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CallPoint New EuropeYOUR QUALITY PARTNER FOR MULTILINGUAL BPO
6 years of excellence
Delivery sites in Bulgaria and Romania (both EU Members)
Privately held, supported by Global Finance Growth Fund
3 locations in Eastern Europe with 800 seats
25 clients from EU and the USA
Doing business in 10 countries
More than 500,000 transactions per month
Services offered: multichannel customer care, back-office,
email support, telesales, market research, technical support, debt collection
Cultural proximity to Europe & North America
ISO 9001:2008 certification
PCI Compliant Service Provider, level 3
About CallPoint New Europe
Strategic Positioning
Expertise in selected verticals• Focus on 5 verticals: T&L (Travel & Leisure); FS (Financial Services); Retail (e-commerce, mail order); HighTech and Media (Software, Telecoms and Entertainment) and Utilities.
Operational excellence• Best practices and continuous improvements based on ISO 9001:2008 certification and Six Sigma expertise
• Thoroughly implemented tools and process management
Unique capabilities• Working 24x7
• 80% of staff speak at least 2 languages fluently
• Significant talent pool in selected Eastern European destinations
Customer focus• Flexible delivery models to meet client requirements
• Dedicated account managers with implementation skills and experience
• Experienced implementation team in order to ensure successful project transition
Transformation capacity• Ability to review and reengineer client processes in order to improve efficiency with trained consultants
• Implement ground breaking initiatives leading to resources and cost optimization through business process management platforms.
Travel & Leisure
High-Tech (Software,
Telco)
Banking & Financial Services
Retail, Mail Order
& E-Commerce
Customer Interaction Services
• Customer Support: Pre-sales and post-sales
• Customer acquisition: telesales and sales appointments
• Technical Support
• Email management
• Chat support
• Data entry
• Back-office service
Market Research
• Multilingual telephone survey (CATI)
• Programming
• Data analysis
Risk Management
• Staff screening
• Fraud detection
• Debt collection
Transformation Solutions
• Global re-engineering and optimization of the operations
• Best Practices roll out
Service offering
Utilities
Contact Center Locations
SOFIA
BULGARIA
• 2500 m2 offices, 450 seats capacity
• Modern building with easy transport for staff
• German and English number 1 languages followed by Italian, Spanish and French
• 24x7x365
BUCHAREST
ROMANIA
• 1700 m2 offices, 250 seats capacity
• Modern building with easy transport for staff
• French number 1 language followed by English, Romanian, Italian and Spanish
• 12x7x365
PLOVDIV
BULGARIA
• 500 m2 offices, 100 seats capacity
• Modern building located in city center
• Multilingual platform
• 24x7x365
Competitive advantages of CallPoint
Best location to serve international clients
Strong outsourcing industry in Bulgaria & Romania: 27 000 FTE’s with a growth
rate above 20% p.a.
A.T. Kearney ranks Bulgaria & Romania as the most attractive locations in
Europe: Bulgaria ranks N1,
Romania N3
Eastern Europe has become the new multilingual hub for outsourcing services – replacing traditional
locations such as Ireland & Barcelona
Top 5 competitive advantages
CallPoint specializes in four verticals and brings real industry expertise
CallPoint invests in State-of-the-Art Applications and Technologies
CallPoint demonstrates more flexibility and attention to its clients
compared to other global players
CallPoint is ISO 9001:2008 certified and brings value through transformation services
Multilingual 24/7 services in 16 languages with near-native speakers
Why clients chose CallPoint?
Meet People at CallPoint
Educational Background
• 80% of agents with graduate degrees in:
• Finance
• Engineering
• Public Relations
• Law
• Business Management
• Foreign Languages
Working experience
• Customer Service
• Financial Services
• Telesales
• Collections
• Account Mgmt
• Cross-Selling
• Telemarketing
• Product Support
• Telecom
• Technical support
• Recruiting
Languages
• English
• French
• German
• Spanish
• Italian
• Dutch
• Hungarian
• Russian
• Bulgarian
• Turkish
• Romanian
Motivation
• Average age of 25
• Enthusiastic
• Highly motivated
• Committed
• Low Attrition rate
Managing human resources
• Taking care of each other• Client comes first for all of us: people work with people, not with companies• Promoting people development on every level across the organization• The right training is the key to excellence
Our Values for People Management
Training
• CallPoint Academy
• Standard & specific trainings
• Soft skills trainings
• Language & cultural trainings
• Management skills
Career
Development
• Self-assessment performance review every 6 months
• External trainings
• Fast track career
• Identify leaders and help them realize their plans
Benefits
• Performance driven bonus schemes
• Social benefits like medical insurance, meal vouchers
• Sponsoring studies
Make employees part of our
business
• Buddying
• Dedicated branded relax space
• Joint events
100h training year/person
86% internal promotion
22% variable pay ESI: 78%
How do we achieve these values?
• Avaya IP platform with high availability & fully redundant
• Fully integrated with IVR, ACD, CTI, Predictive dialing. Vocalcom Hermes.NET for ASAI solution
• Call & Screen recording integrated with Avaya CTI
Telephony
• Call routing inbound/outbound with Tier1 telecom operators allowing significant savings
• High availability with redundant links and equipment
Network
• Workforce management system Teleopti
• Avaya CMS for reporting & analysis
• Multichannel communication: chat (LivePerson), email management (Eptica, other tools supported)
• Document management platform Hyparchiv
• Ad-hoc support of client applications
Applications
Technology
Data Protection & Security
• All our centers are in the European Union and are compliant with directive 95/46 on data protection
• Compliance with national data protection regulation
European Regulations
• PCI Compliant Service Provider Level 3
• ISO 27000 certification to be achieved by Q2 2011
• Control of non-authorized data diffusion
• Separate VPN and VLAN set up to access customers applications remotely
Data Security
• Confidentiality agreement signed by all employees
• Criminal records and reference checks for all new recruits
Confidentiality
Testimonials
“CallPoint delivers an unmatched quality/cost ratio, and they have a deep cultural understanding of ourcustomers. We understand the advantages of nearshoring our multilingual BPO services, and we considerCallPoint as Europe’s leader in this space.”
Director, Leading European Car Rental Company
“We found at CallPoint an extremely knowledgeable and dedicated team – they know the processes in ourIndustry upside down and were able to help us reduce our support costs while improving drasticallycustomer satisfaction.”
Leading French e-commerce company
“We are using several providers for support services across the world, but only at CallPoint we have found thebreadth of experience and the languages capabilities we were looking at. Management is very professional,always anticipating your expectations and providing you solutions before problems occurs.“
Technical support director, leading anti-virus software company
Contacts
Contact us for any Business Development enquiries:
Xavier MARCENACExecutive Director
In charge of the financial services,
telecoms & technology verticals
Mob : + 359 898 952 800Email: [email protected]
Philippe OUGRINOVExecutive Director
In charge of the tourism,
travel and leisure verticals
Mob : + 359 886 008 8 64Email: [email protected]
Grégoire VIGROUXDirector for Romania
In charge of the retail &
e-commerce verticals
and for the Romanian market
Mob: + 4074 302 70 06Email: [email protected]
Antonio COLIVice President Sales Europe
Mob: +39 345 854 04 68Email: [email protected]
Visit our website: www.callpoint-group.comVisit our blog: www.multilingual-bpo.com