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Presentation Call-IT - member of USG People

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Karima Dunkley
Karima Dunkley

Call-IT is a Belgium-based customer contact center company with over 800 employees across 7 locations. They provide a variety of inbound, outbound, fulfillment, and data management services to clients. Key aspects of their service include developing customized processes and scripts for client projects, selecting and training qualified agents, implementing quality control measures, and providing transparent reporting to clients. Their goal is to form strategic partnerships with clients and take a proactive approach to continuously improve services.

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© Call-IT Oostende N.V
Content • Who is Call-IT • Our expertise (Services) • Customer Contact Center processes • Guarantees • Conclusions • Contact details -2- © Call-IT Oostende N.V
Who is Call-IT Call-IT has been active and specialized in a broad package of high knowledge customer contact services since 1986. This is the case for both in- and outbound customer contact. EXPERTISE AND QUALITY Call-IT is, with approx. 800 employees active in the Benelux contact center market (Weert (NL), Eindhoven (NL), Hasselt (B), Groot-Bijgaarden (B), Gentbrugge (B) en Oostende (B), Luik (B)), all 7 locations form one large virtual customer care center. FLEXIBILITY Since 2001, Call-IT is part of the public listed USG People N.V. (www.usgpeople.com ). USG People specializes in employment services with temporary staffing and HR services as primary service. Colleague brands are: e.g. Unique, Start People & Creyf’s, etc. FINANCIAL SOLID Since its foundation, Call-IT has been working for many respected clients and managed to secure long term client relationships. Being pro-active, creative, critical and able to identify mutual opportunities and threats are required in challenging markets. PRO-ACTIVE AND CRITICAL -3- © Call-IT Oostende N.V
Call-IT is part of USG people NV > € 3 billion turnover Daily 85.247 flex employees employed Founded in The Netherlands in 1972 1354 locations 20 different brands Active in 10 EU countries European top-4 player in staffing & HR solutions Listed on NYSE Euronext Amsterdam (ticker: USG) Included in the MidCap index Member of USG People Partner of USG People -4- © Call-IT Oostende N.V
Locations Call-IT is active from 7 locations as one virtual customer contact center, which is possible trough state of the art technology. Facility Weert HQ 140 Eindhoven 80 Inhouse Liege 180 Hasselt 150 Gent 40 Facility Groot-Bijgaarden 125 Oostende 140 -5- © Call-IT Oostende N.V
Vision Outsourcing your activities has two meanings to us. • Equal strategic partnership: Knowledge, Know-How + DNA adaptation • Pro-activity from Call-IT: creative problem solving, quality, processes, clearly defined KPI’s, seizing market opportunities and ‘last but not least’ intensive, open and sincere communication. -6- © Call-IT Oostende N.V
De power of Call-IT Our transparent and uniform approach has been considered by many clients as one of the most valuable aspects. Call-IT is specialized in high-knowledge services with the human factor as key. Our employees are supported by optimal infrastructure and advanced technology, e.g. in terms of virtual callcenter (over 7 locations), real-time monitoring, knowledge management and predictive dialing. By combining people and technolgy we give an interpretation to our core values: • Call-IT is the liaison between you and your customers • Quality goes paired with quantity • Every customer is unique and needs to be approached differently. • Your success is our success. • We are one of You! -7- © Call-IT Oostende N.V
Our services- Multichannel • INBOUND • OUTBOUND • FULFILMENT • DATA MANAGEMENT & ANALYSIS • CONTACT CENTER STAFFING CONSULTANCY -8- © Call-IT Oostende N.V
Services: Inbound Technical Helpdesk Peak capture of calls in emergencies Overflow In-sourcing Customer Care Services E-mail en fax servicing Co-sourcing Service desk Inbound sales cross- & up selling Back-office services -9- © Call-IT Oostende N.V
Services: Outbound Appointment Scheduling Recruitment campaigns Telesales & Telemarketing Lead Qualification and follow up Churn and Retention planning Follow up direct marketing Cross- & Up sell Reactivation ‘sleeping customers’ Mystery calling Welcome calls -10- © Call-IT Oostende N.V
Services: Fulfilment E-mail Handling Product Handling Product research Brochures & Samples Loyalty cards validation Acknowledgement documents Product reception Samples Posting Vouchers Fax -11- © Call-IT Oostende N.V
Services: Datamanagement & Analyses Customer Satisfaction Queries Database updating Database cleaning surveys Fraud detection -12- © Call-IT Oostende N.V
