Integration in the Outsourcing Experts Group
Outsourcing Experts Group has decided to merge Call One and Voice Contact Center companies. The integration of the companies is a stage in increasing the potential of Outsourcing Experts Group through specializing in particular segments of outsourcing services. Supervision over the merged companies will be in the hands of Adam Kotrych, the former President of Voice Contact Center.
The concentration of Call One and Voice Contact Center, which offer outsourcing services in the scope of multi-channel customer service, aims at strengthening the market position of the Outsourcing Experts Group in the call and contact center area. The integration of the companies will enable the Group to develop rapidly and increase its operational flexibility. The building of a strong position in the segment will allow, on the one hand, achieving significant economies of scale, while on the other hand, it will open the door to the largest, long-standing contracts. The joint company will manage 700 operational positions, based mainly in Warsaw and Łódź. Thereby, Voice Contact Center will join five biggest players on the call and contact center market.
”We believe that through this integration, we will be able to initiate the consolidation process of the strongly fragmented Polish call and contact center market. I am convinced that this will allow us to win big contracts and generate new ones, unobtainable for our competitors, with the call and contact center activities representing only one of links in the added value chain”, said Konrad Rochalski, President of Outsourcing Experts Group Management Board.
The Outsourcing Experts Group operates in three business areas: outsourcing of document and back-office management processes, outsourcing of sales and marketing support, and outsourcing of call and contact center processes. In accordance with the decision taken by the Management Board of the Outsourcing Experts Group , Call One will be incorporated into the structure of Voice Contact Center, currently operating in the call and contact center market.
Voice Contact Center attends a few dozen companies, the biggest of which are: ITI Netia, Onet.pl, G+J RBA Publishing Company, Wydawnictwo Szkolne PWN, Allianz.
In June 2011, Voice Contact Center was awarded in the 6th edition of the Indirect Marketing Competition, Golden Arrow 2011, in Telemarketing category. It has been the first award ever in this category since the establishment of the competition. The awarded campaign was carried out for G+J RBA Publishing Company. The project concerned the monitoring of amounts receivable and was directed to the subscribers of the National Geographic Polska monthly magazine. Voice Contact Center is currently the main partner of the Publishing Company in the scope of telemarketing. Both companies intent to broaden the cooperation in the area of customer service via phone.