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Ipek Yuksel - Quality Auditor (Bio)

Turkey

Center Size:8000

AssisTT is a contact center company, established in November 2007 as a subsidiary of Turk Telekom. Beyond a conventional call center, it provides solutions such as sales and marketing, social media management and mailing to its customers.

 

We will be sharing our best practices which include
 

  1. Quality processes
  2. Individual roles in quality
  3. Role of quality analyst in customer services
  4. How to change an agent's perspective
  5. Coaching in a difficiult atmosphere


 

Role of the Center:

Support customers


Teresa Rodrigues - Quality Auditor (Bio)

Portugal

Randstad Holding is a temporary and contract staffing organisations. Set up in 1960 by Frits Goldschmeding in a one-roomed office in Amsterdam, it now has 1,600 branches and 642 in-house locations at customer sites in Europe and North America.In Portugal, Randstad Contact Centres collaborates, as a partner, in the start-up of many of the main Portuguese Contact Centres, in fields such as Banking, Insurance, Telecommunications and Services. Holder of the means and expertise required to quickly and effectively meet the most stringent human resource requirements, whether temporary or permanent, Randstad Contact Centres is a business partner of resource management companies, providing a global service, so that, together, they may achieve high levels of customer satisfaction.



Role of the Center:

It´s an outsourced contact center that offers a dedicated customer service, inbound (customer support) and outbound (sales), for an energy supplier company. Also provides several services of maintenance and technical assistance related to power and gas providers.


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