AVG Service

The outsourcing of business processes in a nearshore site, as the Yndeo call center in Sofia, means a massive monetary advantage by forty to fifty percent savings potential. In the medium term, but play an important role in addition to the financial benefits of business process outsourcing, which are clearly emerging nearshore solution, still factors including service times, waiting fields and call quality. Very customer-friendly service hours can be achieved, possibly 24-hour operation, because the cost and structural barriers are very low. The staffing of the project may be more richly”fail and thus planned a higher level of service and also achieved. In our case, the step to the outsourcing customer was prepared already very structured. Very early, the Yndeo call center in Sofia was included in the plans. First, it created a specific briefing on the process who came for the page in question.

On the basis of this briefing was the award of the contract calculated and contractually regulated. The next step was discussed in several joint workshops with the project at the customer in Hamburg and at the service provider in Sofia the realization of individual operations and into concrete action specification. Whether the planning was good, reflected in each project only, so also here if it actually starts working. Now started within the framework of a pilot project initially outsource customer service operations on a smaller scale. Everything ahead was the composition of the team of employees who have appropriate training and experience.

Within three weeks the home team could be, consisting of consisting of employees available already in the call center and new recruitments from outside. Subsequently conducted several training sessions at the client in Hamburg and in the call center in Sofia, with a duration of several weeks. Meanwhile, all were technical measures for the connection to the electronic booking system of the car rental realized. To do this, IT managers on client side worked together headquartered in France, closely related to the IT team of the Yndeo call center. To keep the error rate as low as possible and to achieve high learning effects, an employee of the car rental company as a project manager and coach on the spot was withdrawn. Over several weeks, he stood in the background the call center project manager and the employees in the team at your disposal, helped uncertainties in routine operations, declared exceptions and supported the deepening of the basic knowledge from the previous training. After approximately three months pilot phase the project was then taken employees on the planned size of twenty first. In the meantime, work on Yndeo page nearly fifty employees in this team in Sofia and manage between thirty – forty thousand telephone inquiries, emails and faxes per month for the principal company in the languages German, English, French, Italian and Spanish. a marketing, call center and outsourcing service provider is yndeo with European locations in Augsburg, Frankfurt, Sofia and Bucharest. 300 employees cover all possibilities of an international call center, via telephone, E-Mail, fax, post, or even Instant Messaging. In outsourcing yndeo all business processes takes over, multilingual and cost-effective, whether in customer service or with the processing of bookings and orders. Here is worked in up to 17 languages, for example, AVG, Europcar, DHL, HP, practitioners, Tele2, Transfracht, Vodafone and the UniCredit Bank. (www.yndeo.de).