Contact Centre of Solutions and Services, a.s. focuses on the outsourcing of services provided mainly through passive telemarketing which includes all major communication channels – i.e. handling phone calls, email, regular mail and fax messages. Other responsibilities include sending out bulk SMS campaigns and maintaining interactive forms on the website. The range of services is always prepared individually with all customers and specifically tailored to suit their needs.

General information

  • 26 operators available
  • 3 centres (Prague, Teplice and Kladno)
  • Continuous 24-hour operation
  • 350 000 handled interactions in 2011
  • 10 years’ experience of operating the call centre

The activities of the contact centre can be summarized in three main pillars: technology infrastructure, personnel and know-how. All the services are designed and adapted to constantly changing trends on the telecommunication market. Our goal is simple: provide our customers with the best service possible while meeting their needs and demands.

Technology that we use

  • CTI system Genesys Express with integrated IVR solution and add-on applications
  • Telephony based on Alcatel-Lucent OmniPCX Enterprise Communication Server
  • ReDat recording system and ReDat VoiceProcessor analytical system

Personnel

  • 32 professionally trained staff members
  • System of continuing education with emphasis on individual needs of employees
  • Regular employee coaching

How do we implement our solutions?

  • We carry out an essential set-up and a subsequent evaluation of processes
  • Design and collaborate on the development of processes/services
  • Provide feedback and collect data
  • Provide online management service, i.e. management according to current needs (we do not rely only on set metrics and assumptions)
  • Constantly monitor the operation and quality, evaluate the results and take corrective measures if needed
  • High quality of our services is guaranteed by implemented Quality Management System ISO 9001:2009 (Quality management policy.pdf, CQS certificate.pdf)