2. About CallPoint New Europe
7 years of excellence
Delivery sites in Bulgaria and Romania (both EU member states)
Privately held, supported by Global Finance Growth Fund
3 locations in Eastern Europe with 800 seats
30 clients from the EU and the USA
Doing business in 10 countries
More than 700,000 transactions per month
Services offered: multichannel customer care, back-office,
email support, telesales, market research, technical support
Cultural proximity to Europe & North America
ISO 9001:2008 certification on quality
ISO 27001:2005 certification on information security
PCI DSS Compliant Service Provider, level 2
3. Strategic Positioning
Expertise in selected verticals
• Focus on 4 verticals: T&L (Travel & Leisure); FS (Financial Services); Retail (e-commerce, mail order); HighTech and
Media (Software, Telecoms and Entertainment)
Operational excellence
• Best practices and continuous improvements based on ISO 9001:2008 certification and Six Sigma expertise
• Thoroughly implemented tools and process management
Unique capabilities
• Working 24x7
• 80% of staff speak at least 2 languages fluently
• Significant talent pool in selected Eastern European destinations
Customer focus
• Flexible delivery models to meet client requirements
• Dedicated account managers with implementation skills and experience
• Experienced implementation team in order to ensure successful project transition
Transformation capacity
• Ability to review and reengineer client processes in order to improve efficiency with trained consultants
• Implement ground breaking initiatives leading to resources and cost optimization through business process
management platforms.
4. Service offering
Customer Transformation
Market Research Risk Management
Interaction Services Solutions
• Customer Support: • Multilingual • Staff screening • Global re-
Pre-sales and post- telephone survey • Fraud detection engineering and
sales (CATI) • Debt collection optimization of the
• Customer • Programming operations
acquisition: telesales • Data analysis • Best Practices roll
and sales out
appointments
• Technical Support
• Email management
• Chat support
• Data entry
• Back-office service
Banking & Retail, Mail High-Tech
Travel &
Financial Order (Software, Utilities
Leisure
Services & E-Commerce Telco)
5. Contact Center Locations
SOFIA BUCHAREST PLOVDIV
BULGARIA ROMANIA BULGARIA
• 1700 m2 offices, 250 seats • 500 m2 offices, 100 seats
• 2500 m2 offices, 450 seats capacity capacity
capacity • Modern building located in
• Modern building with
• Modern building with excellent transport city center
excellent transport connection for staff • Multilingual platform
connection for staff
• French number 1 language • 24x7x365
• German and English number followed by English,
1 languages followed by Romanian, Italian and
Italian, Spanish and French Spanish
• 24x7x365 • 12x7x365
6. Competitive advantages of CallPoint
Best location to serve Top 5 competitive
international clients advantages
Strong outsourcing industry in Bulgaria
CallPoint specializes in four verticals
& Romania: 27 000 FTE’s with a growth
and brings real industry expertise
rate above 20% p.a.
A.T. Kearney ranks Bulgaria & Romania CallPoint invests in State-of-the-Art
as the most attractive locations in Applications and Technologies
Europe: Bulgaria ranks N1,
Romania – N3
CallPoint demonstrates more
flexibility and attention to its clients
Eastern Europe has become the new compared to other global players
multilingual hub for outsourcing
services – replacing traditional
CallPoint is ISO 9001:2008 certified
locations such as Ireland & Barcelona
and brings value through
transformation services
Multilingual 24/7 services in 16
languages with near-native speakers
8. Meet People at CallPoint
Educational Working
Languages Motivation
Background experience
• 80% of agents with • Customer Service • English • Average age of 25
graduate degrees in: • Financial Services • French • Enthusiastic
• Finance • Telesales • German • Highly motivated
• Engineering • Collections • Spanish • Committed
• Public Relations • Account Mgmt • Italian • Low Attrition rate
• Law • Cross-Selling • Dutch
• Business • Telemarketing • Hungarian
Management • Product Support • Russian
• Foreign Languages • Telecom • Bulgarian
• Technical support • Turkish
• Recruiting • Romanian
9. Managing human resources
Our Values for People Management
• Taking care of each other
• Client comes first for all of us: people work with people, not with companies
• Promoting people development on every level across the organization
• The right training is the key to excellence
How do we achieve these values?
Career Make employees
Training Benefits part of our
Development business
• CallPoint Academy • Self-assessment performance • Performance driven bonus • Buddying
• Standard & specific trainings review every 6 months schemes • Dedicated branded relax space
• Soft skills trainings • External trainings • Social benefits like medical • Joint events
• Language & cultural trainings • Fast track career insurance, meal vouchers
• Management skills • Identify leaders and help them • Sponsoring studies
realize their plans
100h training 86% internal 22%
variable pay ESI: 78%
year/person promotion
10. Technology
Telephony
• Avaya IP platform with high availability & fully redundant
• Fully integrated with IVR, ACD, CTI, Predictive dialing. Vocalcom Hermes.NET for ASAI solution
• Call & Screen recording integrated with Avaya CTI
Network
• Call routing inbound/outbound with Tier1 telecom operators allowing significant savings
• High availability with redundant links and equipment
Applications
• Workforce management system Teleopti
• Avaya CMS for reporting & analysis
• Quality Management and Recording System Verint
• Multichannel communication: chat (LivePerson), email management (Eptica, other tools supported)
• Document management platform Hyparchiv
• Ad-hoc support of client applications
11. Data Protection & Security
European Regulations
• All our centers are in the European Union and are compliant with directive 95/46 on
data protection
• Compliance with national data protection regulation
Data Security
• PCI Compliant Service Provider Level 2
• ISO 27001:2005 certification on information security
• Control of non-authorized data diffusion
• Separate VPN and VLAN set up to access customers applications remotely
Confidentiality
• Confidentiality agreement signed by all employees
• Criminal records and reference checks for all new recruits
12. Testimonials
“CallPoint delivers an unmatched quality/cost ratio, and they have a deep cultural understanding of our
customers. We understand the advantages of nearshoring our multilingual BPO services, and we consider
CallPoint as Europe’s leader in this space.”
Director, Leading European Car Rental Company
“We found at CallPoint an extremely knowledgeable and dedicated team – they know the processes in our
Industry upside down and were able to help us reduce our support costs while improving drastically
customer satisfaction.”
Leading French e-commerce company
“We are using several providers for support services across the world, but only at CallPoint we have found the
breadth of experience and the languages capabilities we were looking at. Management is very professional,
always anticipating your expectations and providing you solutions before problems occurs.“
Technical support director, leading anti-virus software company
13. Contacts
Contact us for any Business Development enquiries:
Xavier MARCENAC Philippe OUGRINOV
Executive Director Executive Director
In charge of the financial services, In charge of the tourism,
telecoms & technology verticals travel and leisure verticals
Mob : + 359 898 952 800 Mob : + 359 886 008 8 64
Email: xavier.marcenac@callpoint-group.com Email: philippe.ougrinov@callpoint-group.com
Grégoire VIGROUX Antonio COLI
Director for Romania Vice President Sales Europe
In charge of the retail &
e-commerce verticals
and for the Romanian market
Mob: + 4074 302 70 06 Mob: +39 345 854 04 68
Email: gregoire.vigroux@callpoint-group.com Email: antonio.coli@callpoint-group.com
Visit our website: www.callpoint-group.com
Visit our blog: www.multilingual-bpo.com
