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Contact Center sp. z o.o.

Company and services presentation

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About Contact Center

Our outsourcing solutions

Why Contact Center?

Case studies

Customer portfolio

Contents

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Associations:

Awards: 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.

Integrated solutions

Cutting-edge technologies

Tangible results

About Contact Center

No. 1 on the BPO contact center market in Poland

15 years of experience

Hundreds of successful projects

Millions of calls a year

Technology:

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Our solutions helps clients

optimize costs and increase

revenue

We support companies in their

business processes involving

sales and customers 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

Monitoring Training 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

Agents Team

Leaders Monitoring In

tern

al re

cru

itment

Exte

rnal re

cru

itment

Other support positions

Management

Trainers IT Project

Manager

Our team

Contact Centerhas

experienced experts

in numerous

specialities

We offer career paths

and opportunities for

professional growth

and development

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We double the effectiveness of telemarketing

campaigns compared to standard solutions

Reports

Recordings Computer 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

Care Sales Professional

Services

Telesales

Sales support

B2B/B2C lists rental

Inbound services 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

Appointment setting

Lead generation

Telesales of products and services and customer aquisition

Database verification ans updating

B2B / B2C direct marketing lists search and rental

Cross- and up-selling

Information campaigns

Welcome calls

Follow-up calling

Bringing together advances

technologies and well-prepared staff

enabled us to accomplish our

challenging business goals „

”

BRE Bank S.A.

Our outsourcing solutions

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Customer Care

Call answering services

IT Service Desk

Orders taking and compalaints 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

Our outsourcing solutions

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Complementary Services

Seat rental at CC locations / providing IT resources in

client’s location (contact center in teh 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.

Our outsourcing solutions

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Professional Services

Marketing research: marketing surveys and opinion

polls, evaluating advertisement campaigns,

customer satisfaction research, maystery 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.

Our outsourcing solutions

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Transparent proposal and

attractive pricing

Operational efficiency

Solutions tailored to

your requirements

Cutting-edge technologies

and 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, e-mail, paper

correspondence

Dedicated training 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 – infolinia & back office

Tasks Contact Center’s solution

Results

• Continuous 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

cintracts to the partner

Ensuring the highest standard of personal

data protection

Continuous monitoring ans coaching

together with the partner

• Steady growth of sales effectiveness

• Sales target exceeded by 12%

Case study – telesales & back office

Task Contact Center’s solution

Results

• Widening the scope of cooperation ->

better resuklts 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 filtering 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

• Increase brand and product awareness

• Product introduction to dozens of new

pharmacies

Task Contact Center’s solution

Results

• Monthly value of products sold – PLN

50 K -> exceeded customers

expectations by 26%

Case study – telesales & back office

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Customers portfolio

Banking &

Insurance

IT & Telco

Services &

Trade

Others

Energy, Fuel &

Transport

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Contact us

Contact Center sp. z o.o. Muszkieterów Str. 15a

02-273 Warszawa

Phone nr. +48 22 535 79 00

Fax: +48 22 535 79 10

e-mail: sprzedaz@contactcenter.pl

www.contactcenter.pl

Infoline

0 801 212 212

http://www.linkedin.com/company/contact-center-sp.-z-o.o.