A.R.C.E. Contact Center

BACKGROUND

Please describe your company and position.

I am the Department Manager of Wargaming

Describe what your company does in a single sentence.

Wargaming is a leading game developer and publisher, with its most well-known titles in the gaming industry being: World of Tanks, World of Warships & World of Warplanes.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire A.R.C.E. Contact Center to accomplish?

• Get multilingual customer support
• Manage and maintain account, technical and game support
• Providing of customer oriented support
• Reaching of contractually set KPIs and goals

SOLUTION

How did you find A.R.C.E. Contact Center?

Online Search

Why did you select A.R.C.E. Contact Center over others?

• High ratings
• Great culture fit

Describe the scope of work in detail. Please include a summary of key deliverables.

The ARCE Contact Center handles various types of customer requests. Provides training to newcomers and monitors their adaptation period. Deliverables: a team of agents working both in the office and remotely. The ARCE team handles requests for three different departments and shows continuous progress in achieving set goals.

The team currently provides multilingual services in Ukrainian and Russian in combination with English. There are plans to expand the number of languages in the future. ARCE provides the necessary documentation and reports as specified in the contract, just in time or upon request.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Number of requests processed
• Quality of requests processed

Describe their project management. Did they deliver items on time? How did they respond to your needs?

We can count on ARCE to always deliver on time while taking into consideration our needs.

What was your primary form of communication with A.R.C.E. Contact Center?

Virtual Meeting

What did you find most impressive or unique about this company?

Their unwavering commitment, expertise, and exceptional services have been paramount in delivering an unparalleled gaming experience to our players. ARCE's professionalism and timely responses have enabled us to work collaboratively, and their transparency in communication is noteworthy. We have enjoyed working with their team and commend their dedication to providing top-notch support and services.

Are there any areas for improvement or something A.R.C.E. Contact Center could have done differently?

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BACKGROUND

Please describe your company and position.

I am the CEO

Describe what your company does in a single sentence.

We are an integrator of full-cycle solutions.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire A.R.C.E. Call Center to accomplish?

• Our company needed to build a user support department from scratch.

SOLUTION

How did you find A.R.C.E. Call Center?

Online Search

Why did you select A.R.C.E. Call Center over others?

Close to my geographic location, Pricing first our budget, Good value for cost, Company values aligned

What was the size of A.R.C.E. Call Center’s team?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The project implied the availability of user support through two channels. These are voice communications, that is, telephone and non-voice communications, that is, a form of feedback. For voice communications, A.R.C.E. provided its own platform. That is, we did not additionally use the services of other contractors. Voice communication services were used through the tools that A.R.C.E. provided for voice communications. For non-voice communications, we created our own solution at our site, which was integrated with A.R.C.E. resources.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• NPS
• SL
• AR

Describe their project management. Did they deliver items on time? How did they respond to your needs?

There was good communication and quick feedback.

What was your primary form of communication with A.R.C.E. Call Center?

Virtual Meeting

What did you find most impressive or unique about this company?

A.R.C.E. Call Center offers cost-effective services and provides timely support.

Are there any areas for improvement or something A.R.C.E. Call Center could have done differently?

Due to the limited budget and size of the project, it is hard to say what could have been done better. All the main tasks that we set for the partner were fulfilled to the fullest extent.

BACKGROUND

Introduce your business and what you do there.

The project was done when I was with my previous employer.

My previous employer has launched new product: International Top Ups for mobile phones for almost any mobile operator in the word. We offered this product through retail network in 4 countries, including the United Kingdom, Ireland, Poland and Czech Republic. 

A.R.C.E. Call Centre has provided an Interactive voice response (IVR), which is an automated telephone system that combines pre-recorded messages with a dual-tone multi-frequency (DTMF) interface to engage callers, allowing them to redeem a Top Up voucher and provide access pre-defined information.
 

OPPORTUNITY / CHALLENGE

What business challenge were you trying to address with the vendor?

We need a reliable, capable IVR line that can go live at a relatively short notice.  We also need a registered phone number in different countries and, the A.R.C.E. Call Centre also need to complete integration and certification get access to our back system via API.
 

