Contact Center sp. z o.o. Company and services presentation 1
Contents About us Our solutions Why Contact Center? Case studies Customer portfolio 2
About Contact Center Get to know Contact Center, the company that s focused entirely on your customers, the service they experience and building relations, that drive future growth for your business. Awards: No. 1 on the BPO contact center market in Poland 14 years of experience Hundreds of successful projects Technology: Milions of calls a year Integrated solutions Cutting-edge technologies Associations: Tangible results 3
Our approach Project management diagram Terms of cooperation Keeping operational control over project Operations Management Dep. Training Dep. Client (contractor) Key Account Manager Project Manager IT Department Monitoring Business means contact! We support companies in their business processes involving sales and customer care Our solutions help clients optimize costs and increase revenues We are keeping the highest standards of data security and confidentiality Our development is credited to highly qualified team of professionals 4
Our team Contact Center has experienced experts in numerous specialties We offer career paths and opportunities for professional growth and development Internal recruitment Agents Trainers Team Leaders IT Other support positions Management Monitoring Project Manager External recruitment Steady process of building skills and experience pays dividends in new projects Click and see a video How is it to work at Contact Center? 5
How we run our business? We double the effectiveness of telemarketing campaigns compared to standard solutions Computer Telephony Integration Automatic Call Distribution Predictive Dialer Recordings Reports Client 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 6
Our outsourcing solutions Sales Customer Care Complementary Services Professional Services Telesales Inbound service lines Recording studio Marketing research Sales support Service Desk Mass printing Social media services B2B/ B2C lists rental Contests and loyalty Virtual CC contact Business consulting programs center in the cloud Accounts Receivable Management 7
Our outsourcing solutions Sales 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 calling Bringing together advanced technologies and well-prepared staff enabled us to accomplish our challenging business goals S. Kulesza, BRE Bank S.A. 8
Our outsourcing solutions Customer Care 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 P. Correia, UEFA 9
Our outsourcing solutions Complementary Services 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 handling Thanks 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. 10
Our outsourcing solutions Professional Services 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. 11
Why Contact Center? we re helping you win customers assure sales and revenue increase provide operational cost reduction Transparent proposal and attractive pricing Operational efficiency We meet business goals for our clients Boosting effectiveness of customer service operations we let our clients to concentrate on their main business tasks flexibility in resource management guaranteed continuity of operations Cutting-edge technologies & best practices Bespoke solutions tailored to your requirements Flexibility in cooperation The highest security standards 12
Case study inbound & back office Project for one of the biggest provider of country-wide loyalty program Tasks Inbound calls handling from business customers and individuals Contact via phone, email, paper correspondence Results Very high SLA rates, e.g.: systems availability -> 99,7% SL (20 sec.) -> 91% for goal 78% Contact Center s solution 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 Continous cooperation from Oct. 2009 13
Case study telesales & back office Project for a one of the leading insurance company Tasks Telesales of insurance policies Fulfill high sales targets Handling of the whole sales process Contact Center s solution 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 Results Steady growth of sales effectiveness Sales target exceeded by 12% Widening the scope of cooperation -> better results than alternative call centers 14
Case study telesales & back office Project for a one of the leading companies in the pharma industry Tasks Preparing contact database to several thousands pharmacies Communication of promotion for dietary supplements Telesales and orders taking Contact Center s solution 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 Results Increased brand and product awareness Product introduction to dozens of new pharmacies Monthly value of products sold ~PLN 50k > exceeded customers expectations by 26% 15
Customer portfolio Banking & Insurance IT & Telco Media & Entertainment Publishers Others 16
Contact us Contact Center sp. z o.o. Muszkieterów Str. 15 a 02-273 Warszawa Phone nr. (+48) 22 535 79 00 Fax (+48) 22 535 79 10 sprzedaz@contactcenter.pl www.contactcenter.pl 17