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  • Putting our people first ; Understanding our client’s business and marketplace ; Knowing that technology is only a tool ; Under promising and over delivering ; Going beyond the norm
  • Micromanagement by clients ; Managing expectations ; The Art of the possible ; Challenging our performance ; Maintaining the company culture
  • We continuously review, revise and improve
  • We continuously review, revise and improve
  • We continuously review, revise and improve
  • Stick NEJ Tv, Vivacom
  • We continuously review, revise and improve

60 k corporate_mar. 2011_portfolio 60 k corporate_mar. 2011_portfolio Presentation 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”
    Award
  • 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.
  • Priorities
  • Why Bulgaria?
  • 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!
  • Account Management
  • 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:
  • Premises
  • Portfolio
  • 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