Company Overview:

abcallcenter ( SAFIR AB ARAM Co.) as outsourcing Contact Center & BPO, using advanced Technical and expertise substructure?s along with associated worthwhile Managerial experiences which are presents of the past years, will provide Valuable Services at discretion of customer oriented Companies and organizations interested in change and transformation. AbCallcenter as Contact Center utilizing Pro-transformation spirit of Management, has acted upon cognition of the demands of the companies and manufacturing, trading, serving, industrial and other organizations, and In the alignment of attainment of the best, has tried to prepare all necessary supporting & technical substructures.

Role of the Center:

Our Call Center offers its services depending on the type of business of our clients have. Most of our services are customer service call center and customer support. Our call center receives, processes, and responds to over 7 million requests annually through multiple channels, such as voice, chat, email, and social Medias. We are providing a variety of services to our clients such as, customer service, help desk, marketing, surveys and sales. Our main scopes of service are banking, payment, telecom and insurance. We are playing the important role in our clients business and we know we must have a very good relation and understanding of our clients’ vision.

Company Overview:

Since its foundation in 1948 Akbank has grown to become one of Turkey's largest private banks with total consolidated assets of approximately US$92 billion at the end of 2012. Its wide range of retail, commercial, corporate, private and international financial services, combined with state-of-the-art IT systems and experienced staff has positioned Akbank among the most profitable financial services institutions across Europe.

Role of the Center:

We mainly support customers of our bank and make sales to our customers.

Company Overview:

AssisTT, serving in 20 cities and 25 different centers throughout Turkey with approximately 10 thousand employees, is a customer contact point. It also serves as a strategic companion to many public organizations and private companies in addition to Turk Telekom group companies. As one of the biggest call center company in Turkey, AssisTT aims to be the company that defines standards in its field in a short time.

Role of the Center:

Support customert and sell products

Company Overview:

Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.

Company Overview:

Bank AlJazira (BAJ) is a Joint Stock Company incorporated in the Kingdom of Saudi Arabia. BAJ commenced its business on October 9, 1976. BAJ is recognized as a Shari'ah compliant financial institution in Saudi Arabia. BAJ is a client-driven and service-oriented Saudi Financial Group which provides individuals, businesses and institutions with Shari'ah compliant financial services through professional and dedicated staff.

Role of the Center:

Aljazira Phone acts as a one-stop-shop for Bank Aljazira existing and potential customer, whether internal or external. We offer the following services: 1) Inbound Customer Service 2) Inbound Sales 3) Outbound Sales 4) PoS Merchant Help Desk 5) Online Banking Help Desk 6) Branch Help Desk 7) Social Media Help Desk

Company Overview:

CCC is a BPO companies in the field of Customer Care in Europe and has been offering international customer care solutions for more than 20 years. More than 8.500 service professionals at 22 locations in 11 countries have demonstrated competence in Incoming Calls, Outgoing Campaigns, Written Customer Communication via E-Mail, Chat and Social Media, Digitalization, IVR Solution, as well as Backoffice activities. 54 international awards, certifications to EN 15838, as well as the ranking in the Global Outsourcing 100, confirm the high quality standards in CCC.

Company Overview:

CCC leverages domain experience of Aegis with local image of STC, to offer Customer Experience Management, Back Office Process Management, Consulting, Training and Technology services.

Role of the Center:

Our company considered the leading customer experience company in GCC region given the strong local presence and global expertise in 7 different languages. We manage a large number of CLM & Staffing services including Customer Care, Technical support, Cross-sell/ Upsell, Business Support, Collection, Retention, Loyalty, Customers Acquisition, and digital solutions.

Company Overview:

DHL is part of Deutsche Post DHL and is the Logistics Company for the world. DHL is the global market provider in the logistics industry. DHL commits its expertise in international express, air and ocean freight, road and rail transportation, contract logistics, and international mail services to its customers.

Role of the Center:

The main philosophy of our company is not just to support customers but to provide an excellent service and treat every request as the most important. Our goal is not just to satisfy but to exceed the customer expectations. This role is fulfilled by my contact center with the main focus on our customers. My team faces various requests starting with bookings of transportations, service enquires, trackings of shipments and the processing of complaints and all of that with an insanely customer centric behavior.

Company Overview:

DHL is part of Deutsche Post DHL and is the Logistics Company for the world. DHL is the global market provider in the logistics industry. DHL commits its expertise in international express, air and ocean freight, road and rail transportation, contract logistics, and international mail services to its customers. DHL's global network composed of more than 220 countries and territories and more than 300,000 employees worldwide, it offers customers superior service quality and local knowledge to satisfy their supply chain requirements. DHL accepts its social responsibility by supporting climate protection, disaster management, and education.