SOLUTION

What was the scope of their involvement? 

A.R.C.E. Call Centre full solution and covered all our needs:

• integration via API
• number registration
• development of script 
• voice recording for script in local languages
• monthly support
• update when needed

What is the team composition? 

We had a dedicated account manager.

How did you come to work with the vendor?

I know A.R.C.E. Call Centre from my previous employment what they have provided similar service to MoneyGram.

How much have you invested with them?

N/A

What is the status of this engagement?

Live and ongoing. 
 

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

70% of our customers prefer to use this way to redeem a voucher rather than dedicated website.

How did the vendor perform from a project management standpoint?

They've performed very well, and we have 100% satisfaction from our side.

What did you find most impressive about them?

Ability to offer all we need in one place including voice recording in Czech language.

Are there any areas they could improve?

Not sure I can identify any.
 

BACKGROUND

Introduce your business and what you do there.

The project was done when I was with my previous employer, company called Eezi Global Ltd.

Eezi Global has launched new product: International Top Ups for mobile phones for almost any mobile operator in the word. We offered this product through retail network in 4 countries, including the United Kingdom, Ireland, Poland and Czech Republic.

A.R.C.E. Call Centre has provided an Interactive voice response (IVR), which is an automated telephone system that combines pre-recorded messages with a dual-tone multi-frequency (DTMF) interface to engage callers, allowing them to redeem a Top Up voucher and provide access pre-defined information.

OPPORTUNITY / CHALLENGE

What business challenge were you trying to address with the vendor?

We need a reliable, capable IVR line that can go live at a relatively short notice.  We also need a registered phone number in different countries and, the A.R.C.E. Call Centre also need to complete integration and certification get access to our back system via API.

SOLUTION

What was the scope of their involvement?

A.R.C.E. Call Centre full solution and covered all our needs:

- integration via API

- number registration

- development of script

- voice recording for script in local languages

- monthly support

- update when needed

What is the team composition?

We had a dedicated account manager.

How did you come to work with the vendor?

I know A.R.C.E. Call Centre from my previous employment what they have provided similar service to MoneyGram.

What is the status of this engagement?

Live and ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

70% of our customers prefer to use this way to redeem a voucher rather than dedicated website.

How did the vendor perform from a project management standpoint?

Performed very well, so we're 100% satisfied with their ongoing involvement.

What did you find most impressive about them?

Ability to offer all we need in one place including voice recording in Czech language.

Are there any areas they could improve?

Not sure I can identify any.

BACKGROUND

Please describe your company and your position there.

I am Sr. Project Manager at BlaBlaCar - world’s leading community-based travel network, enabling over 100 million members to share a ride across 22 markets.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire A.R.C.E. Call Center, and what were your goals??

We started our cooperation with A.R.C.E. Call Center almost 7 years ago to ensure the customer support for our passengers in Ukraine who have already bought or only plan to buy a bus ticket.

SOLUTION

How did you select this vendor and what were the deciding factors?

We did a benchmark, analyzed the BPO market in Ukraine, all the proc and cons, cost, and flexibility. A.R.C.E. Call Center proposal was the most interesting for us. Before we started the cooperation, we asked for the feedback about A.R.C.E. Call Center. The feedback we gathered was positive.

Describe the project in detail and walk through their service package, including any calling tools used.

We started our cooperation from the calls support. At that stage, our goal was to ensure the 24/7/365 support for our passengers. They work with Asterisk. A.R.C.E. Call Center developed the agents' self-written software which they used in daily work to gather the information about the calls such as a reason of call, CSAT/NPS score, etc.

A couple of years later, we made a strategic decision to share with outsourcing additional tasks: we've started with the refunds. After, we've shared also tickets support, increasing the complexity accordingly to the team maturity.

Who did you work with and what was the feedback process like?

We have an Account manager who manages 1 Team Lead and 1 Trainer. Both, Team Lead and Trainer are responsible for the QA. We don't have a dedicated QA. The current team size is 20 FTE. During the past years, the team size changed. Depends on the business seasonality, our team contained from 20 to 90 people.

