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Call Center Inter Galactica Outsourcing of Call Center Services
THE RIGHT PLACE TO DO BUSINESS
The largest call center in Central and Eastern Europe
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Outsourcing a call center means putting a key cus-
tomer into the hands of an external company.
Choosing the wrong partner – in the long-term per-
spective – may entail enormous risks. Choosing a Stra-
tegic Partner, in turn, is an infusion of potential unat-
tainable by companies outside the call center industry.
Deciding on the outsourcing of contact center or call
services, clients expect comprehensive and dedicated
solutions, which may vary from business to business.
According to recent studies the ideal partner should
be characterized, above all, by the quality of service,
in terms of human resources, processes, and techno-
logy. But is that enough that enough?
MORE? YES WE CAN
We combine the worlds of our contractors and cu-
stomers in ways that exceed their expectations.
We use all available communication channels to re-
ach, attract and retain the customer. What works to
our advantage is the combination of three key areas
of contact center – creative people, flexible proces-
ses and cutting edge technology.
That's why we can handle 100,000 calls every day.
WE MAKE INNOVATION OF TOMORROW AVAILABLE TODAY. WE KNOW IT IS ALWAYS WORTH TO TALK.
Selling medicines, insurance, mortgages, personal
computers?
Our services are targeted to B2B and B2C, we are
not afraid of challenges, we boast unique under-
standing of market environment, and our daily work
is characterized by empathy for the customer. Our
extensive experience makes it easier to sell the prod-
uct or service which is crucial for your business.
Medical, IT, energy, legal, construction, insurance, fi-
nancial, training, communication, clothing, telecom-
munications, pharmaceutical, cosmetic, leasing, trade
What is the best way to REACH, ATTRACT
AND RETAIN CLIENTS?1How to combine friendly CUSTOMER SERVICE
and effective SALES?2What determines the effectiveness and quality
of modern CONTACT CENTER?3How to Choose a Business Partner who can
provide PROFESSIONAL SERVICE?4What makes companies
SELL MORE?5We do not just provide the answers. We can offer
much MORE.
and services, or FMCG – our knowledge, skills and
experience spans more than 60 CUSTOMERS across
17 DIFFERENT INDUSTRIES.
We know the importance of effective sales, but re-
gardless of whether our task is to attract, retain or
upsell, we remember that the customer expects su-
perb service. High quality service is not limited to
sales projects. Friendly customer service, hotline,
complaint handling, helpdesk, back office and con-
sumer research require understanding, patience and
proper diagnosis of needs.
Yes, we can.
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WHICH CHANNEL? THE POWER OF THREE
B usiness maintenance and development based on
a synergy of three overlapping areas of CON-
TACT CENTER allow us to achieve more:
dedicated support departments top managerial staff creative and inspiring atmosphere talent management incentive schemes encouraging
team goals fostering partner relationships respect and common values
smooth internal and external communication effective sales recruitment smooth
implementation of new projects controlling and reporting logistics customer service quality monitoring returns and complaints back office
flexible PROCESSES
own operating system BI and BPM tools guaranteed continuity of service IT infrastructure
own software complementary solutions monitoring centre ability to integrate with external
systems and applications
100,000 CALLS every day
6 MILLION seconds per month
6 YEARS of continuous speech within 1 month
Do your customers like to talk on the phone?
Seek information anonymously on the website?
Or maybe do not care about text messages at all, be-
cause all they do is watch their Facebook friends?
Every channel is good to reach, retain and attract cus-
tomers. This is why we can confidently say that con-
tact is the foundation of our business. We use all avail-
able channels – phone calls, text messaging, direct mail,
e-mail, live chat, and social media. Why? Because you
never know where and when the client feels the need
for your product or service.
