We provide full outsourcing service for all types of call centre activities compromising both inbound and outbound operations to satisfy your business and individual customers. Starting from the needs analysis, we design a tailor-made solution matching your specifications and requirements. Together with guidelines from subsequent discussions, we implement the final solution by merging your business needs with our thorough experience.
Key strengths:
- 11 years of experience in outsourcing
- 10+ languages in operation
- optimal geographical location: Warsaw is within a 2.5-hour flight from any European capital
- enthusiastic and committed project teams
- state-of-the-art technology for the most effective and cost-efficient solutions
- robust telecom infrastructure for reliable and high quality voice communication
- commitment to quality through 4 quality pillars
1. Multi-level Recruitment System.
We follow a multi-level recruitment process ensuring staff competence and stability:
- Telephone Interview
- In-Person Interview
- In-house Assessment Centre
We recruit university students and graduates with MA degrees, often within linguistic and philological faculties. Several members of our staff months and years abroad studying or working thus giving them exhaustive understanding of the cultural and customer context of other markets. It is further upheld by Poland’s cultural proximity to Western cultures.
2. On-the-job Training, Coaching and Agent Development
- Basic Customer Care Training
- Client-specific process-product-application training
- Special language training
- On-going on-the-job coaching and retraining
3. Customer Satisfaction Monitoring
4. Benchmarking
- internal
- external