The feedback process is the following:

• We are in touch with the team on our corporate messenger. If someone has a question, we're more than willing to answer almost right after the question was raised
• Every week we have a regular catch-up with our Account manager
• Every month we have a regular monthly business review to discuss the performance
• Every quarter we have the "Team All" meeting with the agents where we can receive the feedback, where we can share the latest news, etc.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

Our goal is to provide the best in class customer service. We set up the challenging goals in KPIs:

• Service level on calls: = 70%
• Abandoned rate on calls = 5%
• First call resolution = 83%
• Service level on tickets = 90%
• Quality = 95%. I mentioned only the main KPIs we measure with A.R.C.E. Call Center.

During the year, all these KPIs were above the target. The only KPI which is below the target is the Occupancy rate on calls. Our goal is 65%. The fact is around 50%.

Describe their project management style, including communication tools and timeliness.

We trust A.R.C.E. Call Center's expertise. Nevertheless, I prefer to control all the aspects of our project from the hiring until the individual performance and tech support. The key is a documentation. We have described in details business processes and the technical specification created by A.R.C.E. Call Center.

Every negotiation is converted in the email recap sent to all participants. For the communication, we use an email and our corporate messenger. However, I need to admit that the general level of English is not good. It's not an issue for us, but would be great if A.R.C.E. Call Center would improve their skills.

What did you find most impressive or unique about this company?

The most impressive and simultaneously unique is A.R.C.E. Call Center flexibility. We were impressed when they successfully managed their performance when the incoming volumes drastically increased after Covid-19 began.

Also, A.R.C.E. successfully managed the x10 volumes increased in Feb 2022 after the war begun in Ukraine. Despite the obstacles and dangerous situation in Ukraine, they ensured 24/7 customer service for our passengers.

Are there any areas for improvement or something they could have done differently?

Improve the English skills for the employees

BACKGROUND

Please describe your company and position.

I am the Leading customer service development specialist of SOCAR

Describe what your company does in a single sentence.

SOCAR is a benchmark among other filling station brands in service design and one of the lovemarks in the Ukrainian market.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire A.R.C.E. Contact Center to accomplish?

• Organization of a single information and consulting center of the SOCAR network working with all information channels of the company.
• Processing of incoming appeals received by its departments: the hotline 0 800, the general director's line, SMS messages, requests for a callback from the socar.ua website, mobile application, online chat, social. networks (Facebook, telegram, "feedback")
• Processing of outgoing calls: marketing activities, tNPS, Csat, customer churn, feedback on requests;

SOLUTION

How did you find A.R.C.E. Contact Center?

recommendations

Why did you select A.R.C.E. Contact Center over others?

• High ratings
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from A.R.C.E. Contact Center were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

SCOPE OF WORK 

• Incoming calls ≈ 5,000 calls/month; 
• Outgoing calls ≈ 5,000 calls/month; 
• SMS messages ≈ 100 calls/month; 
• Mobile application ≈ 100 requests / month; 
• Soc. networks (Facebook, Telegram) ≈ 100 requests / month; 
• On-line chat ≈ 100 requests / month); 
• E-mail ≈ 50 requests / month. AR - 98% SL - 93,67%

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Key performance indicators (KPIs). SL, AR, Csat, AHT, quality control sheet

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Projects are managed by well-trained managers who are happy to share their experience, advise and provide all kinds of support. Deadlines are respected, as is constant communication.

What was your primary form of communication with A.R.C.E. Contact Center?

• In-Person Meeting
• Virtual Meeting

What did you find most impressive or unique about this company?

This company has a unique culture. The underlying values ​​are close to the values ​​of SOCAR - this harmonious combination allows achieving a premium level of service for SOCAR guests. A.R.C.E have become an integral part of SOCAR.

Are there any areas for improvement or something A.R.C.E. Contact Center could have done differently?

A.R.C.E. open to dialogue and constantly being in development, sharing their experience, for which we are very grateful to them. SOCAR and A.R.C.E. team, together we identify development areas on the project and work on improvements

BACKGROUND

Please describe your company and your position there.

we are a visa outsourcing and technology services specialist for governments and diplomatic missions worldwide. My position is Deputy General Manager of the Information Services department

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire A.R.C.E. Call Center, and what were your goals??

