CCIG Group

BACKGROUND

Please describe your company and position.

I am the Customer Satisfaction and Support Director of Jeronimo Martins Polska S.A.

Describe what your company does in a single sentence.

The company owns and operates the largest retail chain in Poland – Biedronka - grocery stores that offer everyday products at affordable prices.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire CCIG Group to accomplish?

• Providing comprehensive customer service for both brick-and-mortar and online stores
• Managing customer interactions across phone, email, and mobile app channels
• Conducting customer satisfaction surveys after hotline interactions
• Carrying out outbound calls campaigns for selected group of customers

SOLUTION

How did you find CCIG Group?

• Referral
• Other

Why did you select CCIG Group over others?

Other

How many teammates from CCIG Group were assigned to this project?

Other

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

CCIG manages cases of our customers, covering a wide range of topics such as product quality, customer service standards, product suggestions, proposals for new store locations, feedback on store operations and marketing campaigns or all types of cases connected with on-line sales. In addition, CCIG also manages recruitment hotline.

The team also provides end-to-end complaint management including case registration, evaluation, decision-making, and feedback to the customer. All cases are registered in a CRM system developed exclusively by CCIG for us, with over 150 categories tracked.

In addition, CCIG delivers full IT support (development, voice, infrastructure, data warehouse) and integrates JMP’s key applications with CCIG systems. Knowledge Base, updated on an ongoing basis, is also made available to consultants to ensure consistent and accurate service.

RESULTS & FEEDBACK

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

●      Customer contacts handled across different channels (phone, e-mail, mobile app, others)

●      All cases categorized into more than 150 topics in in-house CRM

●      Reporting system for topics and performance tracking

●      High consultant availability, ensuring 24/7 support

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

CCIG provides comprehensive call center services, handling our customer cases from different channels. Their operational flexibility allows them to quickly and effectively adapt to the evolving needs of our business, which is crucial in the dynamic retail environment.

The cooperation is supported by reliable IT solutions, ensuring uninterrupted processes and operational stability, while being in compliance with all applicable regulations. 

Collaboration with their management team – including managers, supervisors, and project managers has always been transparent. CCIG has proven to be not just a service provider, but a strategic partner we can fully rely on.

What was your primary form of communication with CCIG Group?

Virtual Meeting

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

We particularly value their flexibility and openness in introducing new and modifying existing processes.

Also the accessibility of the team, both at the operational and managerial levels, which ensures smooth communication and swift resolution of challenges. 

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

As with any other Partner, different areas of improvement or challenges occur.

Occasional errors in case categorization or case processing are a natural challenge when managing such a large and diverse volume of inquiries. While rotation is a natural process in the industry, the challenge raises with less experienced team members. 

We recognize that the wide range of topics requires ongoing refinement of processes and tools.

BACKGROUND

Please describe your company and position.

I am the Head of Customer Service and Complaints Department of el nino parfum, s.r.o.

Describe what your company does in a single sentence.

We sell cosmetics and perfumes.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire CCIG Group to accomplish?

• For providing customer care
• Handling phone calls, emails, and web chats
• Consultation regarding products

SOLUTION

How did you find CCIG Group?

I don´t remember

Why did you select CCIG Group over others?

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

How many teammates from CCIG Group were assigned to this project?

2-5 Employees

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

Telephone and email communication with customers. Handling and responding to web chats. Communication with carriers and the claims/returns department.  Handling complaints and contract cancellations with customers. Product advice regarding perfumes and cosmetics. perators use Daktel – a central system where all activities (calls, emails, web chats) are recorded and SLA compliance is monitored according to the valid contract.

RESULTS & FEEDBACK

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

Service Level Agreement (SLA)

A service Level Agreement (SLA) is a contract or agreement that defines the level of service expected from a service provider. In the context of customer service, SLAs typically specify response times, resolution times, and other performance metrics that the provider commits to meet. SLAs help manage customer expectations and ensure accountability.