Role of the Center:

Our main purpose is to serve our customers. 4 Types off calls, booking, tracking, ESS & other enquiries this in 3 languages, Dutch, French, English. For booking calls upselling is allowed for our advisors and a target is set. 5 Main KPI's to handle: GOS 90/10, ACR <=1%, Trace closure 70% of trace files in 3 days, Complaints closure 75% of complaints files in 5 days, Claims closure 80% of the claims files in 10 days.

Company Overview:

We are a courier company in over 220 countries across the world.

Company Overview:

DHL is the global market leader in the logistics industry. DHL commits its expertise in international parcel, express, air and ocean freight, road and rail transportation, contract logistics and international mail services to its customers.

Role of the Center:

Roles of our Contact Center: - bookings - support customers - tracing - handle claims and complaints - sell services

Company Overview:

Dubai Police, 901 Call Center, serving all Segments of Customers, 24 hours a day, year-round, and in 7 Languages. Smart Systems Automatically identifies Callers with disabilities, heart patients and old aged customers.

Role of the Center:

Our organization prides itself in being a Customer-Centric Organization that places great value on capturing customer voice and acting in real time to fulfil customer needs and far exceed customer expectation. We participated in many international awards and won the first place in the Dubai Government Excellence Award in the field of customer service and the best government service via mobile phone. The call center service was launched on 20/10/2010 and it operates 24/7 and aims to always provide low effort/best quality services to all segments of Dubai Police Customers.Capturing customer voice and covering customer needs are Strategic directions to us. our call center deals with suggestions, complains and provide technical support on the use of our organization applications among other aspects of support. All of the above is aligned to the United Arab Emirates government strategy, mission and vision to provide low effort, seamless and Omni Channel services 24/7/365. Managing all of this and achieving pioneering results is what keeps me awake at night.

Company Overview:

International outsourcing sales & retentions providers

Role of the Center:

The main role is adding value to partners in retaining their current base through providing an exceptional level of service and efficiency in a sales and retention operation. Reactivation of lost customers also forms a part of this "reactivation" role, plus cross-marketing value added services to increase the value perception of their clients to their main brand.

Company Overview:

EXL is a provider of offshore business process outsourcing solutions to the Global 1000.

Role of the Center:

We are a large outsourcing service provider with more than 31,000+ professionals across the globe serving 850+ clients from 50 global delivery locations across the United States, Europe, Asia, Latin America, Australia and South Africa. As part of our strategy, “to be where our clients need us,” we decided to invest in a delivery center in Cape Town, South Africa in 2015. We currently serve 2 international clients from our South Africa delivery center. Large UK Insurance Client – we manage inbound Service and Claims calls for this campaign. The scope of work include - Service: Policy changes, Coverage verification, Payments, Refunds, Upsell, assist with document request and Complaints management. Claims: Claim set-up, Cover verification, Instructions to supplier – high complexity work requiring great Customer Service, High EQ and natural ability to exercise empathy Large Australian Insurance Client - we manage inbound Sales and Service calls for this campaign. The scope of work includes - assisting customers with Quotes, Amendments, Product Alignment and Sales, Renewals, Policy changes, Coverage verification, Payments, Refunds, Document request and Complaints management – this voice work is the highest complexity of work we do across other Voice across geographies, as it requires Customer Service, Sales and Negotiation Skills.

Company Overview:

Established in 1946, Garanti Bank is Turkey’s second largest private bank. Garanti is an integrated financial services group operating in every segment of the banking sector including corporate, commercial, SME, payment systems, retail, private and investment banking together with its subsidiaries in pension and life insurance, leasing, factoring, brokerage and asset management, besides international subsidiaries. Implementing an advanced corporate governance model that promotes the Bank’s core values, Garanti has BBVA as its majority shareholder and builds its strategy on the principles of always approaching its customers in a “transparent”, “clear” and “responsible” manner, improving customer experience continuously by offering products and services that are tailored to their needs.

Role of the Center:

Our primary role is “Customer Service”. Recognizing the importance of customer satisfaction created by quality and consistent service delivery, we analyze customer needs timely, efficiently and accurately, and offer our customers fast and easily accessible services targeted at first call resolution. With a successful track record of 21 years, we maintain our dedication and contention in the sector with our differentiating service concept by producing customer-centric solutions through innovations in technology and by financial products portfolio positioned in line with the Bank’s strategies. We interact with our customers through a variety of mediums such as Telephone, E-mail and Video Call. Credit card inquiries, banking transactions, informative services, digital channels’ services and inbound & outbound sales activities are the main services that we provide to our customers. In addition, we have dedicated groups such as affluent banking, investment banking, mortgage & general purpose loans. By having “Branch Calls Management” unit, besides being the first contact point for the central calls of the retail branches, abandoned branch portfolio calls are directed to the Contact Center to create on the spot solutions to our customers.

