TELUS International Europe will participate in the 17th edition of Contact Center World in Berlin - TELUS International Europe

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  • TELUS International Europe will participate in the 17th edition of Contact Center World in Berlin

    February 19, 2015

    By Philippe Ougrinov


    On 24th and 25th of February, 2015, TELUS International Europe will attend the Contact Center World (CCW) Fair, the leading European event for the customer service and call center industry. This year, the event will take place at the Estrel Convention Center, in Berlin. You can stop by at our booth and/or schedule a meeting with us at the Meeting Area at International Plaza.

    From where we sit, as a leading European provider of multilingual BPO, ITO and Risk Management solutions, serving our clients in over 30 languages (including German, English, French, Italian and Spanish) we are always looking forward to participating in this event.

    The history of our company, dating back to 2004, showcases our development in both our resource capabilities and expansion of our portfolio of German clients. Over 300 of our 1,750 team members are German speakers and 8 of our clients belong to the DACH region, half of which are Fortune 500 companies.

    Only in 2014, two of the leading players in the E-commerce sector in Germany entrusted us with their customers and business. On our side we deliver on their needs with best-in-class customer care services in their industry and act as trusted advisor in their business growth.

    Our strong relationship with our German clients is even more facilitated by our German speaking managerial structure (both middle and executive management) who not only share the same language with our clients, but also the German mindset and culture of excellence in quality. Plus, our sites in Romania and Bulgaria are just a short 2 hour flight from Munich, Frankfurt, Berlin and Dortmund.

    Two major factors differentiate us from the competition and give us competitive advantage especially on the German market. One, our transformation capabilities. We at TELUS International Europe are one of a handful of outsourced business process providers that are transforming this sector by introducing business process improvement (BPI) services. Sixty percent of our managers are trained in Six Sigma methodology and help our clients to innovate. Our experience shows that for a telecommunications company it is possible to increase the user satisfaction with a technical support program by 20%. In the financial service sector we increased first call resolution rate by 23%. For a utility we increased sales conversion in web chat by 7%.

    The second differentiating factor is our corporate culture, focused on engagement and retention of our team members. Our philosophy is to invest in our team members and our communities. The result – some of the highest engagement rates in Europe.For one year span we’ve achieved an increase in our engagement rate from 51% to the impressive 67% for 2014, which ranked us above average for Europe.

    Our team members are not only engaged, but also characterized as the best talent pool in Europe with aptitude for BPO and ITO. In Bulgaria over 15 000 graduates annually are suited to the needs of the outsourcing sector, while in Romania there are over 25 000 graduates annually. The right talent pool in a combination with 40% lower cost compared to our German competitors puts Romania and Bulgaria among the most attractive outsourcing destinations in Europe. Indeed, the 2014 AT Kearney Index ranked Bulgaria 1st in Europe and Romania 5th is Europe as the most attractive outsourcing destinations.

    Our growth is unique compared to our competition. Only in 2014 our team increased by 50% and we are even more ambitious for 2015. We provide state-of-the-art contact center technology and global infrastructure, as well as best-in-class global learning and development opportunities for our agents, thereby enhancing their ability to deliver exceptional customer interactions for our clients.

    Let’s meet in Berlin and discuss the benefits of working with the most highly engaged global workforce in the BPO industry.

    For scheduling a meeting please contact:

    Stefan Abadzhiev

    Senior Sales Manager EMEA

    TELUS International Europe

    Philippe Ougrinov_4

    Philippe Ougrinov is Vice President of Sale, Marketing and Solutions at TELUS International Europe



Did you know?

In addition to our Six Sigma focus, our commitment to best practices includes ITIL V3 compliance and ISO 20000:2011 certification.

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