Company: Competence Call Center
Company Description: CCC is one of Europe’s leading BPO companies in the topic of customer care. At 13 locations in 8 countries, more than 5,000 service professionals provide top quality international customer care solutions. CCC is a financially strong, rapidly expanding company with a clear focus on quality.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Business Services Industries

Nomination Title: eBay and Competence Call Center

Tell the story about what this nominated team 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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Project Facts:

The CCC team serves all eBay customer segments.
To resolve various customer issues in the first contact, our employees in CCC have broad competencies and self-responsibility.
Security issues are taken particularly seriously by eBay and the Customer Service Team and have first priority in handling.

The CCC eBay Team serves clients comprehensively in all topics concerning the website. This includes advice on the product search, help with the overview, sorting and management of purchases in the account or assistance with account management, access data and personal settings.
In addition to the buying and selling instructions, help forums, and discussion forums offered on the website, customers are guided to the desired content on the website step by step on the phone.

1 Our Mission:

Beginning with the recruitment and training of our teammates, we take existing skills and previous experience in eCommerce into consideration, along with general experience in customer service, communication skills, empathic reactions in conversations, technical understanding of the use of eBay tools for clients and eBay tools for internal user management. We train our teammates for the eBay project for

Our multi skill teammates provide customer service in all topics and thus have a panoramic view of the rules of eCommerce. These include assistance in technical matters or in the use of web tools of the eBay site.

2 Our strategy:

• All customers receive the same quality information in response to the same requests
• All customers receive all the relevant information to carry out their eCommerce activities (buying, selling) successfully
• Talk time is based on the needs of the customers and sized in a way that even more customer concerns can be discussed in the first contact.
• Constant evaluation of customer surveys with our employees providing direct feedback.Since

3 Our common values:

“We exist to serve”
Trust
Loyalty
Engagement
EMPATHY

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