Services: Contact Center Staffing Capacity In sourcing services Expertise Research Management -13- © Call-IT Oostende N.V
Customer Contact Center processes Processes are a very important link to success: • Project team formulation • Planning • Set-up of infrastructure and knowledge bank • Scripts (process flow) • Selection of quality agents • Training of employees • Reporting Set-up • Daily monitoring and coaching • Securing quality • Evaluation of results and coaching -14- © Call-IT Oostende N.V
Setup of the project team • For every assignment an experienced project team will be set-up • The project team secures quality and makes sure services are carried out in an excellent manner. • All operational communication with your company will be channeled via the projectmanager. • Call-IT’s project managers have extensive experience with different clients and projects. Key in our services is quality and decisiveness. -15- © Call-IT Oostende N.V
Setting-up knowledgebase • Script as a guide with special attention to customer service and Process management • We will work with the client to create a knowledge base which identifies all possible known processes, procedures and solutions. • Structure of (registration) through the history log of all relevant information carriers • The use of the different communication channels to support different customer levels : Phone – E-mail – Chat - E-self service Tatking ino account • Image & Branding • Customers’ Approach • Correct ‘Tone of Voice’ • Balance between quality and quantity • Applying the correct service levels and KPI’s Continuous learning from the market • Fine-tuning of the scripts and processes • Optimalization of service and knowledge -16- © Call-IT Oostende N.V
Planning The aim of the project planning is to provide a clear description of all steps and measures to be taken to secure a successful project implementation. Succes ingredients in planning: • The implementation of a project is a co-production Call-IT and Supplier • For projects to be carried in a timely manner within the proposed budgets, it is imperative that all milestones are correctly set. • All the necessary knowledge components will be mapped and delivered timely to achieve an impeccable start. • All systems, infrastructure, databases and applications which are outside the immediate scope of the establishment of the Customer Contact Center, yet with a direct or indirect impact, will be mapped in advance and managed before implementation date will be set. -17- © Call-IT Oostende N.V
Selection of the right employees • Client and People-driven • Result oriented CORRECT DNA • Decisiveness • Entrepreneurship • Candidate selection is carried out by our HR and Operations departments. • Mandatory requirements are formulated BASICS AT CALL-IT Extensive knowledge of different communicative, commercial skills and knowledge of call center applications is considered as a fixed part of the contact center agents’ resume. -18- © Call-IT Oostende N.V
Training of employees Train the Trainer The supplier will provide a product training to our training specialists. Call- IT will secure knowledge together with additional training and coaching. Customer Focus • Service based on ‘Service + 1’ • Vision take over: "We are one of you" • Correct and suitable "Tone of Voice" • In-depth product knowledge Commercial techniques How to ensure customer satisfaction and increase sales. Other training subjects: • Process flows regarding call handling • Marketing campaigns and vision on this • Customer-specific issues (guarantees, SLA, etc.) -19- © Call-IT Oostende N.V
Set-up reporting Our reporting gives all parties a complete transparent understanding and periodically insight of all activities. Through constant analyzing and adjusting projects accordingly we achieve optimal results. Through frequent monitoring, on both quality and service level, areas of improvement can be addressed quickly and accurately. One of the merits of "Call-IT" in existing relationships is that we periodically discuss these reports with our clients. We know how to translate them into improvements for both ourselves and your organization. A True partnership. -20- © Call-IT Oostende N.V
Quality Assurance Individual and team performance analyses Quality assurance by monitoring: • Live monitoring by coaches and supervisors (listening in) • Daily planned monitoring (part of the evolution cycle of the agent) • Checking the records • Knowledge Tests • Refreshment training • Customer Satisfaction Surveys -21- © Call-IT Oostende N.V
Conclusion A cooperation with Call-IT means: • You’ve choosen a specialist partner • You’ll have a pro-active and constructive partner • You’ll work with a solide and flexible partner • You’ll find a partner willing to share risks • You’ll be able to access the USG People network • You’ll be assured of a result driven customer experience -22- © Call-IT Oostende N.V
