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We Are Here For You!
DeliveringISO CertifiedMultilingual MultichannelAward WinningCustomer Serviceat Affordable Prices
1. We Bring Value2. Recognition3. Premium Customer Service Delivery4. We Are ISO Certified5. Priorities6. Why Bulgaria?7. Services We Provide8. Linguistics – a Shrinking World9. Language Support10. Recruitment – Our Staff Are Your Staff!11. Account Management12. Implementation – Smooth & Seamless13. Implementation – Structured & Controlled14. Technological solutions15. Premises16. Portfolio17. Why are we different?18. Mission Statement19. Contact Details
Table of Contents
We Bring Value
Continual Customer
Service Improvements
Continual KPI Operational
Improvements
Seamless Migration leading to increased
market share
Increased ratio of staff to customers
Increased Sales
Increased Customer Retention
Benefits of partnering with 60K include:
Greater EBITDAR (Earnings Before Interest, Taxes, Depreciation, Amortisation, and Restructuring or Rent Costs)
Recognition
60K won the gold medal in the Contact Centre World Awards!
2009 Awards:Samuil Filipov and Kaloyan Valev - the chosen finalists from 60K, performed admirably at the EMEA finals. They were finalists in the Best Contact Centre Agent and the Best Contact Centre Supervisor categories.
After Samuil won the Best Customer Service Agent Award for EMEA region, he proceeded to the world finals at Las Vegas, where he won the gold medal and became the Best Customer Service Agent in the world.
Each year ContactCenterWorld.com organize a Contact Centre Industry Awards program, for the Top Ranking Performers. These prestigious awards recognize the very best in the contact centre industry
from all over the world and are considered to be the “Contact Centre Olympics”.
2010 Awards:60K qualified for the EMEA finals and won silverware in the following categories:
• Silver Medal in the Best Contact Centre (Medium Size) category• Silver Medal in the Best Outsourcing Partnership category (with the award-winning project for BE Broadband)• Bronze Medal in the Best Trainer category
BE Broadband (O2)
O2
PlusNet
Sky Broadband
TalkTalk Broadband
Virgin Media
Premium Customer Service Delivery
Achievements -
Feb 11 Mar 11 Apr 11 May 11 Jun 11 Jul 1160%
70%
80%
AchievementsISP Customer Service ReliabilityO2 Broadband 75% (18,182) 68% (19,515)Be Unlimited 71% (6,651) 69% (7,359)PlusNet 66% (9,723) 66% (10,682)Sky Broadband 51% (22,772) 59% (24,651)Virgin Media 48% (55,664) 57% (59,105)TalkTalk 45% (19,753) 50% (21,419)
GoldO2 Broadband (large ISP)AAISP (niche ISP)
SilverBe Unlimited (large ISP)Zen Internet (niche ISP)
BronzePlusNet (large ISP)IDNet (niche ISP)
Achievements
Customer Support
ISPA 13th annual internet industry awards for 2011 finalist: Best Consumer Customer Service ISP
Which? Magazine - “Best Buy 2008 (85% customer satisfaction)” - winner (1st place)
PC Advisor” ISP Awards 2009:
• O2 – “Best Buy” Award• O2 owned BE Broadband –
“Recommended” Award
Achievements2009 Awards:Samuil Filipov won the Best Customer Service Agent Award for EMEA region, he proceeded to the world finals at Las Vegas, where he won the gold medal and became the Best Customer Service Agent in the world.
2010 Awards:60K and Be Unlimited won silverware in the EMEA finals in the category: Best Outsourcing Partnership
2011
60K qualified for the finals in The European Call Centre and Customer Service Awards 2011 in the category Best Outsourcing Partnership with BE Unlimited.
We Are ISO Certified
In May 2010, just two years after the company was established, 60K acquired ISO 9001:2008 certification.
The Quality Management System integrated as well as the full process lifecycle: from signing LoI to service delivery were ISO qualified by Quality Austria.
Priorities
High level of Quality of Service (QoS)- Based on High level of Agent Education & Training
Competitive Operational Expenses- Low Labour Costs
Flexibility to adapt to client’s requirements- High level of IT Infrastructure & Skills to develop Call Centre Applications and Customer & Telecom Integration
Western Culture and Linguistic Skills- “Near-Shore” as opposed to “Off-Shore”
Why Bulgaria?
Part of the European Union
Centre of political and economic stability in South East Europe
High Level of education – Technical & Business
Strong pro-business economic and fiscal policy
Excellent language capabilities – English and other foreign languages spoke fluently
Cost effective – less call handling & labour costs
60K offers a wide range of contact solutions custom designed to meet a variety of customer requirements across a wide range of industries.
Customer service and quality management are held as the ultimate competitive advantage for a successful business and are two of the key factors we use when working with our Clients to develop the services that they require to satisfy their business needs.
60K works with its clients building clear specifications, definitions of service expectations and quality measurements, to ensure the performance of the desired service meets with the Clients’ expectations.
These elements are encompassed into a contract that defines agreed performance with set indicators and service levels that satisfies both parties, and are regularly measured and discussed with Clients.
Services We Provide
• Information Enquiry• Lead Qualification• Payment collection• Travel Booking• Charge back Handling• Ticketing Sales Subscriptions• Fund raising• Insurance Claims Processing• Product Recall Management• Appointment Setting• Registration of Event and Trade show participants and prospects.• Warranty Registration• Job Dispatch
• Telesales• Appointment settings• Lead Generation / Qualification• Phone Sales• Seminar Registration• Surveys• Direct Mail Follow-up• Trade Show Follow-up• Fundraising• Market Research• Recruiting• Prospecting• Up-Selling / Cross-Selling• B2B or B2C Product/Service Selling
• Remote Help Desk Support• Help Desk Expert for Customer Service• Problem Tracking • Call/Request Tracking • Support Resource Management• Data entry
Services We Provide
Linguistic skill is a pre-requisite for staff selection; most agents are fluent in English. Those working in other languages are often native or near native in those languages: Spanish, German, Italian, French, Swedish & Russian to name but a few.
