TELUS International Europe | Global Outsourcing Case Study
Excellent language capability
ensures high CSAT levels.
The Client
Our Client is one of the world’s largest package delivery companies
and a leading global provider of specialized transportation and logistics
services. Headquartered in the US with pan-European operations, our
Client manages the flow of goods, funds, and information every day in
more than 200 countries and territories worldwide.
Case details
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Logistics industry
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Partnership since 2013
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Inbound customer support via
phone
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Markets covered: France and
Germany
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Team size: more than 80 agents
team members
Compelling event
In relation to reorganization of its Pan-European operations and the need to
access new talent pool outside its North American operations, our Client was
looking for a reliable partner to provide customer care service for the French
and German markets. The Client has decided to move from an in-house
operation model to an offshore outsourcing model, aiming to gain efficiency,
synergies and a high level of flexibility.
Challenges
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Fast paced industry demanding specific industry knowledge
Highly processed oriented company demanding fast learning of industry
specifics
Profile of team members had to address special requirements such as:
extensive geographical knowledge about the serviced markets, near-native
bilingual fluency of languages and strong corporate cultural affinity to the
company brand
Fast team ramp up
TELUS International Europe solution
TELUS International Europe provided specific infrastructure, including a
dedicated operating area specially branded for the Client and a separate
network for operations. We took a partnership approach of working closely
TELUS International Europe | Global Outsourcing Case Study
with our Client, representatives of which were onsite during the stabilization phase of the project.
Implementation highlights
TELUS International Europe hosted cultural and geographical training sessions, followed by side-by-side coaching. We
implemented various internal and external quality control mechanisms to address the Client’s criteria, including:
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Intensive individual training sessions conducted on weekly basis for a one month period when necessary
Weekly individual meetings for all Customer Service Representatives with the purpose of tracking individual performance
Internal calibration of inbound calls for both Germany and France performed on weekly basis
Corporate calibration: weekly basis corporate internal calibrations conducted with the purpose of comparing the call
evaluation executed by our team and the in-house Quality Monitoring Group
Key success factors
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Recruitment of customer service experts with excellent written and verbal language skills
Ongoing training and coaching sessions and specific training techniques for learning industry specifics
Efficient communication between TELUS International Europe and the Client to ensure smooth working process
Business impacts
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Met high seasonal volumes thanks to the well trained customer service team
Exceptional customer service provided to the end customers
Reached high level of CSAT
Improved redundancy operation of the Client by adding new customer service site
Reduced operating budget of contact center operation
Team ramp-up
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Agents Assigned
TELUS International Europe | Global Outsourcing Case Study
About TELUS International
Connect with us!
TELUS International Europe (formerly CallPoint) is a leading European
provider of multilingual contact center and BPO solutions. The company
serves its clients in over 30 languages including English, French, German,
Italian and Spanish. The company has 1,600 positions in- Europe across
seven delivery centers located in: Sofia and Plovdiv (Bulgaria); Bucharest
and Craiova (Romania); Manchester and Cannock (UK). TELUS International
Europe is a proud member of the TELUS International family, a global
business process outsourcing company with over 16,000 team members
around the world.
Web: telusinternational-europe.com
Email: sales.europe@telusinternational.com
© 2014 TELUS International Europe