1. In your opinion, what is the most important event in the contact center industry in Poland?
In my opinion there are 3 important events. Firstly – the acquisition of Call Center Poland S.A. by the CCIG Group at the beginning of January 2016. There are several important reasons and goals, which made us decide to acquire it. Today, looking back on this year, I am convinced that our task to focus on implementing cohesion, fluidity and synergy into the group’s actions has been undertaken successfully. Increasing the scale, reach , access and exchange of experiences between new and old teams of Consultants and specialists, strengthening our Business Partners’ portfolios and undertaking projects for them, shows that it has been a great decision.
Secondly – several months later Armatis became the owner of the Data Contact Group. This transaction confirms European players ever increasing interest in the Polish call center sector. This is clear proof, that Poland is becoming more and more attractive for foreign investors, which in turn is consistent with the current trend for nearshoring.
Thirdly – we are finishing the year by gaining investors through the CCIG Group – new, minority shareholders have a vital effect on the position of the Group in the market. A new partner is for us a guarentee of stability, reliability and professionalism, and these are the characteristics which also represent our business. This is why we are pleased with these changes which are important for our development and further expansion and fit in with the long term Group strategy.
2. The biggest success in the market?
Firstly – Successively introducing new technology to customer service, which has been confirmed by the development of this industry and the searching for solutions which allow us to save time and increase our Business Partners’ profits. An example? The call system using voice recognition technology, which over the passing year we have used to register cards in the loyalty program of one of our partners. The intuitive voice recognition system IVR, eliminates waiting time for a free line, and allows the service to be carried out at any time – these are only a few of the advantages, which led to improvements in streamlining processes, customer comfort and reductions in costs for our Business Partner.
Secondly – concentration, integration and practical exchanges between industries during the IV Forum e-Handel and VII Forum Intelligence in Business. Blue Business Media yet again, by organising this kind of event, proved that there are still many important things to discuss as far as functionality, innovation, multiformating and digital relations with the modern, demanding and more and more aware smart consumer, who on the one hand expects a traditional approach, and on the other hand – modernity in every form of contact.
Thirdly – the Ambassador Call Center competition – organised for the second time this year. Why? Because in an objective way, the best telemarketers and managers are celebrated, those who educate and promote the profession of Consultant and the role of the call center industry. It is very important to understand and appreciate the role of the Telephone Customer Advisor, building its aspirational character in the market, and fighting against the stereotypes of thinking about this difficult, but important and ambitious function.
3. The biggest fail in the market?
Unfortunately in 2016 some barriers remain, which a year ago I stated were failures in the market.
Firstly – an overriding criteria when choosing an external call center often remains the cost. Of course, it is important, but in these times, when each client is expecting specialisation, maximum availability, possibility of omnichannel contact, or an effective service not only during but also after the transaction, in my opinion not only the price should play a role in the choice of service provider.
Secondly – it is very difficult to change perceptions that an external call center does not guarentee specialisation and high quality service, which is why there is still such a strong concentration of keeping in-house call centers. However, our results – irrelevant of the area : acquisition, upkeep, upsell, telephone information line or helpdesk, both in and outbound – repeatedly confirm the professionalism and priority of outsourcing over in-house call centers, beginning with the technological advantage, flexibility in crisis situations, specialisation, quick access to mass resources, guarentee of information protection, up to savings in upkeep and investment.