News and Events
Event Review: Call Center and Customer Care Conference & Expo Bucharest
Keynote by Carita Vallinkoski, Expansions Management CCC, on the topic of Strategy, Leadership & Motivation in the Call Center.
Carita Vallinkoski
For the fourth time, the leading congress on customer care in Eastern Europe brought together decision makers of leading companies from the telecommunication, financial services, computing and software, consulting, pharmaceutical and logistics industries.
The international conference offered participants the opportunity to gain an overview of the call center industry and the latest customer service trends. In addition to exciting talks by national and international top speakers, a lively exchange of ideas with the masterminds of the industry was also on the agenda.
Keynote speech by Carita Vallinkoski
In her talk, expansion manageress of Competence Call Center AG and passionate keynote speaker Carita Vallinkoski dealt with the topics of strategy, leadership and motivation in the call center.
“I believe in the power of team work and in flat hierarchies. Employees are a company’s best and most important messengers if we manage to give them visions and passion“, Carita Vallinkoski says. In her keynote speech, the call center manageress drew upon her 14-year experience in call center and people management and presented the most important insights to the participants of the 4th Call Center and Customer Care Conference & Expo.
Just before the event, Carita Vallinkoski hosted a press lunch. During this side event, the call center expert presented the results of the latest quality and qualification study of the Romanian call center industry as well as the results of the Romanian call center management study.
To the results of the studies >>
Competence Call Center Bucharest
In June 2007, Competence Call Center AG (CCC) opened a call center location in Bucharest. For CCC general manager Thomas Kloibhofer, everything spoke in favour of expanding into Romania.
In July 2007, the CCC Bucharest team – under the leadership of CCC expansion manageress Carita Vallinkoski - started their first projects for SkyEurope Airlines. The team of 50 now looks after clients and projects in the areas of telecommunication, financial services and tourism.
The team will grow rapidly in 2008. New projects are already being set up. By the end of the year, the 150 call center jobs in the 1,200 sqm loft office on Bucharest’s office mile will be used to capacity.
Nearshoring is not an option for CCC. “We follow our customers and look after our clients regionally. The international corporations are familiar with the topic of outsourcing. For these companies, a highly professional customer service and sales call center is of paramount importance. They strive to bring the main competitive factor of the call center service in line with international standards. This is a good starting situation for CCC, which is already successful in 5 countries with 7 locations”, says Thomas Kloibhofer.
“There is great potential for outsourcing”, Carita Vallinkoski, CCC call center and expansion manageress confirms. “Romania has impressive in-house call centers. What the country is missing are professional outsourcing service providers with international experience. Many industries, such as tourism, telecommunication, insurance and financial service providers and energy suppliers, are about to experience a boom. The timing for CCC’s market entry was ideal since economic boom, liberalisation and competition are considered driving forces of the call center business”
The CCC expansion story
CCC was founded on 1 July 1998 by communication pro Thomas Kloibhofer. The company offers internationally award-winning call center services for national and international companies with high customer service standards.
The CCC range of services includes service hotlines, telephone campaigns, written customer communication by email, fax and letter, training of call center employees and managers as well as consulting for the set up and restructuring of call center units.
The competence of the CCC employees and managers is the promise of Competence Call Centers. CCC has kept this promise with more than 75 million customer calls.
With more than 2,000 employees at 7 locations (Berlin, Bratislava, Bucharest, Leipzig, Linz, Vienna and Zurich) in 5 countries, CCC has already received 14 international awards for outstanding call center management achievements and for professional customer communication over the phone. The “Best Contact Center Leader in the World” award in 2006 went to CCC call center manageress Carita Vallinkoski. Further international awards: Best Call Center Management in Austria 2001, Best Call Center Professional in Europe 2004, European Call Center Campaign of the Year 2004, European Call Center Award 2005, Best Call Center Environment in Europe 2006, Best Call Center Management EMEA 2006.