Company Overview:

We are a fleet leasing company in Turkey since 2003. Our main goals are raising standards of our customers and helping them to be successful in their corporate life by providing privileged vehicle and fleet solutions to them. We serve customers with more than 240 staff in İzmir, Bursa, Ankara, Adana, Istanbul. We facilitate the lives of our about 6.000 corporate customers

Role of the Center:

We began our journey in 2003 and we continue today as the leading fleet leasing company’s solution center of Turkey. With our solution center service, our main goals are raising standards of our customers and helping them to be successful in their corporate life by providing privileged vehicle and fleet solutions to them. We provide solutions for the needs of our customers with our expert staff which has a good grasp of operational leasing processes and, is experienced in this industry. Our 16 years of operational leasing experience allow us to deeply understand the customer journey and make it simpler, faster, safer and valuable with rapid and highly effective support. Our solution center is serving customers for both aftersales and sales issues via inbound and outbound platform. And also we have a customer complaint & suggestion management team. We deliver accessibility, reliable information, and care to our customers in each interaction, making every contact an opportunity to improve the trust between customers and our company via treating each customer as unique. It is not easy to understand automobile technical for the customers. As solution center of our company, we manage the company-customer communication required at all stages of the customer life cycle through all channels with the philosophy to provide a perfect customer experience. By solving customer requirements and inquiries in a fast and efficient manner, we create maximum customer satisfaction.

Company Overview:

ING DIRECT isn't like your regular bank. For one thing, we have no branches - and because you do everything with us by Internet, or phone, we're able to pass those savings on to you. We have much higher interest on deposits, with no fees or service charges on them, plus lower interest on loans. But that's just the start. Our organization is made up of people who are united in our unpretentious, can-do mentality and our drive to deliver results for our clients. And whatever we do, we're always connected to the bigger picture - helping you save your money.

Role of the Center:

The role of our Contact Center is to help the customers by providing them high quality in sales and service. We offer support on different channels, we are anytime, anywhere the customers need us to be: on inbound call, email, Social Media, on forums. We Turn Tragic into Magic by going the extra mile, by being customers' advocate and by solving their requests/ complaints fast and qualitative.

Company Overview:

IMM 153 Istanbul Call Center,began to serve for a complaint resolution center regarding municipal services with a team of 6 people in 1994. IMM 153 Istanbul Call Center is one of the first call center in Turkey and Turkey's first municipal call center. IMM Istanbul Metropolitan citizens within the boundaries of Istanbul by the unit 125 with any kind of claims, complaints and applications for assistance has been reached a single touch point under number 153 for IMM in the year of 2014. In conjunction with this project that will make the lives of Istanbul residents easier, now the citizens are not looking to report their complaints with different phone numbers and sources. They are able to contact for any complaints and request easily the only point of contact from water failure to the garbage not taken from the street and broken sidewalks to defective lighting thus they can follow the solution phases by only dialing 153.

Role of the Center:

Our call center offers public service. Our target is to provide all needs of our citizens through one phone number and we undertake the activities in this direction.

Company Overview:

mobile.de is a German market place for vehicles ranging from cars, motorcycles, trucks and vans to mobile homes. As a part of the Ebay-group, mobile.de provides a platform for professional car dealers and private customers. Sellers and buyers benefit from a vast range of easy-to-use tools, clear structures, an up-to-date database, and comprehensive guides. Advertisement is an important source of income, user fees and additional services such as brokerage of insurance and finance solutions also contribute to the revenue.

Role of the Center:

While mobile.de’s key accounters and internal sales teams take care of big and medium sized customers, some 35.000 smaller car dealers (categorized as C-customers) had been handled by an external service provider with 10 call center agents. Like many call centers, this service provider wasn’t connected with the client’s CRM (customer relationship management) and other sales related systems. There were no automated sales-, reporting and documentation-processes; the manual- replication and format adaptions of customer data and telephone lists were the rule. The lack of integration technology wasn’t the only reason for low performance, decreasing revenue and customer complaints, though. A major revamp started with the arrival of Matthias Schmidt, the new Manager External Partner whom mobile.de had hired in September 2015. Over the course of 2016, the communication with small car dealerships, offerings and sales processes all were redefined and enhanced. New service partners were found, trained and equipped with a state-of-the-art integrated solution that translated into a big leap forward in terms of performance and revenue. Within 2018 Matthias Schmidt was promoted to “Head of SME” and improved all processes again.