Whether we call, chat, or send a text message, we al-
ways remember that there is a another HUMAN be-
ing at the other end of the line. Your client has many
faces, and we can address each.
creative PEOPLE
modern TECHNOLOGIES
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DO THE MATCH WHAT WE DO
Specific ACTIONS AND ACHIEVEMENTS that work to our advantage:
SPECIALIZED
consultants
VERSATILITY and understanding of business
experience in INTERNATIONAL
PROJECTS
OPTIMAL OFFICE
CONDITIONS and infrastructure
HIGH QUALITY
SERVICE and maximum efficiency
INNOVATION and cutting edge
equipment
top quality COMMUNICATION
PROPRIETARY software
DEDICATED project management
12 years’ experience
1,255 workstations
100,000 calls every day
service spanning 17 sectors
dozens of PARALLEL PROJECTS
more than 60 clients in
the portfolio
7 sales locations across 5 cities
in Poland
service in ALL LANGUAGES
3,500 consultants and 200 managers
own BACK OFFICE
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Call Center Inter Galactica offers outsourcing of
contact center services. By combining the work
of people with flexible processes and modern technol-
ogies that combine classic and modern approach, we
provide comprehensive solutions and meet the needs
of the most demanding companies and industries.
Outsourcing contact center services to Call Center
Inter Galactica covers areas ranging from manage-
ment through supporting business processes to infra-
structure and IT.
Our GOAL IS to boost EFFICIENCY AND EFFEC-
TIVENESS of your business, provide all the necessary
support to enable the Partner to focus on its core
business, and work on its competitive position and fu-
ture development.
OUTSOURCING
the largest call center in Central and Eastern Europe
know-how, resources, infrastructure, technology and a professional call center
own infrastructure – 7 sales locations across Poland, with own logistics center and back office
access to 1,255 workstations and 3,500 consultants
professional customer service in all languages
superior quality of service the ability to use all available channels to
reach customers parallelly, including phone calls, text messaging, direct mail, e-mail, live chat, and social media
high effectiveness in reaching, recruiting and retaining clients
24/7 customer service
time saving cost reduction spanning many areas
including recruitment, employee benefits, wages, training, staffing, office space, phone bills and infrastructure cost
settlement model matching the client needs and expectations, including man-hours and success fee
transfer of many complex, specialized processes to the company which has the power, know-how and relevant experience
cutting edge technology, complementary solutions and own, dedicated applications
guarantee continuity of service greater flexibility and adaptability to
dynamic market conditions transfer of responsibility and operational
risk
OUTsourcing in CCIG this point for YOU
Discover the benefits of outsourced contact center
services in the Call Center Inter Galactica:
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I am CCIG's LiveChat guru. I survey the needs of customers and
set up THE TOOL to their needs, making it as EFFECTIVE AS
POSSIBLE. Incredible customizability of LiveChat and my experi-
ence make a deadly combination, and I know how to use it best.
My responsibility in Call Center Inter Galactica includes
implementation and management of the Social Media
Sales service. This is our PROPRIETARY SOLUTION that
allows to move customer service and sales tosocial media
and transfer it to contact center reality – with focus on
measurable effectiveness.
My responsibility in Call Center Inter Galactica covers
developing new business through MANAGEMENT
OF SALES and operations. I cooperate with a group
of committed managers who are responsible for the
continuous maximization of profit and constant im-
provement of agents' performance.
Krzysztof Lech Sales Operations Manager
Szymon Gołyski LiveChat Manager
Bartek Rak Social Media Guru
517 207 720
BUSINESS DREAM TEAM
Management in Call Center requires continuous
denial of reality and developing best solutions,
beneficial for both the contractor and the com-
pany. Working parallelly with so many different
industries requires maintaining a state of height-
ened vigilance. Every day presents completely new
challenges and requires you to break stereotypes,
which makes this job not suitable for people who
are looking for a comfort zone behind the desk.
There is always something going on.
Digital marketing is all my life. Since the emer-
gence of social media, the world has gained
colors – tools have become secondary, com-
munication is king. Our Social Media Sales
service operates in the area of communica-
tion and this is the reason why I love working
on this project.
I am an e-commerce enthusiast. Once a part
of LiveChat team, I fell in love with this idea.
Currently I'm trying to spread it wherever
I can, trusting this is the best way to boost
online sales. Therefore I see each task as an
interesting challenge, not duty.
696 024 082
512 656 555
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WHAT’S NEW?
