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.

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).

FitWell

This intensive support of clients is the secret of the success of the company. The clients have a contact who arranges security due to a 24-hour emergency service number. The duration of the coaching is adapted to the current Constitution of the clients. A well thought out offer is therefore need the 30 days of intensive care, in which clients can take so much help. Positive to mention is the overall support in the areas of life-balance, exercise, nutrition and relaxation. But why do clients opt for a coaching instead of therapy? The answers are clear: the intensive care and discretion for their situation in their environment. But what about the cost? Coaching is aimed at self-financing and is not charged to health insurance companies. A decision of the client but are aware.

Press contact: LifeB Dirk-Oliver Lange communications P.o. box 60 52 67 22247 Hamburg FON 71 40 80 Fax + 49 (0) 40-35 07 94 95 mailto: corporate information: Branchenunabhangig and with over 10 years experience LifeB Consulting specializes in life balance consulting for individuals and businesses. Coaching and support are targeted towards the people, regardless of his professional position. Therefore, clients in addition to managers, entrepreneurs, executives, self-employed, athletes or artists (artist and actors coaching) include also young adults and clients involved in any management position. The company’s focus on the prevention and care of anxiety, fatigue, depression, Burnout, Boreout, to restore the necessary balance between tension and relaxation. A further and future-oriented field of activity is the coaching of guests on FitWell travel. This is premium upscale, as the optimal combination of holiday and prevention health-related travel.