Unicall Company presentation December 2015

Companypresentation

2015

ABOUT US

SERVICES

CASE STUDIES

Quality

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reports

benefits

Contacts

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Agenda

aboutunicall

ESTABLISHEDIN NORWAY

2004

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11CONTACT CENTERS COUNTRIES

5

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900+EMPLOYEES WORKSTATIONS

480+

14 1 25 163millionOVERVIEW OF THE YEAR

2014

MORE THAN

SALES, LEADS, APPOINTMENTS,SURVEYS

CLIENTS CAMPAIGNS

Million Calls

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Main industries we work with:- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

DIETARYSUPPLEMENTS BANKING INSURANCE UTILITIES AUTOMOTIVE TELCO

RETAIL &E-COMMERCE

Branch organizations:

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UNICALL IS AN OUTSUORCING CONTACT CENTER OF SCANDINAVIAN ROOTS AND WORKCULTURE, WHICH WERE SUCESFULLY ADOPTED ON CENTRAL AND EASTERN EUROPEANMARKETS.

unicallin europe

ČESKIE BUDEJOVICE 1ČESKIE BUDEJOVICE 2PRAGUEOLOMOUC

212SEATS

WARSAWRZESZÓWBYDGOSZCZ

137SEATS

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BUDAPEST48

SEATS

KAUNASVILNIUS

62

BANSKA BYSTRICA 36SEATS

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SEATS

countries we work in languages we speak

our aimand values

quality ensure that our success continues

Collaboration is what makes us grow

Communication is a major part of any solution

Excellence is the result of our dedicated efforts

Efficiency is our time and effort used wisely

INTEGRITY is the key to our success

We will deliver excellence, strivefor continuous improvement

Each of us is responsible forthe quality of whatever we do

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By cooperating and seamlessly sharing our knowledge with eachother across organizations, we can make our companyever stronger

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We need to be mindful of the importance of honestlycommunicating problems as well as breakthroughs

The sooner we communicate a problem, the easier it is for usto marshal our company’s resources to solve it.

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We must focus on program performance to deliver on the fulloperating and financial potential of the company

We must avoidbureaucratic delays

Integrity must characterizeeverything we do

We must be agile enough to actfaster than our competitors

We must maintain the “small company” behavior that hascharacterized UniCall since the beginning

We don’t cut corners

We want everyone who comes into contact with UniCall to knowwe do things the right way

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serviceportfolio

Costumer care

Up-sales

Help desk

Technical support

Campaign response

inbound

Lead generation

Sales

Data profiling

Appointment

Mystery shopping

outbound

Order handling

Data entry

Warehouse

Fulfilment

Mail response

BACKOFFICE

serviceportfolio

Customer service,customer retentionsolutions

1.Our multichannel inboundcontact center will handleyour clients’: calls, emails,chat, inquiriesin social media

We let you focuson the core businessby handling yourcustomer service

We support existing customerservice and helpdesksby handling overflow callsin peak periods

We extend and integratewith your customerservice departmentif you don’t want o investin new office and facilities

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serviceportfolio

Sales andappointmentsetting

We have a greatexperience in B2Band B2C sales

We do morethat 15.000 salesa month

Telemarketing isusually more usefulthan you’d expect

Up-selling optionis very importantin customer service

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Our appointment setting service will let you focus on yourbusiness and we take care of approaching new clients

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serviceportfolio

Polls andmystery shoppingsurveys

Multilanguage optionto run projectsin language you need

Mystery shopping surveyto control your customerservice quality

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Polls for getting feedback about your service/product,or what your employees think about your company

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serviceportfolio

We take care of entire process from the first contact todelivery of a signed agreement to your company

We handleall time-consuming work

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As a part of the processwe can scan couponsand handle white mail

