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Managing Call-Backs in the Call Centre

It’s simple to throw technology or people at the challenge of managing call-backs in the call centre but it’s far more difficult to manage the process to deliver optimal outcomes. Richard Farrell explains how it can be done.

Importance Of Consistency Among Different Channels In The Contact Center

Recently I was asked to participate in an expert round-up for how Fortune 500 companies Manage their Contact Center(s). More specifically, I was asked to provide insight on the importance of consistency among different channels within a Contact Center. There is a wide range of channels available in the Contact Center industry. Traditional calling is no longer the sole standard and thus the Call Center has evolved to the Contact Center, offering multiple channels such as email, chat, SMS, video, self-serve, social media etc.

How to Have Fun in Inbound and Outbound Telemarketing

Let’s face it, telemarketing isn’t always “fun”. As an operations manager in an outsourced telemarketing agency with agents in a brick and mortar setting as well as in an at home setting, I know first-hand what it takes to make the job fun for the agents. But before I tell you my secrets, let me take you through the job. It’s not easy work. It takes dedication, self-motivation and the drive to want to succeed. Think about these items when creating incentives:

In-house Vs. Outsourced Telemarketing – Which is better?

Customer satisfaction is a top priority for all kind of companies (service-oriented or a product based) that want to leave an impression. A responsive, precise, and professional response to the customers’ query not only aids to cling and return a happy client but also offers confidence in the business. If the business is new or in expansion mode, it is often tough to offer prompt attention to customer calls. This is due to the limited number of employee available and humungous tasks meant to deliver.

Balancing Information Security and Customer Needs

Security breaches in the contact center environment can be enormously expensive and damaging, so it is worth real money to approach these matters the right way. It is important to foster a strong security culture supported by well-designed processes – – rather than rely on a patchwork of technologies that simply give a warm fuzzy feeling of security. Security is a journey – – not a destination – – and corporate culture and business process must mesh with the technologies that support them, not the other way around.

Inbound Call Goals in Call Center Outsourcing

How do inbound calls enhance outbound call programs? Many companies have an inbound customer service number. Customers can and do call in for a wide variety of reasons. They need to order an item or service, maybe they are unhappy with that item or service and wish to get a refund or perhaps to check the status of an order to name a few. But how do those inbound calls enhance the outbound call programs those businesses may be running? We will talk about that in a moment, but before any of that can happen you must have one really important piece – a great team!

Best Practices of Appointment Setting in Sales Process

You might have the best-in-class sales persons – suave, charismatic and eloquent; however, if they are never given an opportunity to meet the prospect(s), their qualities are of no importance. Therefore, it is important for your business to spend a significant amount of time and energy in arranging scheduled calls and meetings with prospects, to facilitate the process of conversions for your sales representatives. Scheduling calls or appointment setting filters the audience, changing the context of interaction from interference to interest. This also provides confidence to the salesman to perform as he/she knows that there is a real chance of conversion.

10 Tips to Improve Agent Performance

Contact centers rely on agents to deliver a lasting first impression and exceptional service to every customer. Without a strong frontline, you risk losing customers, a poor reputation, and lack of growth. Some contact centers focus solely on quantity and measure success by the number of calls managed in a particular timeframe. For success to become an ongoing reality for contact centers, you need to shift the focus from quantity of calls to the quality of interactions by consistently reviewing and working to improve agent performance.

Four Easy Ways To Reduce Agent Turnover

Agents are frontline problem-solvers who set the stage for customer satisfaction. However, despite being the lifeline of every contact center, agent turnover is costing the industry millions and showing no signs of slowing down. Employee retention rates are as low as 50 percent, costing a single contact center more than $300,000 a year to recruit and train new replacements. To reduce agent turnover, consider implementing the following agent-first initiatives in the contact center.

Contact Center Metrics, Why Do They Matter?

Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. Contact Centers can generate an immense amount of data and reporting on just about anything that we could conceive. But just because we can produce a report, does it mean we should?

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