When you walk into a store, there is always
an assistant at your service. But who per-
forms this role in an online store? There's no one
to help! We dial a number and waste time trying to
reach the right person to advise us or tell about prod-
uct features. Finding a phone number or e-mail ad-
dress we hope to reach a representative to answer
our questions or concerns, but don't realize that
LiveChat
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LiveChat is a tool which provides INSTANT
HELP for those who need it. Users no longer
have to queue for help – they can just click a button
and instantly start a real-time chat with a competent
professional. It also allows to talk with up to 3 people
at the same time while maintaining high quality of ser-
vice at every level. The customer instantly receives all
the feedback and knowledge just when they need it
to make the final purchase decision.
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Firstly, Live Chat allows friendly and profes-
sional customer service, as well as effective
sales. Its biggest advantage is guaranteed immediate
availability of consultants, and READINESS TO PRO-
VIDE HELP 24/7. This directly advances client's deci-
sion to buy a product or a service.
Secondly – cost and service time can be reduced to
a bare minimum. One phone call, whether it's at the
expense of the customer or the company, takes as
much as a few online chats! A major manufacturer
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I think LiveChat is a must have for every modern
e-commerce website. If visitors don’t get instant help,
they can easily go to another website and buy there.
That's the reason companies must be open and meet
the expectations of modern customer.
Who is responsible for this?
Szymon Gołyski LiveChat Manager
What is the reason to explore this area of business?
the process might take days. Since everyone is busy
nowadays, there is a need for rapid feedback which,
especially on the internet, may instantly encourage
shopping decisions. So why not help the customer in
a different way? Live chat is a FAST AND EFFICIENT
WAY to provide instant customer support and thus
convert undecided visitors into potential clients. This
is one of the fastest growing trends in sales and cus-
tomer support.
How it works
Clear benefits
of media streaming devices decided to introduce
LiveChat and merely a year after the implementation
the number of chats surpassed the number of phone
calls, making LiveChat its leading support tool.
Thirdly – Live Chat has a direct impact on the cus-
tomer's decision to purchase a product or use the
service. As reported by an IT company, while sales
on their website increased by 15%, the number of
potential buyers grew by 30%.
Educated in administrative law, professionally an
e-commerce enthusiast. Throughout his two years'
experience with LiveChat, he was responsible for
customer support. From the very first contact, trough
implementation, to after-sales care. He co-created
webinars and ensured superior customer support.
In CCIG he is responsible for LiveChat and oversees
every implementation to make sure the service meets
the needs of customers. Personally a fan of active lei-
sure and good books.
It also gives great insights about visitors, as you can
see which product page they are on, which ones they
have viewed or where they came from. This provides
specialist knowledge on the customer's area of inter-
est and the kind of guidance they might expect.
And it's all made possible by an accessible tool, user
friendly and easy to configure.
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tually need it – while the call is anonymous, it is fully
personalized and focuses on the needs of particular
person. It allows a LiveChat specialist to talk to three
people simultaneously. What is the benefit? The sys-
tem allows to avoid irrelevant and commercially not
viable chats, which directly translates into effective-
ness of sales.
The customer is able to establish contact even when
operators are off-line. Then, the online chat trans-
forms into a leave a message form, allowing people to
leave messages any day and any time, with a possibility
of return call.
What is worth mentioning is the possibility to adjust
the appearance of the application to particular web
page – the customer has a sense of integrity of the
application with the brand.
The entire process and all activities can be controlled,
reviewed and monitored at any stage. Supervisors are
able to monitor LiveChat operators and control their
performance as well as efficiency of the tool in real
time, through an efficient reporting system. It allows
to measure, among other things, the amount of chats
against offline messages, the availability of agents, aver-
age duration of chats and average time until response
to an offline message, per individual agent or group.
LiveChat has been implemented on both
www.orange.pl and www.orange.pl/sklep
websites, but not every user has access to it. Why?
The ability to define rules allows us to display chat only
to those customers who have expressed preliminary
interest in buying by searching a phone model. Pin-
pointing customer needs and strong personalization
enabled to turn almost 15% of calls conducted by Live-
LiveChat – CCIG for Orange Poland
Orange is one of the biggest operators
in Poland. Over its 23 year market expe-
rience, the brand has always enjoyed great populari-
ty, making it really difficult to find a person ignorant
of the trademark Orange logo. It is estimated that
Orange Poland has over 15 million customers. This
is the effect of CCIG using different communication
channels, and openness to new platforms, including
the rapidly developing e-commerce. Internet has be-
come an important tool in reaching, recruiting and re-
taining clients. The fact that the website allows clients
to either buy new subscriptions or extend current
subscriptions has made it one of the integral chan-
nels of communication and distribution of the brand.
