Nearshoring Customer Service Processes

As the outsourcing of business processes successfully works shows the example of a leading European car rental company in cooperation with the call center service provider Yndeo Paul Kratzer is under pressure. He is key account manager of mechanical engineering company and made a phone call to one of its most important customers. He must be around fifty kilometers from Milan airport tomorrow with the first flight to Milan to his contact in his textile business, away, to meet. He calls for a leading European car rental, to reserve a car on the spot. Scratch is somewhat impatient, has no time for large pleasantries on the phone, comes right to the point.

The Lady with the he on the phone at the car rental is professional and friendly. Scratch questions regarding of Navis that he really needs and the expected return of the vehicle be clarified within a few minutes in the late evening. Car hire is available at the requested time at the airport. Paul Kratzer is satisfied. What he did not know and also not realized: he led the phone conversation with a call center employee at her work place in Sofia, the capital of the young EU Member country Bulgaria.

The call center Call.Point, a company of the international call center networks Yndeo, edited in Sofia about a quarter of incoming customer service calls of one of the leading European car rental needs in the languages German, English, Italian, French and Spanish. The outsourcing of business processes is generally in line with the trend, but by far not a simple undertaking. If a company however internally well prepared outsourcing certain processes and in close cooperation with a professional, experienced service provider’s planning and implementation, also soon tangible, measurable results show. Here this is confirmed primarily on financial benefits taken, a study of Logica management consulting on process optimisation: roughly two-thirds of the European companies aim primarily, their processes according to financial aspects to optimize.