Delivering Delivering ISO Certified ISO Certified Multilingual Multilingual Multichannel Multichannel Award Winning Award Winning Customer Service Customer Service at Affordable at Affordable Prices Prices
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DeliveringDeliveringISO CertifiedISO CertifiedMultilingual Multilingual MultichannelMultichannelAward WinningAward WinningCustomer ServiceCustomer Serviceat Affordable Pricesat Affordable Prices
1.1. Mission StatementMission Statement2.2. We Bring ValueWe Bring Value3.3. RecognitionRecognition4.4. Premium Customer Service DeliveryPremium Customer Service Delivery5.5. We Are ISO CertifiedWe Are ISO Certified6.6. PrioritiesPriorities7.7. Why Bulgaria?Why Bulgaria?8.8. Services We ProvideServices We Provide9.9. Linguistics – a Shrinking WorldLinguistics – a Shrinking World10.10. Language SupportLanguage Support11.11. Recruitment – Our Staff Are Your StaffRecruitment – Our Staff Are Your Staff12.12. Account ManagementAccount Management13.13. Implementation – Smooth & SeamlessImplementation – Smooth & Seamless14.14. PremisesPremises15.15. PortfolioPortfolio16.16. Contact DetailsContact Details
Table of ContentsTable of Contents
We Bring ValueWe Bring Value
Benefits of partnering with 60K include:Benefits of partnering with 60K include:
Greater EBITDAR (Earnings Before Interest, Taxes, Depreciation, Amortisation, and Restructuring or Rent Costs)
RecognitionRecognition
60K won the gold medal in the Contact Centre World Awards!60K won the gold medal in the Contact Centre World Awards!
2009 Awards:2009 Awards:Samuil Filipov and Kaloyan Valev - the chosen finalists from 60K, performed admirably at the Samuil Filipov and Kaloyan Valev - the chosen finalists from 60K, performed admirably at the EMEA finals. They were EMEA finals. They were finalists in the finalists in the Best Contact Centre AgentBest Contact Centre Agent and the and the Best Contact Centre Best Contact Centre SupervisorSupervisor categories categories. .
After Samuil won the After Samuil won the Best Customer Service Agent Award for EMEA region, Best Customer Service Agent Award for EMEA region, he proceeded to the he proceeded to the world finals at Las Vegas, where he won the gold medal and became the world finals at Las Vegas, where he won the gold medal and became the Best Customer Service Best Customer Service Agent Agent in the world.in the world.
Each year ContactCenterWorld.com organize a Contact Centre Industry Awards program, for the Top Ranking Performers. These prestigious awards recognize the very best in the contact centre industry
from all over the world and are considered to be the “Contact Centre Olympics”.
Each year ContactCenterWorld.com organize a Contact Centre Industry Awards program, for the Top Ranking Performers. These prestigious awards recognize the very best in the contact centre industry
from all over the world and are considered to be the “Contact Centre Olympics”.
2010 Awards:2010 Awards:60K qualified for the EMEA finals and won silverware in the following categories:60K qualified for the EMEA finals and won silverware in the following categories:
•Silver Medal in the Silver Medal in the Best Contact Centre Best Contact Centre (Medium Size) category(Medium Size) category•Silver Medal in the Silver Medal in the Best Outsourcing PartnershipBest Outsourcing Partnership category (with the award-winning project for BE Broadband)category (with the award-winning project for BE Broadband)•Bronze Medal in the Bronze Medal in the Best Trainer Best Trainer categorycategory
UK internet service providers customer service ratings 2008 by “Which?” magazine:•BE Broadband- ratedBE Broadband- rated 5 stars5 stars•O2 – rated 5 stars•Our client came on top of Virgin, AOL, BT, BT Yahoo, Demon, Orange, PIPEX, Plusnet, Sky, Talk Talk and Zen
PC Advisor” ISP Awards 2009:PC Advisor” ISP Awards 2009:
• O2 – “Best Buy” Award• BE Broadband – “Recommended” BE Broadband – “Recommended” AwardAward
RecognitionRecognition
Broadband Customer Ratings 2009 byBroadband Customer Ratings 2009 by “ThinkBroadband.com”“ThinkBroadband.com”CategoryCategory „ „Large Internet Service ProvidersLarge Internet Service Providers”:”:
For second consecutive year our client came on top of competitors such as: For second consecutive year our client came on top of competitors such as: Sky Broadband, Virgin Media, BT Broadband, AOL, Orange & TiscaliSky Broadband, Virgin Media, BT Broadband, AOL, Orange & Tiscali
ISP Customer Service Reliability
O2 Broadband
75% (18,182) 68% (19,515)
BE Broadband 71% (6,651) 69% (7,359)
PlusNet 66% (9,723) 66% (10,682)
Sky Broadband
51% (22,772) 59% (24,651)
Virgin Media 48% (55,664) 57% (59,105)
TalkTalk 45% (19,753) 50% (21,419)
BT Broadband
42% (49,295) 52% (53,231)
Tiscali 36% (17,011) 48% (18,756)
AOL 36% (13,189) 41% (13,978)
Orange 34% (16,820) 43% (18,109)
GoldO2 Broadband (large ISP)AAISP (niche ISP)
SilverBE Broadband(large ISP)Zen Internet (niche ISP)
BronzePlusNet (large ISP)IDNet (niche ISP)
RecognitionRecognition
Premium Customer Service DeliveryPremium Customer Service Delivery
BE BroadbandBE Broadband
O2O2
PlusNetPlusNet
Sky BroadbandSky Broadband
TalkTalk BroadbandTalkTalk Broadband
Virgin MediaVirgin Media
The above graph is a www.ThinkBroadband.com continuous benchmark on the levels of customer service maintained among the highest rated broadband providers in the UK.
