Multilingual Customer Service Center Brno

We specialize in customer and technical support services, requiring the highest levels of customer satisfaction, in multiple languages, mainly focused on the CEE region.

The Brno customer service center was established at the beginning of 2007 as part of a project of Arvato Services to expand the coverage of languages and services for one of our largest global customers. Since that time, we have expanded the range of support of the Brno site by several new customers, services and languages. At the present, we support customers in the following languages: Czech, Slovak, Hungarian, Polish & e-mail support in Romanian, Bulgarian, Croatian, Serbian and Slovenian. We provide a wide range of services, including simple first line customer service, order processing, back office processes, database cleaning and Technical support for both end users and IT professionals/administrators.

Basic info about our Brno facility:
- 1300 Sqm area
- 110 employees
- Existing – immediate free capacity 20 seats
- Expandable by an additional 120 seats with minimal investment and within a 6 week time frame
- Languages - Czech, Slovak, Hungarian, Polish (all agents speak English); most other CEE and some WE languages can be fully introduced within three months
- Services:
  - Inbound Technical Support
  - Front line Customer Service
  - Order processing and back-office
- Current biggest clients are Microsoft, ShellSmartcard, SonyMusic ????

Minimal start up and investment costs, high quality service…
- Guarantee of operation from technical stand point during any operating hours
- Detail reporting available to client regarding our performance, which provides a high degree of control
- High quality of service delivered to your clients, due to our top of the class monitoring, coaching and training infrastructure
- No need to consider other vendors or additional costly investments should your volumes significantly increase
- Alignment to COPC certification requirements (registered COPC coordinator on staff)
- Top of the line LAN infrastructure with plenty of room for expansion
- Remote monitoring (including screen) infrastructure (NICE System)
- Fully equipped training rooms – up to 35 simultaneous participants
- Newly furnished, fully air-conditioned facility

Technical Support details
- Consumer and Commercial level support
- Entire scope of Microsoft products supported – from Office and OS through to Server applications
- All inbound inquiries fully resolved by Arvato, with escalation rates to client of:
  - Consumer – less than 1% of all inbound cases
  - Commercial – less than 10% of all inbound cases
- Types of Technical issues covered:
  - SW Installation
  - Error resolution
  - Compatibility
  - How To questions
  - Security
  - Driver issues
- TS agents all have as a minimum MCDST/MCTS(Vista) certifications up to MCSE or MCSA certifications
On staff is a full time TS trainer

How we achieve “excellent” customer satisfaction
- COPC compliant Quality and Training approach
- 100% of calls including screen activity recorded
- Each agent coached at least once per week
- “group coaching” - review of sample calls with small groups of agents
- Calibration – weekly with the Quality Manager & monthly with client personnel
- Agent development meetings - weekly between each coach and his/her respective team manager.
- Game-based competitions to motivate agents towards better calls
- Financial bonus system
- Customer Satisfaction oriented company culture