Company Overview:

National Bank of Oman Founded in 1973, National Bank of Oman was the country’s first local bank, forging a rich history with Oman’s local businesses and its economy at large.

Role of the Center:

The primary objective of our call centre is to serve all the customer segments of the bank, from inquiries to daily banking functions, delivering an overall exceptional service accurately, effectively and efficiently. The call centre acts as a convenient extension of the branch and a customer service representative, which can be accessed 24 hours a day, seven days a week, cementing us as the customers’ channel of choice. The call centre agents are trained in supporting all of the bank’s standard products and services – ranging from simple balance inquiries to presenting tailored offerings in line with the customer’s goals or products and services that could be of interest to them. The call centre also handles all customer facing channels as well as receiving and recording customer complaints and compliments. In addition, the Customer Relationship Management (CRM) system manages marketing of the products and services through push SMS services and feeds into the synergy between the bank’s sales channels and branches creating an opportunity to upsell and cross sell. This enables the bank to cater to the customer’s requirements whether it be banking and transactions, borrowing, or the investment opportunities and protection options offered by the bank. The call centre also manages video banking facilities which includes but is not limited to cash transactions, even after business hours. Armed with the CRM system to anticipate the customer’s next request or action, the contact centre agents are able to meet the initial expectation and surpass service expectations for the next steps.

Company Overview:

Noetica is a software development company specialising in intuitive, user friendly software for contact centres. Our software platform, Synthesys™, is a comprehensive package that provides almost everything you will ever need in order to run and manage a successful, effective and efficient call centre operation. Developed over many years and incorporating a wealth of knowledge and experience of the call centre market, Synthesys™ is designed to reduce reliance on IT and empower the business functions to become autonomous and extremely agile by delivering integrated applications to the agents’ desktop intelligently and in record time.

Company Overview:

NOS is a telecommunications and entertainment group which offers fixed and mobile next generation solutions for Pay TV, internet, voice and data to all market segments - Residential, Personal, Corporate and Wholesale. It is the leader in Pay TV, Next Generation Broadband services and in Cinema Exhibition and Distribution in Portugal. NOS has approximately 1.6 million Pay TV customers, 900 thousand Fixed Broadband customers, 1.4 million Fixed Voice Customers and 3.6 million Mobile subscribers in Portugal.

Role of the Center:

NOS’ contact center primary role is to deliver the best customer service possible. We serve our customers throughout all customer journeys, from I Join to I Need Help. NOS believes companies that create exceptional customer experiences set themselves apart from their competitors, and so a differentiated service is our key value proposition. We also believe contact centers don’t have to be a cost center and we are also investing heavily in Service to Sales, as happy customers are more likely to buy.

Company Overview:

Established in 2003, Ocular Technologies is a specialist enterprise communications company and turnkey services provider. The company has made its mark at the forefront of the industry as a preferred partner for large-scale corporates, SMMEs and government affiliates alike. ??With a reputation of in-house excellence and capability, its portfolio has now expanded from the contact centre industry to include emerging technologies that centre on enhancing the customer experience and delivering consistent ROI. The solutions we provide include Contact Centre Interaction Management and Optimisation platforms; Microsoft Lync, SharePoint and Dynamics deployments; social media monitoring and tracking; and cloud-based services and solutions such as LyncOnline, Office365, OcularConnect Hosted Contact Centre and OcularWired Hosted Workforce Optimisation. ??Ocular Technologies is 100 percent black owned and a South African Level 1 BEE Contributor with a procurement recognition level of 135 percent.

Company Overview:

At Pusula Call Center, our customers' requests for operational excellence, sustainable services and offering appropriate solutions in accordance with customer price are met with are experience since 2009. We offer innovative business models and professional solutions beyond the expected service.

Role of the Center:

Ensuring group coordination, following operational shifts, ensuring and strengthening operational communication, following and organizing changing workflows, ensuring intra-group communication

Company Overview:

The CEZ holding is the biggest power company in Central and Eastern Europe. It provides sales and distribution of electricity and gas in the Czech Republic.

