’s solution
Results
• Widening the scope of cooperation -> better results than alternative call centers
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Project for a one of the leading companies in the pharma industry
• Preparing contact database to several thousands pharmacies
• Communication of promotion for dietary supplements
• Telesales and orders taking
• Pharmacies database filtered in accordance with customer’s wishes
• Organization and running of mailing campaign with promotional product catalogue
• Follow-up calling and active sales
• Time synchronization of mailing and telemarketing campaign in order to minimalize sales results
• Orders taking integrated with customer’s CRM system
• Increased brand and product awareness
• Product introduction to dozens of new pharmacies
Case study – telesales & back office
Tasks Contact Center’s solution
Results
• Monthly value of products sold ~PLN 50k –> exceeded customers expectations by 26%
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Customer portfolio
Banking & Insurance
IT & Telco
Media & Entertainment
Publishers
Others
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Contact us
Contact Center sp. z o.o.
Muszkieterów Str. 15 a02-273 Warszawa
Phone nr. (+48) 22 535 79 00Fax (+48) 22 535 79 10
www.contactcenter.pl
