Call Centre Outsourcing Services in Bulgaria

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Call Centre Outsourcing Services in Bulgaria
March, 2007
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BTC Mission STATEMENT
To become the worlds leading provider of call
centre services, committed to creating a global
customer orientated business for clients. Devoted
to excellence at lowest cost, driving growth, and
maximising return on investment for BTC and it's
customers
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Content

• BTC General Company Information
• BTC International Contact Centres
• Internal contact centres
• Our Location
• Current Technology
• ICC - Quality Training and Coaching
• Why Outsource with BTC?
• They chose us

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BTC General Company Information

• Bulgarian Telecommunications Company is a
  modern, rapidly developing corporation, competing
  in an aggressive market in all aspects of
  communication services. In a very short time it
  has succeeded to expand and improve its services
  and products.
• BTC is the national telecom operator in Bulgaria
• It owns the fixed line network in the country
  with over 3.1 million connections and this
  number is continually growing.
• The company has more 500,000 business customers
  that use BTC's full range of fixed voice and data
  telecommunication services, broadband and other
  services. 
•  Bulgaria's third GSM license was awarded to BTC
  and for a year of operation it has more than
  600,000 customers

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BTC International Contact Centres

• Currently 3 mega call centres employing more than
  600 people
• Utilizing digital intelligent network, PSDN and
  Internet to route calls
• Employs Siemens, Cisco, EmoSys, Ericsson switches
  and ACDs
• Offers disaster recovery solutions

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Internal Contact centres
Apart from its international projects BTC Contact
manages the two Customer support centers, located
in two major cities in the country. They receive
more than 20,000,000 calls annually from callers
in Bulgaria. The main percentage of the calls
goes to the following services

• 144 Directory Inquiry
• The most popular BTC Service provided with a
  consolidated data base for all
• the country
• Faults
• Round the clock customer service regarding faults
  in the fixed line network
• ADSL Help Desk
• Round the clock customer service Providing
  support and assistance to ADSL customers
  concerning problems or queries
• Providing this support on an informative as well
  as technical level for all IP and VOIP services

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BTC International Contact Centres

• Multifunctional workstation sitting on the
  IN
• Mix of services in each site, redundancy between
  them which allows each site to serve as a
  disaster recovery for the others
• Calls split between sites for each service, 1
  month to set up
• Calls queued for each service within each site,
  flexible load balance between sites

Multifunctional WS on IN
Call Centre 2
ACD
...
C
PSTN
A
D
E
B
E
F
ACD
ACD
...
...
Call Centre 1
Call Centre 3
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Our Location

• BTC ICC is located in a newly refurbished
  building in the very heart of Sofia. The facility
  offers excellent working conditions for the
  operators and the management with its state of
  the art design.

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Pleven and Burgas

• Call centres in Sofia, Pleven and Burgas are
  identical in layout and equipment.

• Call Centres in Pleven and Burgas
  have a current capacity of 200 seats. Both have
  spare capacity and are easily expandable.

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Current Technology

• Intelligent Contact Management System is
• Future proof
• - IP based on the Cisco Intelligent Contact
  Manager (ICM)
• Multi-vendor
• - Open interfaces to leading industry suppliers
  of ACD and PBX Equipment
• Has open architecture
• - Industry standard, fully scalable
• Features in-build dynamic call routing
  intelligence

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Current Technology

• ICM system compatible with Rockwell, Alcatel,
  Aspect, Lucent, NEC, Nortel, and Ericsson
• Cisco Call Manager with built in ACD
• Interactive voice response unit
• Call history system
• Flat screen workstations
• Computer Telephony Integration Software
• The intelligent network is fully duplicated so
  that continuous operation can be maintained in
  event of failure of any part of the system.
• In addition hot hard disk technology is
  employed to ensure that servers will maintain
  operation in the event of hardware issues.

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ICC Quality Training and Coaching

• On-going process addressing all personal
  performance issues with CSRs
• Discipline
• Punctuality
• Team work
• Customer care
• Procedure alignment

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ICC Quality Training and Coaching

• Extensive monitoring of CSRs 5 per person by
  trainer, manager, supervisor and team leaders
• Personal and management evaluation performed for
  all CSRs upon expiration of their probation
  contracts
• Daily monitoring from supervisor and team leads
  of detailed data from daily personal performance
  sheets
• Re-forecasting process developed and in place as
  of end January for perfection of scheduling and
  shifts

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Why Outsource with BTC?

• Priority issues resolving guaranteed due to
  ownership over the telecommunications network
• Technology and expertise
• - Digital telecoms network and Cisco intelligent
  call handling
• High quality customer service
• - In a recent independent survey BTCs customer
  care was rated as excellent by 92.4 of
  respondents
• Fluency in languages
• - English, Italian, Spanish, French, German,
  Russian, and many others
• Employees with great motivation and
  professionalism working in an excellent
  environment
• Lower costs and operating expenses

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Why Outsource with BTC?

• With BTC it is 3 times faster to set up a call
  centre service in Bulgaria than in the rest of
  Europe.
• Extremely low employee turnover less than 5.
• Flexible payment, shifts, usage (excess employees
  used for other services, e.g. outbound calls).
• 95 of employees in outsourced enterprises hold a
  university degree. High level of technical and
  social skills.
• Traditions in quality service
• Reliable infrastructure and telecommunications

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They chose us!
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They chose us!
Through our Hotelopia project we also service
clients of the companies shown above as these
companies are Hotelopia partners.
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Contact Details

• For further information or details of our
  interactive website where you can view our
  operatives live please contact
• Website www.callcentresbulgaria.com
• Presiyan Gurin Business Development Specialist
• E-mail presiyan.gurin_at_btc.bg
• Phone
• Office 00359 2 949 61 72
• Mobile [phone]

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We answer to you!