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4.BACK-OFFICE

Tools

Telephone

E-mail

Chat

Social media integration

SMS

White mail

Multichannelcontact center

A group of specialist experienced in call center environment

Tailor-made software and reports

Individual solutions to meetyour needs

Integration with your systemsand solutions

IT

Effective predictive dialer

Web reporting

CTI / CRM systems to handlecalls and data files

Full recording capability

system

clients

casestudy

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NON-PROFIT ORGANIZATIONAn international renowncharity organization

Various, mainly,individual donors

New donors acquisition,donors’ upgrade programs,follow-up campaigns

9 new donors acquired dailyby each of the Agents

50 confirmed bank account detailsper day for dataverification campaigns

Back office support - form printingto facilitate acquisition process

Short project set-up time

resultsclient

targetgroup

services

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casestudy

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FINANCEA global leader ininsurance productswith worldwide presence

Consumers 30+

Insurance cross-sales andnew customer acquisition

Quick achievement of sales goals:0,5 sales / h per agent

High conversion for premium payment:40 - 50% vs. 30% KPI set by the client

Stable team of Agents certified by localfinancial services authorities

Success on the Czech market allowed us to replicate the project andthe Polish market

Direct data exports toClient’s CRM system

resultsclient

targetgroup

services

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casestudy

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UTILITIESA leading utility company,based in Czech republicand revenue of billion €

Small / medium businessand consumers

Complex sales, lead generationand appointment booking

The initial pilot program we designed was a success. The client then decided to extend our cooperation to other projects using our multichannel contact center experience.After UniCall pilot, the initial cooperation extended from outbound campaigns to inbound care and software developments for e-commerce sales and booking appointments for sales specialists. Extensions were not only in business divisions, products and market scope but also in budgets.

resultsclient

targetgroup

services

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casestudy

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DIETARY SUPPLEMENTSmulti-level campaign fora company selling dietarysupplements

consumers 40+

SalesUp-salesOrder takingHelpline

9 new donors acquired dailyby each of the Agents

50 confirmed bank account detailsper day for dataverification campaigns

Back office support - form printingto facilitate acquisition process

Short project set-up time

results

Back officeComplaint handlingCoupon punchingReception desk

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Quality

We listen

to all the sales callsand diagnose problems.1.

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All Agents have a schedule of coachingand training sessions that arecarefully followed. Each Agent has to have.

at least 1 coachingsession a week.

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All reports are generatedautomatically directlyfrom the systems

which eliminates possibility of errorsand omissions. It also puts higher pressureon our operation to adhere the highestquality standards.

All agents have to

grade each conversation

using 3 statuses:- No issue- OK- Dissatisfied customer – in these cases ourQuality Department calls back the customerto ask for the reason of their negativeexperience

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Reports

ALL reports are online our clients has special login site where they can supervise all their projects.

Mobile reporting capabilityyou can check your sales for the selected period using your smartphone.

Live Statistics for customer serviceyour help line statistics are online and you can be sure that we meet our quality requirements.

First call resolutioncustomer care reports to know problem solving efficiency.

Customizable reportsyou can have specially created reports to meet your needs.

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Benefits

PROFIT increase of your revenue.

Focus on your company and your sales focus on core activities.

We give CONFIDENCE because weshare everything so you have controland involvement over the process. Wewant to be a part of your company.

COST saving through customizedsolutions both in sales and customerservice.

UNFICATION - one partnerwith one system for the CEE region.

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Visit us - we are open. let's agree on time and just visit us to see any of our contact centers and how we do it.

contacts

UCommunications group s.r.o. Na Troskách 14297/26Banská Bystrica 974 01Slovakia

Kaunas Communication CentreK. Donelaičio g. 62LT-44248 KaunasLietuva / Lithuania

UniCall Communication Group KFT Budapest 1056, Váci utca 81Hungary

UniCall Communication Group Poland ul. Puławska 366Warsaw 02-819 Poland

Unicall Communication Group s.r.o.U Smaltovny 625370 01 České BudějoviceCzech Republic