CallPoint sees vast potential for SEE outsourcing industry

By SeeNews team

Xavier Marcenac, Co-founder, Executive Director and Member of the Board of Directors of CallPoint New Europe web:
Xavier Marcenac, Co-founder, Executive Director and Member of the Board of Directors of CallPoint New Europe

Q: What makes CallPoint New Europe different from the other players on the outsourcing market in Eastern Europe?

A: I believe that our experience as a contact centre and a business process outsourcing (BPO) provider, the quality of our service and our investments in state-of-the-art technology are the main factors that set CallPoint aside from its competitors.
Operating since 2004, with an experience gained through 50 plus customers and 200 workflows, we have acquired comprehensive expertise across diverse business verticals: travel and leisure, e-commerce and retail, financial services, telecommunications and software.
We have set quality as an integral part of our service delivery model. Monitoring key metrics such as productivity and accuracy is integrated in our operations and helps identify improvement opportunities that result in added value.
To ensure the quality and information security of our processes, we have implemented the ISO 9001:2008 and ISO 27001:2005 international management standards.
Furthermore, by investing in best-ofbreed technologies, we deliver secure and stable services to our customers while bringing to them the benefits of all the latest industry innovations like, for example, social media monitoring platforms, home shoring, full compliance with Payment Card Industry Data Security Standards, etc.

Q: What makes Bulgaria and Romania attractive outsourcing destinations?

A: Bulgaria and Romania emerged as outstanding players a few years ago in an otherwise highly competitive global field of contact centre and BPO players.
Both countries are member states of the European Union since 2007 and have harmonised their legal systems with that of the bloc. On top of this, Bulgaria and Romania represent a combined talent pool of some 30 million people – highly qualified, possessing strong language skills and work ethics.
In brief, the skills and knowledge of the labour pool, political and economic stability, cultural similarities with the U.S. and Western Europe as well as a very competitive cost base are some of the overarching benefits that make both countries the ultimate locations for contact centre and BPO outsourcing.

Q: What prospects does the EBRD investment open for your company?

A: CallPoint is rapidly growing and EBRD’s equity investment made in July this year will sustain our growth rate and will support our future plans to expand the operational capacity of our delivery centres, improve our competitiveness among mid-sized vendors of business processes outsourcing services and become a regional leader in the industry.

Q: Do you plan to add new services to your portfolio?

A: CallPoint currently offers three main business lines of end-to-end solutions.
The core of our offer are multilingual multichannel customer interaction solutions, including customer support (via chat, email, phone, fax), customer acquisition and loyalty programmes, technical support, back-office support activities, quality monitoring of multilingual in-house operations and multilingual mystery shopping. A very strong point of our service offering are the transformation solutions, where we apply our know-how to review and reengineer clients’ processes in order to improve efficiency and optimise cost. Part of our core group of service offerings are also the Risk Management and Finance and Accounting solutions. As part of our strategy to respond to the dynamic needs of our customers, we intend to diversify our portfolio with a newly designed solution, currently in very high demand on the market, namely Social Media Monitoring.

Q: What are your expectations for the development of the outsourcing industry in Bulgaria and Romania?

A: The potential of the region is tremendous and there are still unexploited areas. Regardless of the natural changes and evolution of the outsourcing industry, I believe that its growth in both countries has only just begun. As has already happened with the global shift in manufacturing locations, I expect similar changes and processes on the global servicing map. Speaking in figures, my expectations are for a growth rate of the industry in Bulgaria and Romania of above 20% per year over the next 4-5 years.

Q: What are your company’s top priorities over the medium term?

A: First and foremost, since we are a client-comes-first organisation, as a top priority I’d like to pinpoint our focus on keeping delivering high-quality services to our clients. From another perspective, having such great plans for the future, one of our challenges will be to sustain the growth of CallPoint – a compound average growth rate of 60% over the last five years, on one side, and of course to nurture the management talent within the company, on the other.

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