Tekst Karima Dunkley Business Development Manager Alfons Gossetlaan 54 1702 Groot-Bijgaarden M +32 (0)491 96 50 10 T +32 (0)2 800 79 10 F +32 (0)2 800 79 99 E k.dunkley@call-it.be W www.call-it.com -23- © Call-IT Oostende N.V

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Presentation Call-IT - member of USG People

  • 2. Content • Who is Call-IT • Our expertise (Services) • Customer Contact Center processes • Guarantees • Conclusions • Contact details -2- © Call-IT Oostende N.V
  • 3. Who is Call-IT Call-IT has been active and specialized in a broad package of high knowledge customer contact services since 1986. This is the case for both in- and outbound customer contact. EXPERTISE AND QUALITY Call-IT is, with approx. 800 employees active in the Benelux contact center market (Weert (NL), Eindhoven (NL), Hasselt (B), Groot-Bijgaarden (B), Gentbrugge (B) en Oostende (B), Luik (B)), all 7 locations form one large virtual customer care center. FLEXIBILITY Since 2001, Call-IT is part of the public listed USG People N.V. (www.usgpeople.com ). USG People specializes in employment services with temporary staffing and HR services as primary service. Colleague brands are: e.g. Unique, Start People & Creyf’s, etc. FINANCIAL SOLID Since its foundation, Call-IT has been working for many respected clients and managed to secure long term client relationships. Being pro-active, creative, critical and able to identify mutual opportunities and threats are required in challenging markets. PRO-ACTIVE AND CRITICAL -3- © Call-IT Oostende N.V
  • 4. Call-IT is part of USG people NV > € 3 billion turnover Daily 85.247 flex employees employed Founded in The Netherlands in 1972 1354 locations 20 different brands Active in 10 EU countries European top-4 player in staffing & HR solutions Listed on NYSE Euronext Amsterdam (ticker: USG) Included in the MidCap index Member of USG People Partner of USG People -4- © Call-IT Oostende N.V
  • 5. Locations Call-IT is active from 7 locations as one virtual customer contact center, which is possible trough state of the art technology. Facility Weert HQ 140 Eindhoven 80 Inhouse Liege 180 Hasselt 150 Gent 40 Facility Groot-Bijgaarden 125 Oostende 140 -5- © Call-IT Oostende N.V
  • 6. Vision Outsourcing your activities has two meanings to us. • Equal strategic partnership: Knowledge, Know-How + DNA adaptation • Pro-activity from Call-IT: creative problem solving, quality, processes, clearly defined KPI’s, seizing market opportunities and ‘last but not least’ intensive, open and sincere communication. -6- © Call-IT Oostende N.V
  • 7. De power of Call-IT Our transparent and uniform approach has been considered by many clients as one of the most valuable aspects. Call-IT is specialized in high-knowledge services with the human factor as key. Our employees are supported by optimal infrastructure and advanced technology, e.g. in terms of virtual callcenter (over 7 locations), real-time monitoring, knowledge management and predictive dialing. By combining people and technolgy we give an interpretation to our core values: • Call-IT is the liaison between you and your customers • Quality goes paired with quantity • Every customer is unique and needs to be approached differently. • Your success is our success. • We are one of You! -7- © Call-IT Oostende N.V
  • 8. Our services- Multichannel • INBOUND • OUTBOUND • FULFILMENT • DATA MANAGEMENT & ANALYSIS • CONTACT CENTER STAFFING CONSULTANCY -8- © Call-IT Oostende N.V
  • 9. Services: Inbound Technical Helpdesk Peak capture of calls in emergencies Overflow In-sourcing Customer Care Services E-mail en fax servicing Co-sourcing Service desk Inbound sales cross- & up selling Back-office services -9- © Call-IT Oostende N.V
  • 10. Services: Outbound Appointment Scheduling Recruitment campaigns Telesales & Telemarketing Lead Qualification and follow up Churn and Retention planning Follow up direct marketing Cross- & Up sell Reactivation ‘sleeping customers’ Mystery calling Welcome calls -10- © Call-IT Oostende N.V
  • 11. Services: Fulfilment E-mail Handling Product Handling Product research Brochures & Samples Loyalty cards validation Acknowledgement documents Product reception Samples Posting Vouchers Fax -11- © Call-IT Oostende N.V
  • 12. Services: Datamanagement & Analyses Customer Satisfaction Queries Database updating Database cleaning surveys Fraud detection -12- © Call-IT Oostende N.V
  • 13. Services: Contact Center Staffing Capacity In sourcing services Expertise Research Management -13- © Call-IT Oostende N.V
  • 14. Customer Contact Center processes Processes are a very important link to success: • Project team formulation • Planning • Set-up of infrastructure and knowledge bank • Scripts (process flow) • Selection of quality agents • Training of employees • Reporting Set-up • Daily monitoring and coaching • Securing quality • Evaluation of results and coaching -14- © Call-IT Oostende N.V
