News and Events
Competence Call Center presented Call Center Best Practice in Prague
Carita Vallinkoski on outsourcing partnerships and positive customer/company interaction
Carita Vallinkoski, Bob Murray, Nicolette Wuring
On 3 and 4 September 2008, the international Direct Marketing Days took place in Prague. 150 guests followed the invitation of organiser Direkt, the leading direct marketing magazine in Czechia. At Top Hotel Prague, the largest congress center in Czechia, opinion leaders from direct marketing, the media and the call centre business as well as companies from various industries met up to exchange ideas and to network.
One of the highlights on the topic of call center best practice was the keynote speech by Carita Vallinkoski, expansion manageress of Competence Call Center AG (CCC). The experienced and multiple award-winning call center expert presented an impressive case study from the telecommunications sector: the success factors of a long-standing partnership using T-Mobile and CCC as examples.
“The telecommunications market is continuously changing “, said Carita Vallinkoski. “In addition to competence in the mobile phone business, for me, the key factors of our business relationship are above all a high degree of flexibility and efficient adjustments”, said Carita Vallinkoski. Furthermore, know-how and industry expertise are two of the most important ingredients for a successful partnership. “Ever since the liberalisation of the telecommunication market, companies have been struggling to stand out in the market”, said the call center pioneer, who has been successful in the call center business for 14 years and was presented with the award “Best Call Center Manager in the World” in Las Vegas two years ago. “Service has become of great significance. The aim is to turn customer experience into a happy customer/company interaction”, said the expansion manageress.
In order for this interaction to be as positive as possible, a good relationship of cooperation between client and call center is an important precondition. The collaboration between T-Mobile and CCC, Carita Vallinkoski said, is characterised by mutual respect and loyalty. “During our 11-year collaboration, teamwork between the outsourcing partner CCC and client T-Mobile was always a priority”, Carita Vallinkoski reported from her rich wealth of experience. Furthermore, a joint strategic development, excellent employee training as well as professional people management are the most important bases for successful customer service collaboration. “We must never forget who, in addition to organisational and technical conditions, are the major and most valuable players in our company”, said Carita Vallinkoski, emphasising the significance of employees, their training and continuous further education as well as career opportunities.
In addition to the inspiring speech by Carita Vallinkoski, the two-day programme of the direct marketing conference included other top class, international keynote speakers. Author Nicolette Wuring presented Customer Advocacy as source of sustainable competitive advantage, and charismatic Robert Murray from Canada, president and COO of Compasspeak Inc, delivered an emotional speech on the topic of leadership.
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Mag. Christiane Ölz
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