Role of the Center:

We are is the biggest power company in Central and Eastern Europe. It provides sales and distribution of electricity and gas in the Czech Republic. We are responsible for the whole service (retail segment) in the Czech Republic. Our role is: support customers and also sell products - electricitry, gas and others.complementary products.There are many ways to contact us - customers can use the customer service line, web based virtual sales office, visit the 24 customer centers or 53 offices of business partners - all contact places are situated in significant cities. There are 500 employees in customer branches, serving face to face customers. Almost 5500 customers visit us daily in our contact centers.

Company Overview:

Tele2 AB is a major European telecommunications operator, with about 34 million customers in 10 countries. It serves as a fixed-line telephone operator, cable and Digital television provider, mobile phone operator and Internet service provider.

Role of the Center:

The company's Distance service is engaged in processing incoming and outgoing customer requests for company services. Support is provided on the voice line, in digital channels, including SM

Company Overview:

Teleperformance is a global provider of customer experience management in terms of revenue and global scale. We are the industry leader in security and our management has over 30 years of experience working with the most successful companies worldwide. With the strongest financial profile in the contact center space, Teleperformance’s leadership is unparalleled. Teleperformance was founded in 1978 in Paris, France and our U.S. based operations, headquartered in Holladay, Utah, were founded in 1993. Since then, expansion has been fueled by organic growth through additional volume awards by satisfied clients, and through acquisitions. Our combined financial strength, expertise, proven processes, and technology enhance the services and value we deliver to our customers and position us well to partner with clients around the globe.

Role of the Center:

Customer Care, Customer Service, Acquisition, Technical support, Debt Collection, Back office and Chat and Sales

Company Overview:

Truphone provides businesses and individuals with mobile phone plans. We built a single network for the whole world on a fundamental premise that global network's mobile network should be build without consideration for country borders which is completely different than most operators today. We bring you closer to your contacts. We give our customers 8 international numbers on a single SIM which effectively makes them a local in those 8 Truphone countries. Our customers are truly global and need to stay connected and we take it as our mission to keep them connected wherever they are in the world. We provide our customers outstanding 24-7, multilingual support that they can access quickly and easily anywhere in the world.

Role of the Center:

Main Center Role: Our contact centers from both Lisbon and Manila are focused to keep our customers connected wherever they are in the world. This means that we offer 24/7 multi lingual customer service to ensure our customers get the best possible mobile connectivity and the best possible experience whilst they grow their businesses around the world.

Company Overview:

Türk Ekonomi Bankası (TEB), a financial institution in the Turkish banking sector, started its banking activities in 1927. With its ever-expanding branch network and wide range of products and services, TEB continues its brokerage operations in a set of different financial fields such as investment, leasing, factoring and portfolio management. After its public offering in February 2000, TEB became the partner of BNP Paribas in February 2005. TEB, with its partnership of BNP Paribas, expanded its expertise in corporate, commercial and private banking to retail banking, small business banking and SME banking. As of February 2011, TEB and Fortis Bank A.Ş. completed their legal merger under TEB brand.

Role of the Center:

Our vision is understanding customer needs, generating income by effective use of the sales force, being taken as a benchmark in the world, providing know-how and being a strategic force in our bank with qualified human resources, productive business processes and efficient technology.With increasing our NPS score, intending custormer satisfaction , sales depends on customer loyalty.

Company Overview:

Vericall Ltd is an outsource contact centre specialising in subscription sales and customer management. With 10 years experience managing Pay-TV contact centre solutions including high volume event based solutions, Vericall can help you deliver exceptional customer service while driving revenue with sales through service.

Role of the Center:

VeriCall performs a variety of functions on behalf of our clients. Primarily these are focussed around customer service, we provide services for over 68% if the UK and Irish Directory Enquiries market as well as front line support to firms across Cosmetic Surgery, Travel Industry, IT Support, Financial advisors, Medical Insurance providers, Telecoms and Catering firms. Along side this we also provide full customer lifecycle management to firms in the payTV industry. This inculdes subscription sales, technical support and customer service, fulfilment services and debt recovery.

Company Overview:

The contact Centre is the primary route of access for all Vonage Business Customers in the European and Australian market, throughout the customer lifecycle. This include sales, provisioning, billing, customer enquiries and retention as well as Technical support . The centre operate 24/7

Company Overview:

Webhelp is a Paris-based international customer relationship management group. Webhelp engineers customer experiences on behalf brands, and through our transformational outsourcing proposition we can drive performance improvement, deliver a real and lasting transformation in clients’ operating models and deliver material financial advantage. Our ability to deliver is powered by data and applied analytics, which play a vital role in our work as a digital company. Since its inception, Webhelp has grown significantly with more than 500 partners being served by our global teams which cross more than 35 countries and more than 140 customer experience hubs.

Role of the Center:

Customer Contact Center