It wouldn't be possible without LiveChat – a service
launched in collaboration with CCIG which, thanks to
the tools and technology used, seeks potential clients
and engages a conversation with them.
If you've ever asked yourself the following
questions: How to make communication
multifunctional? How to increase online sales? Which
area of e-business holds the greatest potential? The
answer is LiveChat – the future of e-commerce.
Multifunctional aspect of the application
spans a number of areas – from the pos-
sibility to track customers within the site, and thus di-
agnose their needs, through the instant ability to invite
people to talk in real time, and ultimately to conver-
sion of contacts into valuable leads, which can lead to
potential sale.
LiveChat has an intelligent system to invite people to
an on-line chat, choosing to contact those who ac-
Chat into successful sales and consequently caused an
increase of orders on-line by as much as 10%. Live-
Chat has also allowed to relieve other sales channels,
directly optimizing the cost of customer service.
LiveChat / Call 1
A: Hello Mark, what can I do for you?
V: I'm looking for some good running shoes, size 42.
A: Great. There are a few models I can offer. Can you tell me where you normally run?
V: Asphalt, mostly. Is there anything special for this kind of surface?
A: I believe this model would be the best fit for you [link]
V: That's right. They're great. Are there other colors?
A: Yes, we have them in black and red.
V: Great, thanks for your help.
A: No problem, if you need anything else, I'm here to help.
V: Thanks! That's all for now.
A: Thank you. Have a nice evening!
LiveChat / Call 2
A: Hi Agnieszka. Can I help you?
V: Actually... I'm looking for some nice heels. Sug-gestions?
A: Sure. Where are you going, to a party?
V: It's a wedding party, actually, I must look gorgeous.
A: No problem. Have you chosen the dress?
V: Yes, a white one, low back.
LiveChat / Call 3
A: Hi Simon, nice to see you again. Can I help you?
V: I bought some shoes from you, but haven't re-ceived them yet.
A: Can I ask your order number? Do you have it?
V: Sure… It's 17654
A: Checking... Simon, I have some good news for you. The shoes have just been sent, you should get them tomorrow.
V: Cool, thanks.
A: No problem. Have a great day!
V. Same to you, bye!
There is another undisputed advantage of the chan-
nel, connecting the sense of anonymity with full cus-
tomization of the service. All customers – whenever
they feel like it – can feel special.
And what shoes would you purchase on the internet?
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WHAT’S NEW?
Social media
We can multiply further research and cite
statistics, but the best evidence is to ana-
lyze our surroundings. Social media have changed the
way people communicate on the Internet. Starting
with the departure of nickname-based interaction,
through a gradual abandonment of text messaging,
to the increasing amount of time we spend on Face-
book. We use social networking for entertainment
and socializing, but also to seek opinion on products
and services. Since it's mostly our online friends who
we ask, we are more likely to trust them. Currently,
no brand should underestimate the IMPORTANCE
A
Using internet monitoring tools available
on the market, we look for statements that
are relevant to our customer's business. Any men-
tion is analysed real time and its target is determined
(sales/customer service), along with the need for our
involvement in the discussion. Upon positive assess-
ment, we establish contact via social media, and then
B
Our Social Media Sales service makes it
possible to keep your finger on the pulse of
the Internet. On behalf of our clients we TAKE ALL
RESPONSIBILITY for the discussions on the network
while working closely with the sales and customer ser-
C
Not paying attention to online discussion is like
ignoring the need of having a website 20 years ago.
Everybody has one nowadays. Social Media Sales is
a service that provides full support both in terms of
customer service and sales. A team of experts from
the two areas – call center and social media together
created a response to the changing needs of the market.
Performance-based settlement model is a particularly
attractive part of the deal.
What is the reason to explore this area of business?
OF FEEDBACK and comments appearing on the
web. This is where social media monitoring services
come in handy. In CCIG we go beyond this. Not only
do we monitor the network, but we also actively pro-
vide services, whether it is customer service or sales.
