60 k corporate_august 2011_portfolio

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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_august 2011_portfolio

    1. 1. We Are Here For You!<br />Delivering<br />ISO Certified<br />Multilingual <br />Multichannel<br />Award Winning<br />Customer Service<br />at Affordable Prices<br />
    2. 2. Table of Contents<br />We Bring Value<br />Recognition<br />Premium Customer Service Delivery<br />We Are ISO Certified<br />Priorities<br />Why Bulgaria?<br />Services We Provide<br />Linguistics – a Shrinking World<br />Language Support<br />Recruitment – Our Staff Are Your Staff!<br />Account Management<br />Implementation – Smooth & Seamless<br />Implementation – Structured & Controlled<br />Technological solutions<br />Premises<br />Portfolio<br />Why are we different?<br />Mission Statement<br />Contact Details<br />
    3. 3. We Bring Value<br />Benefits of partnering with 60K include:<br />Greater EBITDAR (Earnings Before Interest, Taxes, Depreciation, Amortisation, and Restructuring or Rent Costs)<br />
    4. 4. Recognition<br />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”.<br />60K won the gold medal in the Contact Centre World Awards!<br />2009 Awards:<br />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. <br />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.<br />2010 Awards:<br />60K qualified for the EMEA finals and won silverware in the following categories:<br /><ul><li>Silver Medal in the Best Contact Centre (Medium Size) category
    5. 5. Silver Medal in the Best Outsourcing Partnershipcategory (with the award-winning project for BE Broadband)
    6. 6. Bronze Medal in the Best Trainer category</li></li></ul><li>Achievements - <br />Premium Customer Service Delivery<br />PlusNet<br />TalkTalk Broadband<br />BE Broadband (O2)<br />Sky Broadband<br />Virgin Media<br />O2<br />
    7. 7. Achievements<br />
    8. 8. Achievements<br />Customer Support<br />ISPA 13th annual internet industry awards for 2011 finalist: Best Consumer Customer Service ISP <br />Which? Magazine - “Best Buy 2008 (85% customer satisfaction)” - winner (1st place)<br />PC Advisor” ISP Awards 2009:<br /><ul><li> O2 – “Best Buy” Award
    9. 9. O2 owned BE Broadband – “Recommended” </li></ul> Award<br />
    10. 10. Achievements<br />2009 Awards:<br />SamuilFilipov 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.<br />2010 Awards:<br />60K and Be Unlimited won silverware in the EMEA finals in the category: Best Outsourcing Partnership<br />2011 <br />60K qualified for the finals in The European Call Centre and Customer Service Awards 2011 in the category Best Outsourcing Partnership with BE Unlimited. <br />
    11. 11. We Are ISO Certified<br />In May 2010, just two years <br />after the company was established, <br />60K acquired ISO 9001:2008 certification. <br />The Quality Management System integrated as well as the full process lifecycle: from signing LoI to service delivery were ISO qualified by Quality Austria.<br />
    12. 12. Priorities<br />
    13. 13. Why Bulgaria?<br />
    14. 14. Services We Provide<br />
    15. 15. Services We Provide<br />
    16. 16. Linguistics – a Shrinking World<br />
    17. 17. Language Support<br />22 different languages<br />currently supported by 60K<br />We continuously upgrade our database of nearly 1,000 people with both technical knowledge and foreign languages<br />
    18. 18. Recruitment – Our Staff Are Your Staff!<br />
    19. 19. Account Management<br />
    20. 20. Implementation – Smooth & Seamless<br />
    21. 21. Implementation – Structured & Controlled<br />
    22. 22. Technological solutions<br />We have developed our internal technical solution, which includes number of different modules working in perfect harmony. <br />Some of the benefits using our solution:<br />
    23. 23. Premises<br />
    24. 24. Portfolio<br />
    25. 25. Why are we different?<br />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.<br />We under commit and over deliver.<br />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.<br />We tell the truth.<br />
    26. 26. Mission Statement<br />"60K promises you innovation and service excellence from<br /> a company you can trust. <br />Our quality policy is to provide only the most reliable,<br /> responsive and cost-effective <br />products andservices that meet or<br /> exceed customer expectations.  <br />We are committed to operational excellence,<br /> reliable service levels and believe<br /> in  prompt, courteous and effective<br /> customer representation"<br />
    27. 27. Contact Details<br />Follow us on: <br />Visit us at: www.60k.bg<br />

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