APEC,the best IT training institute in Ameerpet,Hyderabad, provides classroom training,online training,corporate training in both software and hardware courses.
APEC,the best IT training institute in Ameerpet,Hyderabad, provides classroom training,online training,corporate training in both software and hardware courses.
Presence Technology is a worldwide leading provider of Multi Channel Contact Center software, deployable Hosted or On Premise.
The complete Contact Center Suite was created and developed in a large Multi Channel Call Center in Europe. Therefore, Presence’s advantage relies on a deep understanding of the Contact Center daily operations.
Presence Suite Solutions are recognized as the most flexible, the easiest to integrate with other systems and the most user friendly solutions in the Contact Center industry.
The highly qualified professionals at Presence work with numerous world class partners throughout North America, Europe, Latin America and South Africa who stand behind and provide support for any project around the world.
i-Tech Global Business Solutions specializes in CRM (customer relationship management), voice and non-voice, inbound and outbound, contact center and back-office support services. We also offer collocation facilities with our world-class Data Center.
Total Solutions is the knowledge centre for the Financial Sector. We make our knowledge work through our Consulting, Contracting, Recruitment and Training services
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
The key differences between the MDR and IVDR in the EUAllensmith572606
In the European Union (EU), two significant regulations have been introduced to enhance the safety and effectiveness of medical devices – the In Vitro Diagnostic Regulation (IVDR) and the Medical Device Regulation (MDR).
https://mavenprofserv.com/comparison-and-highlighting-of-the-key-differences-between-the-mdr-and-ivdr-in-the-eu/
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
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