We put our experience with the call center indus-
try to a whole new environment in contact with the
customer. Social Media Sales – most of the Internet
monitoring activities are limited to customer service.
In CCIG the aim to achieve measurable sales within
performance based settlement model.
How it works
invite the person to a dedicated channel provided by
LiveChat, a company whose services we also offer.
We are INDUSTRY PIONEERS in Poland. There are
many similar business in Europe, but our experience,
operation and performance-based settlement model
give us advantage over the competition.
Clear benefits
vice departments. Additionally, our performance-based
settlement model ensures COMPLETE TRANSPAR-
ENCY of our activities and measurable results.
Who is responsible for this?
Bartek Rak Social Media Guru
In the interactive industry Rak represents one of the
first generations that grew up with the Internet, and
yet remembers its beginnings in Poland – Generation
Y. He specializes in internet project management and
social media. Rak runs own consulting and training
company Socjomania where he teaches about the
web and creates social media strategies. Among the
participants of Socjomania trainings are represent-
atives of brands such as: Orange, TVN, Bank BGŻ,
Allegro or Tygodnik Polityka. Currently, on behalf of
Call Center Inter Galactica manages the implementa-
tion of Social Media Contact Center solutions. Lec-
turer at Koźmiński University, AGH, WSE and WSB.
Author of articles about Social Media Marketing,
which appeared in Marketing w Praktyce, Hotelarz
and Merketer+ magazines. Relentlessly fascinated by
the internet and almost addicted to communicating
through it
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I t is estimated that the amount of data produced by
the man in the last two years exceeded the amount
of information produced until then in all history of
human civilization. By 2015, the Internet will have
sent zettabyte of data! In other words, this amount
exceeds 1,000,000,000 terabytes. For comparison,
according to the study carried out in 2009, the in-
ternet weighed "only" half a zettabyte. Where does
this information come from? It's economies of scale,
as the number of Internet users is growing. Just re-
member the noble idea of Facebook to provide the
internet to the people of Africa through a network
of drones. The battle for new users is on. Meanwhile,
people are wondering how to harness the data sent
to the servers every day (data collected by Facebook
in 2012 exceeded 180 petabytes, which makes over
0.5 petabytes every 24 hours). Business use of so-
called Big Data is one of the biggest challenges an-
tial base of advisors who are willing to support us in
making any decision, especially regarding a purchase.
Changing the way we communicate has also resulted
in changes in traditional sales models. Classic AIDA
(Attention, Interest, Desire, Action) has been extend-
ed with (ZMOT – Zero Moment of Truth), while our
behavior demonstrated the ROPO trend (Research
Online Purchase Offline). Nothing will be like before.
Today just one influential digital influencer can cause
people to stop buying products or services. Con-
sumer boycotts on the internet make a PR specialist's
bread and butter, necessitating an immediate reaction
within minutes. Therefore, it becomes increasingly
common to use customer service as a new means of
marketing.
A responsible manager of virtually every depart-
ment follows the development of technology
and communication and analyzes the impact it might
have on the performance of the team. Innovations are
usually analyzed by business development, marketing
and public relations departments. The last two de-
partments have already experienced the immediate
benefits of internet monitoring and were able to tap
into the vast, yet publicly accessible database (crowd-
sourcing). Unfortunately, information obtained in this
way very seldom reach other departments. The work
of marketing and PR representatives is usually limited
to responding to positive and negative mentions of the
SOCIAL MEDIA SALES – social media as a tool for customer service and sales
alysts will face in coming years. And probably that's
why, according to many experienced HR managers,
it is data analyst that will soon be among the most
sought-after professionals. When we put the emer-
gent Internet of Things concept on top of that, the
year 2054 as shown in Minority Report may ultimate-
ly not be all that distant. We tend to underestimate
the growth of the web!
There are over a billion Facebook users, and hun-
dreds of millions of Twitter, Google+, LinkedIn,
etc. Incredible interaction, with millions of comments,
likes and other activities each day. It took just 10 years
for a whole new way of communication to emerge.
