Executive Interview : The Latvian Contact Center Idustry - Director Of Contact Center Shares
The Director of the Contact Center for Lattelcom, the largest telecommunications and IT company in Latvia reveals to us what she experiences on a day to day basis in the industry.
Who are you?
My name is Kristine Derica and I am the director of the Call center in Lattelecom – the largest telecommunications and IT Company in Latvia.
How did you get your start in the Contact Center industry?
This is my 12th year working in Lattelecom. I have been in the contact center business only two years. Before I was leading the SME customers’ sales and customer service for three years and my boss who is a member of the board offered me the new challenge to lead the contact center. At first, I thought for a while, but as I like challenges, I accepted the offer and do not regret it.
What excites you about going to work?
I think that one of the most exciting things about the telecommunications and IT industry is its dynamism. Call center as such is a very dynamic place to work. There are no two similar working days. The call center working specifics have changed over the years. . Nowadays we have insourced and outsourced call centers, we can have bilingual call centers, call center agents can "travel" all around the world, serving customers sitting in his/her chair.
What will you share at our upcoming Master Class Best Practice Sharing event in London?
The contact center I work for is a great place to work and we all know our common target to which we run all together – Customer satisfaction. Employees are engaged in different work and after work activities, they all are proud to work here and they are not afraid to be the first to change things and take a challenge.
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What does a typical workday look like for you?
My typical working day starts at 6 o’clock when I wake up and prepare for work. Usually I come to work in the period from 8.00 until 8.30. At Lattelecom we have the activity-based work place thus at the beginning of my working day I choose the working place according to the activity I have perform that day. I have a tradition to go around the office to say hello to my colleagues. If there are no planned meetings in the morning, I read my emails. Then I go with my functional managers for a teleconference to exchange the operational information. Usually I have 3-4 meetings per working day which depends on a working day, for example Tuesdays are operational meetings’ days, I have all my operational managers in the main office and we talk about the progress of their team leaders, weekly results, available resources, and other actual questions we have to talk. In the mean time I also go for a lunch and usually during a day I have to meet with other department’s colleagues to discuss things about the project we are working on together, or we have some problems to solve or we have to prepare some information to our customers and employees. After work I like to spend time on my hobbies - I have done my daily work I go home or to my hobby place.
Do you think the service you get personally is getting better or worse and why?
I think that overall the quality of service in our industry and beyond is getting better. People become more and more demanding what concerns the service and so do I. The example I would like to share with you is my last visiting to the restaurant where we were 12 people sitting around one table. At the end of the evening I was rather surprised because our waiter was perfect in giving us exactly the meal we ordered and all of us ordered not only one meal. He got a very good tip from us. This was a very good learning for me because when you do something excellent everyone would like to know how you do things!
Can you tell us a little about your country of Latvia, something that others may not know?
I come from the capital of Latvia - Riga. Latvia is a small country near the Baltic Sea with 1.8 million inhabitants. Since May 2004 Latvia is a member of the European Union. Latvians love to dance and sing. Every 5 years we have a Latvian Song and Dance festival and approximately 30,000 performers altogether participate in the event. In every Latvian family there is at least one person who sings or dances. If you’re looking for something light and healthy to eat, then you’ve come to the wrong place. A Latvian meal is seldom complete without pork. But it does not mean that Latvians are overweight. These traditional meals we usually eat at some special events, but the rest of our daily life we try to eat healthy. And all the dancing and singing keeps us in a good shape!
About the 2016 Contact Center Masterclass Best Practice Conferences
The annual Top Ranking Performer Conference was co-established in 2006 to run alongside the Top Ranking Performer Awards and is the most recommended industry conference in the contact center World. Delegates from all over the world attend and hear best practices shared by those who run centers. 4 events are run annually – one in Asia Pacific, one in Europe and 2 in North America – details at www.ContactCenterWorld.com/conferences
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About Kristine Derica:
This is my 12th year working in Lattelecom. I have been in the contact center business only two years. Before I was leading the SME customers’ sales and customer service for three years and my boss who is a member of the board offered me the new challenge to lead the contact center.
Lattelecom is the leading electronic communications service provider in Latvia. Established in 1994, today Lattelecom offers integrated electronic communication and IT services, as well as telecommunications, network design and construction services. In addition, the company also provides data transmission and IT infrastructure solutions, Internet and Contact Centre services, and business process outsourcing.
Published: Monday, May 2, 2016
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Centris Information Services is a nearshore customer contact center focusing on bilingual call center and support services.