We are thrilled to announce that a leading global innovator in smartphones and smart devices has chosen Conectys as its Contact Center provider for the European region. The project, launched in January 2023, includes multilingual customer care and technical support services delivered by a team of dedicated and thoroughly trained agents who meet the Client’s stringent requirements and expectations.
As a consumer electronics manufacturer headquartered in China, the Client aimed to localise and consolidate its outsourced Customer Experience (CX) and in-house operations in several European countries, including the Netherlands, Belgium, Luxembourg, the United Kingdom, Ireland, Poland, Romania, Moldova, France, Italy, Germany, Spain, and the Nordics.
The company conducted a rigorous supplier vetting process and site auditing (Romania and Poland) to find a suitable BPO provider with the necessary expertise in CX, process and technology maturity, flexibility, a collaborative approach, and competitive pricing. After careful consideration, Conectys was selected as its European CX outsourcing partner from a panel of high-profile global BPOs.
The project scope includes outsourced Customer Experience services in several languages, such as Romanian, Dutch, Polish, English, French, Italian, Spanish, German, Finnish, Swedish, and Danish. Services are multi-channel, including inbound and outbound calls, emails, and chats.
The company’s best-fit sourcing strategy for achieving customer satisfaction and retention targets includes an on-site service delivery model, with opportunities for Work-from-Home time earned through top performance and a post-nesting period. Business continuity, language skills, and cultural compatibility are critical criteria for the location strategy, which includes delivery from Conectys’ sites in Bucharest, Romania, and Poznań, Poland.
“The partnership presents an exciting opportunity for Conectys to join forces with one of the most innovative companies in the consumer electronics industry. With the company ranking among the top 10 largest smartphone manufacturers globally, we are thrilled to bring our expertise to the table and support the company’s accelerated growth in Europe.” – Iulian Bacain, Sales and Marketing VP at Conectys, says.