60 k corporate_mar. 2011_portfolioPresentation Transcript
We Are Here For You! Delivering ISO Certified Multilingual Multichannel Award Winning Customer Service at Affordable Prices
Table of Contents We Bring Value Recognition Premium Customer Service Delivery Premium Customer Service Delivery We Are ISO Certified Priorities Why Bulgaria? Services We Provide Services We Provide Linguistics – a Shrinking World Language Support Recruitment – Our Staff Are Your Staff! Account Management Implementation – Smooth & Seamless Implementation – Structured & Controlled Technological solutions Premises Portfolio Why are we different? Mission Statement Contact Details
We Bring Value Benefits of partnering with 60K include: Greater EBITDAR (Earnings Before Interest, Taxes, Depreciation, Amortisation, and Restructuring or Rent Costs)
Recognition Each year ContactCenterWorld.com organize a Contact Centre Industry Awards program, for the Top Ranking Performers. These prestigious awards recognize the very best in the contact centre industry from all over the world and are considered to be the “Contact Centre Olympics”. 60K won the gold medal in the Contact Centre World Awards! 2009 Awards: SamuilFilipov and Kaloyan Valev - the chosen finalists from 60K, performed admirably at the EMEA finals. They were finalists in the Best Contact Centre Agent and the Best Contact Centre Supervisor categories. After Samuil won the Best Customer Service Agent Award for EMEA region, he proceeded to the world finals at Las Vegas, where he won the gold medal and became the Best Customer Service Agent in the world. 2010 Awards: 60K qualified for the EMEA finals and won silverware in the following categories:
Silver Medal in the Best Contact Centre (Medium Size) category
Silver Medal in the Best Outsourcing Partnershipcategory (with the award-winning project for BE Broadband)
Bronze Medal in the Best Trainer category
Premium Customer Service Delivery During the past few years 60k has achieved continuous improvement in the Customer Services provided to Be. The new strategies and innovative approach have enabled Be to reap the rewards and obtain the Gold Medal in the Think Broadband Awards 2010. (Link: http://www.thinkbroadband.com/news/4592-customer-service-awards-2010.html ) Think Broadband have examined nearly 200,000 ratings recorded by their users from the beginning of 2010 to the end of the year and have seen a clear indication of the quality that Be show in customer service.
Premium Customer Service Delivery BE Broadband (O2) The above graph is a www.ThinkBroadband.com continuous benchmark on the levels of customer service maintained among the highest rated broadband providers in the UK. For a second consecutive year 60K delivers the best customer service for our client – O2 owned BE Broadband. O2 PlusNet Sky Broadband TalkTalk Broadband Virgin Media
Premium Customer Service Delivery UK internet service providers customer service ratings 2008 by “Which?” magazine:
O2 owned BE Broadband- rated5 stars
O2 – rated 5 stars
Our client came on top of Virgin, AOL, BT, BT Yahoo, Demon, Orange, PIPEX, Plusnet, Sky, Talk Talk and Zen
PC Advisor” ISP Awards 2009:
O2 – “Best Buy” Award
O2 owned BE Broadband – “Recommended”
We Are ISO Certified In May 2010, just two years after the company was established, 60K acquired ISO 9001:2008 certification. The Quality Management System integrated as well as the full process lifecycle: from signing LoI to service delivery were ISO qualified by Quality Austria.
Services We Provide
Services We Provide
Linguistics – a Shrinking World
Language Support 22 different languages currently supported by 60K We continuously upgrade our database of nearly 1,000 people with both technical knowledge and foreign languages
Recruitment – Our Staff Are Your Staff!
Implementation – Smooth & Seamless
Implementation – Structured & Controlled
Technological solutions We have developed our internal technical solution, which includes number of different modules working in perfect harmony. Some of the benefits using our solution:
Why are we different? 60k is the fruit of a dream. We have created an environment of trust and respect. Our transparency and love for the work we do make our Customers feel that we are an extension of their businesses. We under commit and over deliver. We give no less than what we expect to receive. We set high challenges for ourselves and help our Customers meet and exceed their goals. We tell the truth.
Mission Statement "60K promises you innovation and service excellence from a company you can trust. Our quality policy is to provide only the most reliable, responsive and cost-effective products andservices that meet or exceed customer expectations. We are committed to operational excellence, reliable service levels and believe in prompt, courteous and effective customer representation"
Contact Details Follow us on: Visit us at: www.60k.bg