We won a “Złota Słuchawka” in the category “Together – projects using contact center outsourcing” – for Customer Experience for Circle K
For the second year in a row, the SMB Direct Marketing Association has awarded us with a “Złota Słuchawka” in the “Together” category. Last year we received the award for a multilingual project for our German client, ECE. This year, the project we have been implementing since 2015, which aims to build a positive brand image for Circle K, was recognised.
Voice Contact Center is an independent, multi-tasking partner of Circle K. The companies cooperate on many levels related to customer service and backoffice. We serve individual and business customers in one place, at the highest level in 3 contact channels: telephone, e-mail and traditional mail. The Voice Contact Center team streamlines processes related to cash returns and obtaining VAT invoices for individual customers. We also improve the handling of traditional correspondence (letters). We provide support to Circle K station employees and office staff. The VCC team is the first line of contact in all disputable and difficult situations. We have full responsibility with the need to make decisions independently and quickly in many situations. We handle complaints efficiently – we lead the process from accepting a complaint, through case verification, to handling and decision making. We guarantee the stability of the team by applying optimal solutions.
The team dedicated to servicing Circle K consists of a manager, coordinator, trainer and several consultants. 83% of the team are “multiskill” consultants, which guarantees continuity of all processes in case of absences and increases flexibility of team management. The value of the project is also close and direct cooperation of the VCC team with the Circle K IT department in order to properly and efficiently verify customer requests. We have managed to achieve 104% of the assumed goal in the quality monitoring of the conducted calls and 103% of the assumed goal in the average call answering rate.