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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

szymon.golyski@ccig.pl

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.

bartlomiej.rak@ccig.pl

696 024 082

krzysztof.lech@ccig.pl

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

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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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