For a second consecutive year 60K delivers the best customer service for our client – BE Broadband.
The above graph is a www.ThinkBroadband.com continuous benchmark on the levels of customer service maintained among the highest rated broadband providers in the UK.
For a second consecutive year 60K delivers the best customer service for our client – BE Broadband.
BE Broadband Expert Reviews
Average User Rating
Speed: Customer Support:Reliability:Value for Money:
Overall:
RecognitionRecognition
We Are ISO CertifiedWe Are ISO Certified
In May 2010, just two years after the company was established, 60K acquired ISO 9001:2008 certification.
The Quality Management System integrated as well as the full process lifecycle: from signing LoI to service delivery were ISO qualified by Quality Austria.
In May 2010, just two years after the company was established, 60K acquired ISO 9001:2008 certification.
The Quality Management System integrated as well as the full process lifecycle: from signing LoI to service delivery were ISO qualified by Quality Austria.
PrioritiesPriorities
Why Bulgaria?Why Bulgaria?
Services We ProvideServices We Provide
Services We ProvideServices We Provide
Linguistics – a Shrinking WorldLinguistics – a Shrinking World
Language SupportLanguage Support
We continuously We continuously upgrade our upgrade our
database of nearly database of nearly 1,000 people with 1,000 people with
both technical both technical knowledge and knowledge and
foreign languagesforeign languages
Recruitment – Our Staff Are Your Staff!Recruitment – Our Staff Are Your Staff!
Account ManagementAccount Management
Implementation – Smooth & SeamlessImplementation – Smooth & Seamless
Implementation – Structured & ControlledImplementation – Structured & Controlled
We have developed our internal technical solution, which includes number of different modules working in perfect harmony. We have developed our internal technical solution, which includes number of different modules working in perfect harmony.
Some of the benefits using our solution:
Technological solutionsTechnological solutions
PremisesPremises
PortfolioPortfolio
Why are we different?Why are we different?
60k is the fruit of a dream. We have created an environment of trust and respect. Our transparency and love for the work we do make our Customers feel that
we are an extension of their businesses.
60k is the fruit of a dream. We have created an environment of trust and respect. Our transparency and love for the work we do make our Customers feel that
we are an extension of their businesses.
We give no less than what we expect to
receive. We set high
challenges for ourselves and
help our Customers meet and
exceed their goals.
We give no less than what we expect to
receive. We set high
challenges for ourselves and
help our Customers meet and
exceed their goals.
We under commit and over deliver.We under commit and over deliver.
We tell the truth.
We tell the truth.
"60K promises you innovation and service excellence from"60K promises you innovation and service excellence from a company you can trust. a company you can trust.
Our quality policy is to provide only the most reliable,Our quality policy is to provide only the most reliable, responsive and cost-effective responsive and cost-effective
products andproducts and services that meet orservices that meet or exceed customer expectationsexceed customer expectations..
We are committed to operational excellence,We are committed to operational excellence, reliable service levels and believereliable service levels and believe
in prompt, courteous and effectivein prompt, courteous and effective customer representation"customer representation"
Mission StatementMission Statement
Contact DetailsContact Details
Follow us on: Follow us on: Visit us at: www.60k.bg www.60k.bg Visit us at: www.60k.bg www.60k.bg
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