SSCs/BPOs in Poland Year started in Poland: 2009 Number of employees in Poland: <100 Services offered: IT, R&D
Services offered: CS, DM Management/Contact: Jerzy Jóźkowiak – President of the Management Board
Northgate Arinso Year started in Poland: 2003 Number of employees in Poland: <100 Services offered: HR (payroll process outsourcing)
Possible Polska
Orange Year started in Poland: 2004 Number of employees in Poland: 500-1000 Services offered: CS
PricewaterhouseCoopers Service Delivery Center Poland Sp. z o.o. 40‑001 Katowice, ul. Piotra Ściegiennego 3 Tel.: 32 602 74 00 Year started in Poland: 2009 Number of employees in Poland: 550 Services offered: Finance – other Expansion plans in Poland: Expected growth both geographically and service wise. The pace of the growth is dependent on customer needs and overall economic situation. Until June 2015 expected level of employment is 750. Management/Contact: Paweł Mleczko (tel.: 519 507 623; pawel.mleczko@pl.pwc.com)
Poczta Polska Year started in Poland: 2012 Number of employees in Poland: 250-500
Prointegra Tel.: 32 730 00 42 e-mail: info@prointegra.com.pl
Open – e
and Outsourcing Directory
Oracle Year started in Poland: 2012 Number of employees in Poland: <100 Services offered: IT, CS
CEE Shared Services
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Proximetry Year started in Poland: 2006 Number of employees in Poland: <100 Services offered: IT, R&D Management/Contact: Mirosław Ossysek – General Manager of Proximetry Poland PwC SDC 40‑001 Katowice, ul. Ściegiennego 3 Year started in Poland: 2009 Number of employees in Poland: 250-500 Management/Contact: Olga Grygier – Siddons, President of the PwC Poland (tel.: 22 746 40 00) Rockwell Automation Year started in Poland: 2006 Number of employees in Poland: 250-500 Services offered: F&A, HR, IT, CS, R&D Management/Contact: Sławomir Szpak – Operational Director Rockwell Automation in EMEA Region Sii 40‑093 Katowice, Słowackiego 13 Tel.: 723 100 752
Contact center trends for 2014: Social media comes to customer service An interview with Mariusz Odkała, CEO of Teleperformance Poland
How does the development of social media fit with the world of customer service? Social media have become the natural environment for a growing number of people. It is not just entertainment anymore - it is also useful when searching for a job or information about new products. The emergence of new social networking sites and applications also plays an increasingly important role in communication. Consumers spend more time using them, and users of smartphones are online almost all the time. Therefore, it is a natural means of contacting companies when they are interested in their products and services. When searching for answers, and when he is willing to make comments or complaints regarding the purchase, consumers are guided by a natural instinct for company’s fanpage on Facebook or its channel on Twitter. For many of them, it is simply faster and more convenient. Today, not everyone reaches for the phone to call the hotline, however, this communication channel is still important.
What is your response to this? Teleperformance Poland is one of the first contact centers in Poland that has implemented this channel of service. This is another form of support, beside the dominant telephone channel, for our customers. Service consultants of Teleperformance can respond to consumers’ questions by providing them with detailed information and helping solve the problem, but also ensuring a positive brand image. By regularly monitoring forums and sites such as Facebook and Twitter, the consultants also pick up queries, which are not placed directly in the channels of the company or have been published on the private walls of users. Tracking those opinions can pleasantly surprise the consumer when he does not expect the company to react to his social-media post.
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What are the benefits for the customers of the contact center? The most important benefit is a satisfied final consumer. He receives a quick and convenient answer - and sees that the company cares about the contact. Additionally, social media also have great potential to build a relationship with the consumer and increase the positive image of the company. Companies simply cannot afford not to be there – because their clients are! Therefore, social media – when conducted in a skilled, professional manner – can both reliably inform and delight the customer. Teleperformance Poland belongs to the Teleperformance Group - the world leader in outsourcing services in the field of customer relationship management and call centers. The Group operates 110,000 computerized workstations, with close to 149,000 employees across around 230 contact centers in 62 countries and serving more than 150 markets on behalf of major international companies in a multitude of industries. Teleperformance Poland employs more than 350 people in two locations - Warsaw and Siedlce. As one of the major players in the outsourcing market in Poland, it supports clients - mainly global corporations from many sectors: technical, IT, financial, electrical and direct marketing - in terms of technical support, customer service and sales in more than a dozen languages.
2014