Pornography no longer tops the charts when it comes
to the way of spending time online, giving way to social
networking sites. In addition, the stereotypical think-
ing Internet = computer is long gone. The network
is ubiquitous, it's on your phone, your watch, and in
the coming years we will witness net enabled clothes,
refrigerators, washing machines, etc. How much in-
formation will we publish on the web? Once simple
websites were the only way to mark our existence
on the web, with online discussion forums or news-
groups. Now the network is our source for sports
scores, dinners, insights and, increasingly more often,
opinions and reviews of products or services. There
are also more friends who demonstrate interest and
participate in our online communications. With an av-
erage of 190 friends on Facebook we get a substan-
company and basic customer service, limited to redi-
recting queries to relevant people. This is just basic
approach.
Internet monitoring is much like traditional media
monitoring, it bases on keywords to scan the inter-
net sources for mentions and sends the notification
whenever it appears. Internet monitoring, however,
makes it possible to achieve the information in near
real time. Thus if anyone on the internet uses the de-
fined keyword, the information about it would appear
in the system immediately or within minutes. This
provides great possibilities. The potential of internet
monitoring, however, lies in the proper selection of
keywords. Nothing stands in the way of keywords be-
ing not only associated with the name of your brand,
but also with certain consumer behavior. If you are an
electronics reseller, you should monitor for phrases
like "which TV to choose" or "which washing machine
would you recommend". This will lead you to threads
which can yield potential sales. Proper approach, how-
ever, requires inter-departmental cooperation based
on appropriate procedures.
It takes a good strategy to implement effective con-
sumer service in social media. It is not limited to pro-
cedures for specific situations – e.g. scenarios that are
handled publicly in social media or the right moment
to transfer them to "private" or another channel of
service. It is also requires availability of materials work-
ers can refer to and be sure they are complying with
the guidelines (solid database of questions and corre-
sponding answers, discussion development scenarios,
etc.). The strategy also consists of clear rules for co-
operation with the PR and marketing department or
an external agency that supports those departments
– especially when handling problematic mentions that
may affect the brand image. Effective monitoring of
the network has undeniable value. Without effective
20 21
tools like appropriate database of sources, reaching all
valuable threads is next to impossible.
Building the right team constitutes a very impor-
tant element of the success in social customer
service. What does "right" mean then? First of all, the
one who not only knows the products and services,
but also actively uses social media and is genuinely pas-
sionate about it. What is also matters is the knowl-
edge of the specifics of individual platforms, whether
it's Facebook or Twitter, specific etiquette applies. The
team should consist of people with diverse compe-
tencies that will be able to answer questions ranging
various areas like Marketing, IT, sales, security (heavily
dependent on the structure of the company and the
involved departments). Leaving social media commu-
nication to Marketing or PR departments exclusively
is a common mistake, especially when there are nu-
merous mentions related to customer service or sales.
You have to remember that it's customer service who
will have the best idea of typical problems and needs
of customers and will be able to address them more
efficiently. Another very important aspect: organic,
authentic style. Without it, even the best procedures
and highly qualified teams will not be able to provide
effective service. People who can write clearly and
credibly are invaluable. Discussions in social media in
their most part are public and thus must be profes-
sional and balanced. Creating relevant content is half
the battle and deserves special attention.
A ctivities in the area of customer service and sales
in social media can be carried out implementing
the above assumptions, creating the right team and
using commercially available tools to monitor the In-
ternet. It takes just one more element to be com-
pletely successful: a proper CRM system (Customer
Relationship Management) with built-in mechanisms
for assessing the performance of the consultants.
One of the success factors in this channel of com-
munication is appropriate use of the acquired data.
Nothing stands in the way of our team to help a John
Smith buy a holiday, and on another occasion, choose
the right insurance. The history of consumer needs
can be extremely valuable in the context of each sub-
sequent call. Until now, most companies from the call
center industry either received or purchased their
leads. The era of social media makes such data readily
available to companies that are able to make use of
information on the internet. Call Center Inter Galac-
tica has adopted such model of Social CRM, a com-
bination of customer service and sales with presence
in social media using a dedicated tool. Experienced
team, strategy, understanding the environment and
appropriate software, all-in-one with the new CCIG
service – Social Media Sales, which aims to provide
the best integrated consumer support in social media.
TAKE NOTES
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