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CALL CENTER & BPO SERVICESCONTACT CENTER & BPO SERVICES
©2011 CallPoint New Europe
CallPoint New EuropeE X T E N D I N G YO U R B U S I N E S S P E R S P E C T I V E S
©2011 CallPoint New Europe
This document is the exclusive property of CallPoint New Europe Group.
The information contained in this document is privileged and confidential and it is solely
intended for the named recipient.
Neither this presentation nor its content may be used for any other purpose without prior
written consent of CallPoint. It should not be copied, referred to or disclosed, in whole or in part,
without our prior written consent.
Thank you for your support and keeping this document confidential.
CONFIDENTIAL NOTICE
©2011 CallPoint New Europe
Multilingual contact centre and BPO provider
7 years of excellence
Delivery sites in Bulgaria and Romania (member
states of the EU)
3 locations with 1,000 seats
52 clients from the EU and the USA
Cultural proximity to Europe & North America
20 major languages spoken
ISO 9001:2008 and ISO 27001:2005 certifications
PCI DSS Compliant Service Provider, level 2
ABOUT CALLPOINT NEW EUROPE
EBRD (European Bank for Reconstruction and Development) as a shareholder
Delivery site Sales office
©2011 CallPoint New Europe
SERVICE OFFERING and INDUSTRY EXPERTISE
MultichannelCustomer Solutions
• Multilingual Multichannel Customer Support(via chat, e-mail, phone, fax)
• Customer Acquisition & LoyaltyPrograms
• Technical Support• Back-Office Support Activities• Quality Monitoring of
Multilingual In-house Operations
• Multilingual Mystery Shopping
Risk ManagementFinancial & Accounting
Solutions
• Staff Screening• Transaction Monitoring &
Fraud Detection (e-commerce)
• Charge-back and DisputeManagement
• Financial & AccountingServices in MultilingualEnvironment
Transformation Solutions
• Know-how to review andreengineer processes inorder to improve efficiency
• Implement ground-breakinginitiatives leading toresource and costoptimization via businessprocess managementplatforms
• Best practices roll-out• Six Sigma expertise
Retail, Mail OrderE-commerce High-Tech
(Software, Telco)
Social Media
• Social mediamonitoring
• Social mediadiscussionengagement
Travel & Leisure Banking &Financial Services Pharma
©2011 CallPoint New Europe
• 3,500 m2 offices, 650 seats capacity
• Modern building with easy transport for staff
• German and English number 1 languages followed by Italian, Spanish and French
• 24x7x365 operational
SOFIA (BULGARIA)
PLOVDIV(BULGARIA)
BUCHAREST (ROMANIA)
• 1,700 m2 offices, 250 seats capacity
• Modern building with easy transport for staff
• French number 1 language followed by English, Romanian, Italian and Spanish
• 24x7x365 capable
• 500 m2 offices, 100 seats capacity
• Modern building located in city center
• Multilingual platform for back-office activities in different verticals
• 24x7x365 capable
Constant focus on security: all CallPoint delivery sites are earthquake-safe; have electrical independence(through power generators and UPS on every PC); office access is made through badges;
24/7 guard surveillance and video cameras
A-CLASS LOCATIONS
©2011 CallPoint New Europe
Voyages & Loisirs
QUALITY
Best practices and continuous improvement based on ISO 9001:2008 (QualityManagement System) certification and Six Sigma expertise
Quality at every level of our organization: premises, technical infrastructure, staff,working procedures, quality processes, training
MULTILINGUISM
Serving multinationals in 20 languages: primarily English, French, German, Italian,Spanish, Portuguese as well as most Central and Eastern European languages
Cultural proximity to Europe and North America
SECURITY & STABILITY
Delivery sites based in EU countries, with stable economical and politicalenvironment
Highly secured A-class offices
Fully redundant IT infrastructure
PCI DSS Compliancy, level 2
ISO 27001:2005 certification (Information Security Management System)
STRATEGIC POSITIONNING
©2011 CallPoint New Europe
Retail,E-commerce,
Mail order
Telecom, IT,Software
Traveland Leisure
Financial services
KEY REFERENCES
©2011 CallPoint New Europe
MANAGING HUMAN RESOURCES
• CallPoint Academy• Standard & specific
trainings• Soft skills trainings• Language & cultural
trainings• Management skills
• Self-assessmentperformance reviewevery 6 months
• External trainings• Fast track career• Identify leaders and
help them realizetheir plans
• Performance drivenbonus schemes
• Social benefits likemedical insurance,meal vouchers
• Sponsoring studies
• Buddying• Dedicated branded relax
space• Monthly team buildings
and parties
100 hours training / year / employee
86% internal promotion
22% variable pay
Employee Satisfaction Index: 78%
CARREERDEVELOPMENT
SOCIALBENEFITS TRAINING
MAKE EMPLOYEES PART OF OUR
BUSINESS
©2011 CallPoint New Europe
INDUCTION TRAINING
- Presentation of the company values- Rules, company and project targets
TRAINING
TESTS
