Russian Lagest Outsourced Call Center

Today we share with you one more victory! On Weekend in Prague at Call Center World our project manager Olesya Krasutskaya has won first place and won a gold medal!

Congratulations to Olesya! Thank you for confirming once again that we are the best!

1st place - Merchants SA, South Africa. The company has been in the market for 35 years, slightly more than us by the number of agents.

3rd place - Randstad Portugal, Portugal. The giant company, on the market since 1960, has 40,000 employees in 39 countries. In 2016, they took gold for this nomination.

The implementation and control of the recommended KPIs allows to build the work processes in such a way that will be achieved the growth of service, quality and income while reducing costs at the same time.

For contact centers, compliance with PCI DSS rules is an opportunity to sell a service / product during the call. To sell means to complete the transaction: accept payment. Without PCI DSS certification all that is available on the phone is to get the subscriber's consent to purchase.

Telecontact is certified by PCI DSS, and can make payments during a call!

Moreover, Telecontact has competed in the category with the highest number of participants called Best Outsourcing Partnership. Telecontact has had a successful debut by winning silver medal, outrunning three other participants.

During the conference, Tatiana Slobodyanyuk, director of Telecontact Ukraine, presented a practical case on an ambitious sales project. This project was launched with the Ukrainian representative office of the insurance company MetLife - the largest insurance company for life insurance in the world.

Business-reference:

Telecontact is the best call center in Russia (www.callcenter-in-russia.com), the leader of national outsourcing market (source: RBC Research). Above 4000 employees on 10 sites in Russia, Ukraine, Belarus, and Kazakhstan.

Hundreds of CRM/BPO programs since 1999, local and European languages. Success stories with major international players. Award-winning solutions (awards of the Global Association for Contact Center Best Practices & Networking «ContactCenterWorld»), patented technologies, unique expertise.

This is the most significant award in contact center world — like a Michelin stars for excellence in restaurant business. This award means the highest quality and the best service! This award can’t be bought or rented. It can only be earned — by high skill, hard work, efficient organization of the business. And it’s easy to lose — you only lose the compliance with recognized standards of quality.

«Blossom of Embroidery» the festival that we have created together in Telecontact Zhitomir. It was an incredible performance, because the whole team, every employee was in Ukrainian incredible colors! And despite the fact that this bloom was only one day, it leaves color flavor of unifying mood!

For this Bank it was the balancing system — the possibility to arrange appointments in each city according to the forecast for each branch. So, the Bank can easily manage the sales forecast (meaning they can manage the work load for each branch). Telecontact likes complicated and ambitious projects! Maybe the next one we’ll launch with you?

At the moment QMT 3.0 involves more than 3500 employees on 10 sites in 4 countries. And the system brings us additional value. Using the system during last 9 months we increased Clients’ Satisfaction rate 9% and decreased the Attrition rate 22%. How? Less time for manual work → More time for coaching → Better individual agents’ metrics and better understanding of company policy → More money for the good job → as a result Attrition Rate decreasing and Employee Satisfaction increasing. In the nearest future we plan to start selling QMT 3.0 as an independent software product.

To optimize the contact center operation and personnel management Telecontact implemented a staff management tool “VERINT Workforce Management” in 2008. It was the first implementation of the systems of such class in the Russian market of outsourcing contact centers. System has improved the quality of service and reduced personnel costs through optimal shifts scheduling and increasing the transparency of the main departments. Company employees got an instrument for smart planning, analysis and monitoring of schedules, increasing productivity and discipline in the contact center, and the company management expanded the possibilities of operational management of the contact center due to additional tools to collect statistics. Long-term usage experience of this system allows to hold regular seminars for customers who are interested in the contact center optimization.