Competence Call Center AG
Company: Competence Call Center AG, Headquarters, Vienna, Austria
Company Description: Competence Call Center is one of Europe’s leading call centers. At 9 locations in 6 countries, more than 3,500 service professionals provide top quality international call center services. 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: Contact Center of the Year (Over 100 Seats)
Nomination Title: Competence Call Center Istanbul
Tell the story about what this nominated team achieved since the beginning of July last year (up to 500 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:
The Turkish Call Center Market distinguishes itself by a very fast development
and business growth and holds high potential for innovative quality call
centers like CCC. In 2008 Competence Call Center was one of the first call
center providers to recognise the market possibilities and to benefit from the
growth opportunities of the up-and-coming Call Center Industry in Turkey. While
in Germany with 80 million people there are about 350 000 call center agents,
Turkey with the same number of inhabitants has only about 35 000. CCC
recognised this very big chance to participate in the establishment of the
Industry and successfully has been taking these great opportunities ever since.
Since the foundation of CCC Istanbul in 2008, highly qualified agents have been
enabling the whole organisation to offer our partners international call center
solutions on the highest level. CCC Istanbul services partner out of the
Finance-, Travel-, Telecommunications-, and Energy providing industry and
distinguishes itself as one of our most suitable locations for international
CCCBESTshoring solutions. CCCBESTshoring means value-oriented positioning of
call center services, whereat individual customer segments or topics can
receive a different service with a different price.
Our promise is to deliver high quality services to our partners, so CCC
Istanbul wants the best candidates to deal with the topics and projects we work
with. Finding people with the right spirit is very important to our company. We
want to outperform and to find employees who are always working proactively on
solutions.
Apart from the education and the project knowledge our employees are required
to have social skills and competencies. CCC is looking for people with the
right commitment and encourages those who are highly engaged and deliver best
customer performances.
12 days per year are spent training our existing agents; new employees are
trained at least 4 weeks per year - depending on the complexity of the project
it may be considerably more.
Supervisors attend further educational courses, seminars or trainings to the
extent of 24 days per year.
CCC Istanbul ensures consistency across all communication channels through
permanent quality checks for each project. A large pool of quality tools are
being used in this context. We carry out constant performance monitoring on the
results of each project and feedback from our partners is included in monthly
evaluations.
We are proactive to our partners in new communication forms and are integrating
new social media in our communication. In focusing on transparent communication
between us and our partners we make sure to quickly anticipate and understand
customer needs and are always able to react flexibly. CCC Istanbul measures
outcomes that proof the satisfaction on the partner’s and the end-customers
side with different methods, for example mystery calls, recorded call analysis
or metrics such as abandoned call rates.
The Quality Manager is responsible for the constant improvement of competence
as well as for the efficient roll out of all processes and provides agents with
all the necessary tools in order for them to achieve customer excellences.
List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:
Evren Erbasol, Call Center Manager in CCC Istanbul, made his Masters degree in
Economics and Administrative Science and a Bachelor of Science degree in
Finance Administration. He worked for Global-Bilgi (Turkcell owned customer
care service provider) throughout 2002-2006, working in different key
positions. He started his career as a Customer Representative there and
received his first promotion as Team Support at data service operations of
Turkcell. Then he was transferred to HR department. After that he spent 3 years
in Global Bilgi focusing on strategy planning of Turkcell Operations.
Evren also worked at AVEA Communications Inc. as CRM/Business Solutions Expert
and Customer Care Project Leader.