  • 15. Setup of the project team • For every assignment an experienced project team will be set-up • The project team secures quality and makes sure services are carried out in an excellent manner. • All operational communication with your company will be channeled via the projectmanager. • Call-IT’s project managers have extensive experience with different clients and projects. Key in our services is quality and decisiveness. -15- © Call-IT Oostende N.V
  • 16. Setting-up knowledgebase • Script as a guide with special attention to customer service and Process management • We will work with the client to create a knowledge base which identifies all possible known processes, procedures and solutions. • Structure of (registration) through the history log of all relevant information carriers • The use of the different communication channels to support different customer levels : Phone – E-mail – Chat - E-self service Tatking ino account • Image & Branding • Customers’ Approach • Correct ‘Tone of Voice’ • Balance between quality and quantity • Applying the correct service levels and KPI’s Continuous learning from the market • Fine-tuning of the scripts and processes • Optimalization of service and knowledge -16- © Call-IT Oostende N.V
  • 17. Planning The aim of the project planning is to provide a clear description of all steps and measures to be taken to secure a successful project implementation. Succes ingredients in planning: • The implementation of a project is a co-production Call-IT and Supplier • For projects to be carried in a timely manner within the proposed budgets, it is imperative that all milestones are correctly set. • All the necessary knowledge components will be mapped and delivered timely to achieve an impeccable start. • All systems, infrastructure, databases and applications which are outside the immediate scope of the establishment of the Customer Contact Center, yet with a direct or indirect impact, will be mapped in advance and managed before implementation date will be set. -17- © Call-IT Oostende N.V
  • 18. Selection of the right employees • Client and People-driven • Result oriented CORRECT DNA • Decisiveness • Entrepreneurship • Candidate selection is carried out by our HR and Operations departments. • Mandatory requirements are formulated BASICS AT CALL-IT Extensive knowledge of different communicative, commercial skills and knowledge of call center applications is considered as a fixed part of the contact center agents’ resume. -18- © Call-IT Oostende N.V
  • 19. Training of employees Train the Trainer The supplier will provide a product training to our training specialists. Call- IT will secure knowledge together with additional training and coaching. Customer Focus • Service based on ‘Service + 1’ • Vision take over: "We are one of you" • Correct and suitable "Tone of Voice" • In-depth product knowledge Commercial techniques How to ensure customer satisfaction and increase sales. Other training subjects: • Process flows regarding call handling • Marketing campaigns and vision on this • Customer-specific issues (guarantees, SLA, etc.) -19- © Call-IT Oostende N.V
  • 20. Set-up reporting Our reporting gives all parties a complete transparent understanding and periodically insight of all activities. Through constant analyzing and adjusting projects accordingly we achieve optimal results. Through frequent monitoring, on both quality and service level, areas of improvement can be addressed quickly and accurately. One of the merits of "Call-IT" in existing relationships is that we periodically discuss these reports with our clients. We know how to translate them into improvements for both ourselves and your organization. A True partnership. -20- © Call-IT Oostende N.V
  • 21. Quality Assurance Individual and team performance analyses Quality assurance by monitoring: • Live monitoring by coaches and supervisors (listening in) • Daily planned monitoring (part of the evolution cycle of the agent) • Checking the records • Knowledge Tests • Refreshment training • Customer Satisfaction Surveys -21- © Call-IT Oostende N.V
  • 22. Conclusion A cooperation with Call-IT means: • You’ve choosen a specialist partner • You’ll have a pro-active and constructive partner • You’ll work with a solide and flexible partner • You’ll find a partner willing to share risks • You’ll be able to access the USG People network • You’ll be assured of a result driven customer experience -22- © Call-IT Oostende N.V
  • 23. Tekst Karima Dunkley Business Development Manager Alfons Gossetlaan 54 1702 Groot-Bijgaarden M +32 (0)491 96 50 10 T +32 (0)2 800 79 10 F +32 (0)2 800 79 99 E k.dunkley@call-it.be W www.call-it.com -23- © Call-IT Oostende N.V