Call-IT is a Belgium-based customer contact center company with over 800 employees across 7 locations. They provide a variety of inbound, outbound, fulfillment, and data management services to clients. Key aspects of their service include developing customized processes and scripts for client projects, selecting and training qualified agents, implementing quality control measures, and providing transparent reporting to clients. Their goal is to form strategic partnerships with clients and take a proactive approach to continuously improve services.

1. © Call-IT Oostende N.V

2. Content
• Who is Call-IT
• Our expertise (Services)
• Customer Contact Center processes
• Guarantees
• Conclusions
• Contact details
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3. Who is Call-IT
Call-IT has been active and specialized in a broad package of high knowledge customer contact
services since 1986. This is the case for both in- and outbound customer contact.
EXPERTISE AND QUALITY
Call-IT is, with approx. 800 employees active in the Benelux contact center market (Weert
(NL), Eindhoven (NL), Hasselt (B), Groot-Bijgaarden (B), Gentbrugge (B) en Oostende (B), Luik
(B)), all 7 locations form one large virtual customer care center.
FLEXIBILITY
Since 2001, Call-IT is part of the public listed USG People N.V. (www.usgpeople.com ). USG People
specializes in employment services with temporary staffing and HR services as primary service.
Colleague brands are: e.g. Unique, Start People & Creyf’s, etc.
FINANCIAL SOLID
Since its foundation, Call-IT has been working for many respected clients and managed to secure
long term client relationships. Being pro-active, creative, critical and able to identify mutual
opportunities and threats are required in challenging markets.
PRO-ACTIVE AND CRITICAL
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4. Call-IT is part of USG people NV
> € 3 billion turnover
Daily 85.247 flex employees employed
Founded in The Netherlands in 1972
1354 locations
20 different brands
Active in 10 EU countries
European top-4 player in staffing & HR solutions
Listed on NYSE Euronext Amsterdam (ticker: USG)
Included in the MidCap index
Member of USG People
Partner of USG People
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5. Locations
Call-IT is active from 7 locations as
one virtual customer contact
center, which is possible trough state
of the art technology.
Facility Weert HQ 140
Eindhoven 80
Inhouse Liege 180
Hasselt 150
Gent 40
Facility Groot-Bijgaarden 125
Oostende 140
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6. Vision
Outsourcing your activities has two meanings to us.
• Equal strategic partnership: Knowledge, Know-How + DNA adaptation
• Pro-activity from Call-IT: creative problem solving, quality, processes, clearly defined
KPI’s, seizing market opportunities and ‘last but not least’ intensive, open and sincere
communication.
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7. De power of Call-IT
Our transparent and uniform approach has been considered by many clients
as one of the most valuable aspects.
Call-IT is specialized in high-knowledge services with the human factor as key.
Our employees are supported by optimal infrastructure and advanced
technology, e.g. in terms of virtual callcenter (over 7 locations), real-time
monitoring, knowledge management and predictive dialing.
By combining people and technolgy we give an interpretation to our core values:
• Call-IT is the liaison between you and your customers
• Quality goes paired with quantity
• Every customer is unique and needs to be approached differently.
• Your success is our success.
• We are one of You!
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8. Our services- Multichannel
• INBOUND
• OUTBOUND
• FULFILMENT
• DATA MANAGEMENT & ANALYSIS
• CONTACT CENTER STAFFING CONSULTANCY
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9. Services: Inbound
Technical Helpdesk
Peak capture of calls in emergencies
Overflow
In-sourcing
Customer Care Services
E-mail en fax servicing
Co-sourcing
Service desk
Inbound sales cross- & up selling
Back-office services
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10. Services: Outbound
Appointment Scheduling
Recruitment campaigns
Telesales & Telemarketing
Lead Qualification and follow up
Churn and Retention planning
Follow up direct marketing
Cross- & Up sell
Reactivation ‘sleeping customers’
Mystery calling
Welcome calls
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11. Services: Fulfilment
E-mail Handling
Product Handling
Product research
Brochures & Samples
Loyalty cards validation
Acknowledgement documents
Product reception
Samples
Posting
Vouchers
Fax
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12. Services: Datamanagement & Analyses
Customer Satisfaction Queries
Database updating
Database cleaning
surveys
Fraud detection
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13. Services: Contact Center Staffing
Capacity
In sourcing services
Expertise
Research
Management
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14. Customer Contact Center processes
Processes are a very important link to success:
• Project team formulation
• Planning
• Set-up of infrastructure and knowledge bank
• Scripts (process flow)
• Selection of quality agents
• Training of employees
• Reporting Set-up
• Daily monitoring and coaching
• Securing quality
• Evaluation of results and coaching
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15. Setup of the project team
• For every assignment an experienced project team will be set-up
• The project team secures quality and makes sure services are carried out in an
excellent manner.
