Communicating since 2002!
We deliver solutions. We create relations.

Call Center Facts

We are a Call Center with a GLOCAL approach (thinking globally, acting locally).

We use all our energy to achieve excellence in communication, to improve our design service as a holistic experience, and to build strong and humanized relations.

We aspired to innovation, but it is with our clients’ success that truthy move us! We have an adaptive and responsive approach to our client’s strategic needs & goals and we are engaged with them.

Over the past 17 years, we have developed several operational teams. Our teams are trained to be agile and flexible in their response to the new and demanding challenges that face them.

This has been our VALUE-ADDED RESPONSE over the years.
This is our EXPERIENCE.

Achievements

1

> 20 millions calls answered (Inbound)

2

> 1 million calls made (Outbound)

3

0% of customer’s claims (0,0033%)

5

< 1% of abandoned calls

5

Fast service reinforcement
(capability in 15 minutes slots)

6

National and
international services
(> 6 languages)

7

Continuously training and
development programs for operators

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Value proposition

1. Effective and rapid response to strategic adjustments in our customer’s goals.

2. Proximity to our clients.

3. Qualification and training of operators (> 100) in 6 different locations.

4. 24/7 service availability (24 hours / 7 days).

5. Multilingual communications (Portuguese, English, German, French, Swedish, Spanish).

6. Reduction of costs and risks for our clients (hiring, training and development of employees).

7. High customization and speed in the analysis of needs and service testing.

8. Quick planning capacity to step up the service (15 in 15 minutes) critically taking into consideration our clients’ campaigns and schedules.

Services

1

INBOUND | Incoming operation

Receiving contacts while attending to customer needs and feelings:

  • Helpdesk of the client;
  • Customer support (SAC);
  • Information lines;
  • Support to advertising campaigns (e.g. TV or radio spots) and contests;
  • Support / technical assistance;
  • Management of occurrences and complaints;
  • Other personalized services (e.g. scheduling of interventions, visits or queries);
  • Detailed service reports (support for decision making, quality control, EUGDPR).
8

OUTBOUND & BLENDED | Active or mixed operation

Receiving and making contacts with clients, which can integrate Inbound and Outbound services:

  • Database updating;
  • EUGDPR authorizations and data update;
  • Loyalty to customer relationships;
  • Support of brand activation;
  • Support in the implementation of communication plans.

Communicating since 2002! We deliver solutions. We create relations.

Rua 5 de Outubro, nº 156 Loja 12
4100-172 Porto

Phone: +351 22 605 96 00

(Chamada para a rede fixa nacional

Email: info@callcenterfacts.pt

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