ARCE Contact Centre is a BPO partner providing Contact Centre support for multiple missions across CIS region as well as few European countries. ARCE is providing information to the customers through call, email & chat channels of communication within the agreed schedule.

SOLUTION

How did you select this vendor and what were the deciding factors?

We as a company were looking for a trusted partner that can meet our requirement in terms of technology, infrastructure, kind of services provided, cost and other capabilities (like number of languages they can cover, flexibility in terms of operational schedule) and come across this vendor. We have shortlisted 3 vendors based on the RFP released and selected ARCE after completion of the tender process.

Describe the project in detail and walk through their service package, including any calling tools used.

ARCE is providing call, email & chat support to our clients from 4.30am till 10pm Monday to Saturday for multiple missions across CIS region and few other European countries. All the scripts and training materials for the agents had been developed with ARCE in close coordination and guideline. Telephony solution supported by ARCE for this project - Alcatel is meeting all the requirements in terms of capturing all the required information and delivering the requested detailed report.

Who did you work with and what was the feedback process like?

For day-to-day operation, there is a dedicated Project Operations Manger, Project Supervisor, Project Trainer and Project Quality Manager - depending on the kind of request that requires an attention. Any Global operations matters are discussed directly with CEO. Feedback is shared on a real time basis. Regular monthly and quarterly review meetings are conducted on a regular basis and Plan of Action for any feedback shared is shared on a timely basis. All the timelines shared are adhered with no fail.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

All the solutions & enhancement suggested and implemented by ARCE helped us to automate multiple services which improved the customer satisfaction and increased it from 80% to 99% as well helps to save on the re-occurring cost for our company by more than 25%. ARCE had been extremely supportive during the Pandemic period, which makes the cooperation even more valuable.

Describe their project management style, including communication tools and timeliness.

Outside of daily emails, we have fortnightly, monthly and quarterly reviews with the Team. Feedback shared and actions if any are taken & closed extremely fast. Automations and enhancements required are delivered within the agreed timelines and most of the times even faster than committed.

What did you find most impressive or unique about this company?

Timelines committed for any of the activities are always met and as a rule it is delivered even earlier than agreed. They are high-skilled, responsible, and client-oriented. New projects launched are always meeting the expectations in terms of quality, timelines and best practices implementation

Are there any areas for improvement or something they could have done differently?

Not at a current stage

BACKGROUND

Please describe your company and your position there.

I'm Co-owner and CEO in Changebox consulting agency. It's an innovative consulting company that gives customers unique expertise in strategy, marketing, sales, customer service and HR management

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire A.R.C.E. Call Center, and what were your goals??

We worked with ARCE together in a big project of customer service launch for the B2C transportation company. With our BPO expertise, we have elaborated and tested business processes and after that ARCE launched them from scratch for the customer. Our main goal was to create the best customer experience for the customer and we achieved that with the help of ARCE and its attitude to the prolect

SOLUTION

How did you select this vendor and what were the deciding factors?

I knew about ARCE from my previous job as Customer service director and Deputy CEO at Vodafone Ukraine. It's a big Ukrainian telecom operator

Describe the project in detail and walk through their service package, including any calling tools used.

We worked on the next tasks: diagnostics of current business processes,(BP) description of current BP, development of new BP and testing of BP. ARCE collaborated with us in all stages of these tasks. After that, it launched new BP in production and for that its experts have done the next tasks: hiring employees for customer support, learning them, onboarding, BP testing and launch of full-value customer support. Also, ARCE has launched all procedures of KPI control of customer support

Who did you work with and what was the feedback process like?

I worked closely with ARCE project team and its sales managers. It was an incredible experience.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

Launch of customer support system on time Customer SLA fulfilment Quality of hiring (low churn)

Describe their project management style, including communication tools and timeliness.

Openness, result orientation, high expertise, transparency of all communications

What did you find most impressive or unique about this company?

We appreciate the quality of decision-making and high expertise.

Are there any areas for improvement or something they could have done differently?

I can just recommend this company and I wish all the best in new projects