• All operational communication with your company will be channeled via the
projectmanager.
• Call-IT’s project managers have extensive experience with different clients and
projects.
Key in our services is quality and decisiveness.
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16. Setting-up knowledgebase
• Script as a guide with special attention to customer service and Process management
• We will work with the client to create a knowledge base which identifies all possible known
processes, procedures and solutions.
• Structure of (registration) through the history log of all relevant information carriers
• The use of the different communication channels to support different customer levels : Phone –
E-mail – Chat - E-self service
Tatking ino account
• Image & Branding
• Customers’ Approach
• Correct ‘Tone of Voice’
• Balance between quality and quantity
• Applying the correct service levels and KPI’s
Continuous learning from the market
• Fine-tuning of the scripts and processes
• Optimalization of service and knowledge
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17. Planning
The aim of the project planning is to provide a clear description of all steps and measures
to be taken to secure a successful project implementation.
Succes ingredients in planning:
• The implementation of a project is a co-production Call-IT and Supplier
• For projects to be carried in a timely manner within the proposed budgets, it is imperative
that all milestones are correctly set.
• All the necessary knowledge components will be mapped and delivered timely to
achieve an impeccable start.
• All systems, infrastructure, databases and applications which are outside the immediate
scope of the establishment of the Customer Contact Center, yet with a direct or indirect
impact, will be mapped in advance and managed before implementation date will be set.
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18. Selection of the right employees
• Client and People-driven
• Result oriented
CORRECT DNA
• Decisiveness
• Entrepreneurship
• Candidate selection is carried out by our HR and Operations departments.
• Mandatory requirements are formulated
BASICS AT CALL-IT
Extensive knowledge of different communicative, commercial skills and knowledge of call
center applications is considered as a fixed part of the contact center agents’ resume.
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19. Training of employees
Train the Trainer
The supplier will provide a product training to our training specialists.
Call- IT will secure knowledge together with additional training and
coaching.
Customer Focus
• Service based on ‘Service + 1’
• Vision take over: "We are one of you"
• Correct and suitable "Tone of Voice"
• In-depth product knowledge
Commercial techniques
How to ensure customer satisfaction and increase sales.
Other training subjects:
• Process flows regarding call handling
• Marketing campaigns and vision on this
• Customer-specific issues (guarantees, SLA, etc.)
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20. Set-up reporting
Our reporting gives all parties a complete transparent understanding and periodically insight of
all activities. Through constant analyzing and adjusting projects accordingly we achieve optimal
results.
Through frequent monitoring, on both quality and service level, areas of improvement can be
addressed quickly and accurately.
One of the merits of "Call-IT" in existing relationships is that
we periodically discuss these reports with our clients.
We know how to translate them into improvements for both
ourselves and your organization. A True partnership.
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21. Quality Assurance
Individual and team performance analyses
Quality assurance by monitoring:
• Live monitoring by coaches and supervisors (listening in)
• Daily planned monitoring (part of the evolution cycle of the agent)
• Checking the records
• Knowledge Tests
• Refreshment training
• Customer Satisfaction Surveys
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22. Conclusion
A cooperation with Call-IT means:
• You’ve choosen a specialist partner
• You’ll have a pro-active and constructive partner
• You’ll work with a solide and flexible partner
• You’ll find a partner willing to share risks
• You’ll be able to access the USG People network
• You’ll be assured of a result driven customer experience
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23. Tekst
Karima Dunkley
Business Development Manager
Alfons Gossetlaan 54
1702 Groot-Bijgaarden
M +32 (0)491 96 50 10
T +32 (0)2 800 79 10
F +32 (0)2 800 79 99
E k.dunkley@call-it.be
W www.call-it.com
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