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Business Process Outsourcing and Business Process Management In-depth information about BPO as HR, finance & accounting, procurement, document management, call center and customer service, legal process outsourcing services and more. Stay informed about latest trends and market movements.  

gtai_contact_center_germany_640The contact center industry has been growing in the double-digit percentage range for years. With over 450,000 employees, it provides invaluable customer care support to a great number of industries in Germany and Europe. The ready availability of excellent employees and the blanket avail- ability of broadband provide you with an excellent foundation for your customer services operations in Germany. 

 

The Market for Contact Center Services in Germany

With nearly 5,700 contact centers and over 450,000 employees, the industry has attained considerable significance in Germany. 

social-media_640A new service attracts US Companies in Bulgaria, announced one of the leading outsourcing companies in Eastern Europe, CallPoint New Europe. The new service is called social media monitoring and it helps companies to better understand and measure their brand health and engagement with their customers’ community from all over the world in social media like Facebook, Twitter, LinkedIn, YouTube, blogs, message boards and forums. The call centre monitors millions of messages, comments and posts throughout the web and filters the ones that mention the company name, brand, product or any other assigned keyword.

The data is sliced and diced and the information is deeply analysed and organized in various reports. Furthermore, the operators can answer the authors, create new content or just engage with the loyal customers of the brand or react to negative and crisis online campaigns via one integrated platform. The service is delivered in 20 different languages, 24 hours a day, 7 days a week.

callcenter3Business experiencing slow economy almost try think in a negative way and a great number of establishments tend to discontinue their operations and start something new. But without knowing the actual conditions it is a sign of discomfort for many such companies and do not allocate the distribution of responsibilities in the appropriate hands. If we take an example of a contact centers service, there are many cost-reduction strategies that can effectively return the great losses and stabilize the business in certain period. Just need to check out the grey areas and reinforce strict boundaries to save money.

The cost-cutting strategies can be carried with the following four strategies that will position your contact center.

retail_300By Grégoire VIGROUX - The retailing sector operates in an extremely competitive environment. Retailers struggle, now more than ever, to keep their existing customers base and attract new ones. Some are in survival mode.Therefore, traditional retailers are constantly exploring new channels that help them to boost their sales.

And there is a growing trend among such retailers for call center outsourcing.We would like to take this opportunity to respond to 4 of the most common questions we have been receiving from retailers about how call center outsourcing can boost their sales.

callpoint_profile_640x300CallPoint New Europe Group (CallPoint) ist ein mehrsprachiges Contact Center und Outsourcing Unternehmen, das hochqualitative Dienstleistungen seit 2004 anbietet. Zur Zeit verfügt das Unternehmen über insgesamt 800 Arbeitsplätze in den drei hochmodernen Standorten Sofia, Plovdiv (Bulgarien) und Bukarest (Rumänien), in denen die Gesamtkapazität der Arbeitsplätze noch auf bis zu 2 000 erweitert werden kann.

call_center_twitterNur eine Minderheit der Call Center kommuniziert über soziale Medien mit Kunden. Noch fehlen konkrete Strategien - und manchmal auch technische Voraussetzungen.

Erst denken, dann reden - diese Weisheit nehmen sich Entscheider in Sachen Call Center und Social Media offenbar zu Herzen. Glaubt man einer Umfrage des Hamburger Anbieters Novomind, arbeiten bislang erst zwei bis fünf Prozent der Contact-Center-Agenten mit Social Media-Kanälen. Begründung von jedem zweiten Entscheider: Das Unternehmen habe noch keine Strategie ausgearbeitet. 

i-365(eb/pr) Osnabrück, 29. September 2010 / Joint Venture: Der Osnabrücker Personaldienstleister buw und die TBWA Gruppe heben nach eigenen Angaben Deutschlands erste so genannte Spezialagentur für Brand Relationship Management aus der Taufe. Das neue Unternehmen trägt den Namen "Interaction 365" (i-365), es geht am 1. Oktober in Berlin an den Start. Die Spezialagentur soll sich um den kontinuierlichen Dialog von Marken mit den Verbrauchern und deren direkte Ansprache kümmern. Die Besonderheit des neuen Angebots soll in der Verbindung von Markenmanagement und Kundenbeziehungspflege (Customer Care) liegen.

servicecenter_wolfsburg29020.10.2010 - Die Bewohner Wolfsburgs können sich mit ihren Behördenanfragen nun an ein zentrales Call Center wenden. Zu Beginn dieser Woche wurde das Service Center der Stadt offiziell eröffnet. Damit geht Wolfsburg einen großen Schritt in Richtung Bürgerservice D115.