Company: 60K Ltd., Sofia, Bulgaria
Company Description: 60K Ltd is a leading BPO company that provides the face to some of the most respected companies operating in the Global Marketplace. Our approach to business is to be customer centric in everything we do, providing the necessary people and technology to allow our customers to concentrate on their core businesses while we look after and nurture their customers.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Up to 100 Seats) - Other Service Industries

Nomination Title: 60K Ltd.

Tell the story about what this nominated contact center achieved since the beginning of July 2013 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

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60k is an international contact centre, providing services to Clients from different spheres – IT, Sales, Tourism, Entertainment, Sports, Retail and other. With main office in Sofia and another one opening soon in Plovdiv, Bulgaria, 60k is one of the fastest growing contact centers on the Balkans.

60k commences operations in 2008 with three Clients and less than 100 employees. For 6 years the company expands its portfolio and number of employees, providing customer support in more than 27 languages and servicing over 20 Clients..

In 2010 60k became ISO9001:2008 certified company and currently we’re working towards PCI DSS accreditation. Our achievements are recognized by a number of international organizations, whose aim is to discover the best in the industry. Since 2008 we have received prizes and acknowledgements from numerous prestigious organisations such as Customer Experience Awards, European and National Outsourcing Association Awards, CCA Excellence Awards, Stevie Awards, ContactCenterWorld etc. and in 2014 60K became one of the Top 50 companies for customer service.

60K has a commitment to all of its Clients for continuous improvement along with the revision of the solutions it supplies and provides. As such, we boast, and indeed demonstrate, a very strong performance and investment toward the development of both our staff and also our systems and infrastructure.

We believe that the partnering approach is key for a successful relationship and we implement it in every stage of the working process with our Clients. Before we even go live with a new project, our main efforts are focused on creating a unique mixture of the Client’s values and our own – we adopt all achievements and the culture of our Clients and we add our values thus achieving a successful synthesis of the accomplishments of both companies. In the working process we show full transparency and maintain open communication, thus achieving two-way channel for improvement suggestions, both by the Client and by us. We take ownership towards the Clients’ issues and the issues of their customers which allows us to enhance their experience.

Full transparency of operations with remote access for live monitoring of calls, comprehensive reporting, including daily reports with half-hour breakdowns on each performance parameter and even video surveillance via the internet, allowing remote real-time visibility of the outsourced operation. A disaster recovery facility on stand-by, ready to be up and running within 24 hours in the event of a major systems failure or other catastrophic event.

We also have a pro-active approach to monitor and use data, analysing results allowing us to report and summarise potential issues and obtain feedback from our Clients’ customers, for example, providing insight on competitor’s offerings, new marketing initiatives etc., enabling our Clients to react accordingly.

Our belief, at 60k is that we are like minded, in that, we would match the quality of products with an unsurpassed and exceptional level of customer service, we work in an open and honest environment where we are always seeking to enhance the customer experience, constantly challenging ourselves for continuous improvement. The excellent level of services we provide is recognized both by our Clients and by their customers.

60K puts people first and has created a working environment that stimulates staff to perform at optimum levels through excellent and continuous training, a natural and friendly atmosphere, empowering, and by giving them the right tools to do the job. We know that our people are our most precious resource, so we care and nurture them throughout each working day. In order to have the right people we are very strict in our recruitment process. Furthermore we develop the skills of our experts by providing extensive trainings and to ensure exceptional quality of their performance, we have established a Quality Improvement System, which includes Quality Check, Feedback and Up-training.

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