Theoretical and practical tests, during (and after) the initial training
TRAINING SERVICE
- Golden rules of Customer Service- Telesales- Debt Collection
VALIDATION
Internal and external validation of the candidates, after the initial training
CULTURAL TRAINING
Cultural immersion with native teachers New agents customer interactions are beforehand checked and validated
TRAINING ON PROCESSES
Training on project processes A FULL RANGE OF TRAINING MODULES, TO ENSURE THE BEST POSSIBLE START
ON-SITE SUPPORT
©2011 CallPoint New Europe
Evaluation grids
• Measuring customer serviceskills
• Measuring knowledge andunderstanding of workingprocedures
QUALITY CONTROL
Control
Analyzing the interaction with clients, through representative samples
Calibration
Calibration sessions, both internal and external
Action plans
Monthly action plans (coaching, feed-backs, follow-up, quality analyses,
timekeeping sessions)
Quality Tools
• Tests: QCM, e-learning• Live listening• Screen capturing• Evaluation of recorded calls
QUALITY
©2011 CallPoint New Europe
• 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
TECHNOLOGY
Telephony
• 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
Network
• Call routing inbound/outbound with Tier1 telecom operators, allowing significant savings
• High availability with redundant links and equipment
Applications
©2011 CallPoint New Europe
Business Continuity
CallPoint’s IT infrastructure has been designed in order to ensure full redundancy of all key elements of the call center operations and to avoid any single point of
failure
Multiple points of entry for power,
telecommunications and Internet, UPS installed at
the building level, as well as at the desktop
level
Equipment with high availability, secured through preventive
actions, maintenance contract & hot spares
Equipment hosted in 2 redundant data centers
CallPoint develops with its clients a specific
disaster recovery plan according to times and escalation procedures
BUSINESS CONTINUITY
©2011 CallPoint New Europe
DATA PROTECTION & SECURITY
Compliancywith
European Regulations
High levelof
Data Security
ConfidentialityGuaranteed
All our centers are in the European Union and are compliant with directive 95/46 on data protectionCompliance with national data protection regulation
• PCI Compliant Service Provider, Level 2• ISO 27001:2005 certification• Control of non-authorized data diffusion• Separate VPN and VLAN set-up to access customers
applications remotely
• Confidentiality agreement signed by all employees• Criminal records and reference checks for all new recruits
• All our centers are within the European Union and arecompliant with directive 95/46 on data protection
• Compliance with national data protection regulations
©2011 CallPoint New Europe
SOCIAL- Keep a fair remuneration evolution- Undetermined term contracts - Social benefits- Exceptional working environment- Continuous training- Performance-based career opportunities- Consideration of employees' opinion
ENVIRONMENTAL
- Controlling our energy consumption- Reducing water consumption - Reducing the use of paper - Recycling paper- Recycling of used ink cartridges
SOCIETAL
- Fight against sexual discriminations- Fight against racial discrimination- Fight against corruption- Actions in favour of the less privileged
CSR (CORPORATE SOCIAL RESPONSABILITY)
VALUE & DEVELOP OUR EMPLOYEES
ADVOCATE TO EXTERNAL AUDIENCES
CREATE OPPORTUNITIES
FIGHT AGAINST DISCRIMINATION AND INEQUALITIES
BUILDING A SUSTAINABLE FUTURE
©2011 CallPoint New Europe
“CallPoint delivers an unmatched quality/cost ratio, and they have a deep cultural understanding of our customers. We understand the advantages of nearshoring our multilingual BPO services, and we consider CallPoint as Europe’s leader in this space”
Bookings Director Leading European Car Rental Company
“We found at CallPoint an extremely knowledgeable and dedicated team – they know the processes of our industry upside down and were able to help us reduce our support costs while improving drastically customer satisfaction.
Account ManagerLeading French e-commerce company
“We are using several providers for support services across the world, but only at CallPoint we have found the breadth 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
TESTIMONIALS
©2011 CallPoint New Europe
WHY CHOOSE CALLPOINT?
QUALITY
· Quality at every level of our organisation
· ISO 9001:2008 certification
SECURITY
· Location in stable countries, in highly secured business parks,strong IT infrastructure, constant focus on data protection
MULTILINGUISM
· 20 languages spoken at CallPoint· Cultural proximity of Bulgarians and Romanians to Europeans
©2011 CallPoint New Europe
CONTACTS
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, Romania
In charge of the retail &
e-commerce verticals & SMM services
Mob: + 4074 302 70 06Email: [email protected]
Antonio COLIVice President Sales Europe
Mob: +39 345 854 04 68Email: [email protected]
WEBSITE: www.callpoint-group.comBLOG: www.multilingual-bpo.com