Links with 21 language schools, Sofia University and other institutions with 10,000 students studying foreign languages.
The majority of 60K staff are college graduates or university students.
Linguistics – a Shrinking World
Language Support
ENGLISH
SPANISH
FRENCH
GERMAN
ITALIAN
DUTCH
SWEDISH
FINNISH
NORWEGIAN
PORTUGUESE
RUSSIAN
GREEK
TURKISH
SERBIAN
HUNGARIAN
CZECH
SLOVAK
POLISH
BULGARIAN
ESTONIAN
HINDI
HEBREW
We continuously upgrade our
database of nearly 1,000 people with
both technical knowledge and
foreign languages
22 different languagescurrently
supported by 60K
Our employees are recruited through partnership with language schools, Universities, and our own databases with pre-interviewed applicants.
All prospective employees are vetted to ensure than they have no criminal records. References are always checked for accuracy.
Candidates are initially tested for communication skills by telephone, with skilled linguists testing their language capabilities .
Secondly we personally evaluate candidates for customer service attitude and skills. Our employees must represent our Customers’ business and company with pride and professionalism.
Next, we test for analytical and problem solving as well as knowledge needed in the Customer’s requirements.
Finally we look for adaptability and team spirit as maintaining an open culture is extremely important to 60k Ltd.
We work closely with our clients to ensure that they are satisfied with the staff allocated to their Service, this can, if required involve shortlisted candidates being vetted by clients prior to their appointment.
Recruitment – Our Staff Are Your Staff!
Account Management
At 60k Ltd we see ourselves as an extension of our Client’s business and our staff are trained to represent our clients in a professional and caring manner.
We allocate a dedicated Key Account Manager and a Deputy Account Manager to each of our clients either fully dedicated or restrict the number of accounts under their control to a maximum of 2 as the client wishes.
Both the KAM & DAM are available 24/7 and will respond to our clients within 1-3 hours of initial contact depending upon agreed severity levels.
Implementation – Smooth & Seamless
A dedicated project team will be set up to ensure a problem free transition from your current operation – customer service or an outbound sales centre.
The team will consist of the following:
SupervisorsTraining/Q&A Specialist Team Leaders
Key Account manager
IT/Network support HR Specialist
Call Centre Manager
Facilities Manager IT Manager
Implementation – Structured & Controlled
The Implementation Plan will consist of the following with Client sign off at each stage of implementation:
60K
•Recruitment plan
60K
•Staffing plan – shift patterns etc.
60K
•Organisational structure
60K
•Training plan – initial & continuous
60K
•Plan of call centre layout
60K
•IT Systems and network plan
60K
•Disaster recovery plan
60K
•Call routing plans
60K
•Call modelling
60K
•Call migration plan
60K
•Reporting Plan – type, frequency etc.
60K
•Communication and feedback plan
We have developed our internal technical solution, which includes number of different modules working in perfect harmony.
Lower Change request waiting times.
Queue reduction software.
Bigger reporting flexibility – we can provide any type of reports upon request.
Full integration of CTI/ACD/CRM and Workforce management programs.
Some of the benefits using our solution:
Technological solutions
24/7 Development Team onsite.
More Security in relation to sensitive data.
Full backup of all information in different locations.
More flexibility – we provide tailored solutions to the needs of our Customers.
60k operates from its own fully secure building in Sofia (125 Kliment Ohridski boulevard) . It has a fully installed capability of 400 + agent seats.
Security in our building is most important and it is assured with electronic Access Control, internal and external cameras, and around the clock physical security. 60K is the ONLY occupant of our premises and all telecoms and redundant systems serve only 60K.
State of the art active equipment connected to agents working stations with 47 km of fibre and cabling. Three telecom suppliers each with independent fibre to the building ensure the quality of our services with very high capacity.
We believe that the better the working environment is, the better the results of our people will be. That is why we put a lot of effort into creating a call centre caring spirit and additional conveniences like our beautiful roof terrace, the free bus & parking, and the on-site subsidized restaurant.
Premises
Portfolio
We planned
We decided
We
dreamed
We implemented
We set the standards
We deliver
Why are we different?
60k is the fruit of a dream. We have created an environment of trust and respect. Our transparency and love for the work we do make our Customers feel that
we are an extension of their businesses.
We give no less than what we expect to
receive. We set high
challenges for ourselves and
help our Customers meet and
exceed their goals.
We under commit and over deliver.
We tell the truth.
"60K promises you innovation and service excellence from a company you can trust.
Our quality policy is to provide only the most reliable, responsive and cost-effective
products and services that meet or exceed customer expectations.
We are committed to operational excellence, reliable service levels and believe
in prompt, courteous and effective customer representation"
Mission Statement
Contact Details
JON GLADWISH
/CEO/
Phone: +359 2 462 0000
IVAN IVANOV/COO/
[email protected]: +359 2 462
0001
PHILIP CLAYTON/Director of
Business Development/
[email protected]: +359 2 462
0003
ELENAKOLOMANOVA
/Business Developer/
Phone: +359 2 462 0002
MIKE JOHNSON
/UK Business Development
Director/
Phone: +44 07791 440229
Follow us on: Visit us at: www.60k.bg