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

Yes, we are completely satisfied with everything. We can only recommend the CCIG Group. We have been working together for over 6 years. 

They have always accommodated us in everything.

What was your primary form of communication with CCIG Group?

• In-Person Meeting
• Email or Messaging App

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

Regular sending of scorecards (evaluation of individual users) – not all call centers do this.

If an operator leaves, they automatically train another operator for our project, and we don’t have to handle it at all. This is very positive for us, and we basically don’t have to worry about anything.

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

I don’t think so. We are completely satisfied with everything. Many thanks also go, of course, to Patrycja Karcz, Senior Team Manager.

BACKGROUND

Please describe your company and position.

 I am the Customer Service Manager of a retail company 

Describe what your company does in a single sentence.

The company is a retail chain offering a wide range of children’s products, including toys, apparels,  more over household items and other.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire CCIG Group to accomplish?

• ● Implementation of a third contact channel – live chat
• ● Introduction of customer satisfaction surveys
• ● Reduction of excessive waiting times during peak seasonal periods
• ● Comprehensive customer service across three contact channels

SOLUTION

How did you find CCIG Group?

Referral

Why did you select CCIG Group over others?

Good value for cost

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

CCIG provides customers with comprehensive support seven days a week. The primary role of the customer service hotline is to handle incoming requests and assist with ongoing matters related to the client’s services through three contact channels – phone, email and live chat. The scope of work includes: ●      Handling and registering customer complaints ●      Providing information on returns, product availability, promotions, and order status ●      Logging technical issues and forwarding them to the appropriate departments ●      Supporting customers with placing orders and navigating the website or mobile application ●      Managing cases related to negative customer feedback while ensuring positive relationships Key activities also involve empathetic conversations and quick response to customer needs, continuous process updates, daily supervision of consultant performance, workforce planning, and ongoing training as well as ad hoc countermeasures.

RESULTS & FEEDBACK

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

●      Call answer rate

●      Calls answered within 20 seconds

●      Emails handled within 24h

●      Customer Satisfaction Score (CSS across all contact channels

●      First Call Resolution (FCR) across all contact channels 

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

The CCIG Group team provides customer service on behalf of the company and supports end clients using its products. Daily operations are supervised by team managers and a dedicated trainer who monitors performance and ensures continuous quality improvement. The project managers are responsible for reporting results, reviewing efficiency and planning resources in line with traffic volumes and defined objectives.

In quarters 1–3, the team of 1–3 consultants handles between few thousands cases per day, while in Q4 the volume doubles. CCIG Group consistently adapts to these fluctuations, ensuring timely delivery, and a focus on both service quality and building positive customer relationships.

What was your primary form of communication with CCIG Group?

• In-Person Meeting
• Email or Messaging App

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

All depends on the specific team and strong communication between Us and our trusted Partner. We consider CCIG attitude  to be crucial in our partnership fallowing with readiness to help us implementing our   long & short term projects(for example: implementation customer service for new market/language), ad hoc business needs (ex. mass communication that can not be easily automated in short time) or else support us with their best know-how so as to deliver results in the most efficient way in regards to time and cost. 

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

Our company is constantly looking for improvements and obviously occasional mistakes are a natural challenge when handling large and diverse volume of inquiries. We recognize that the wide range of topics requires continuous refinement of processes and tools and CCIG remains committed to ongoing improvement in this area.

BACKGROUND

Please describe your company and position.

I am the Online Sales Expert of Orange Polska

Describe what your company does in a single sentence.

Nju mobile is a telecommunications brand providing modern mobile and internet services throughout Poland, offering simple and flexible solutions at attractive prices.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire CCIG Group to accomplish? 

• Deliver comprehensive, high-quality customer service
• Reduce waiting times and maintain high agent availability
• Handle inquiries across all key contact channels (inbound hotline / chat / outbound campaigns)
• Achieve ambitious sales target
• sontinuously improve service quality and customer satisfaction 

SOLUTION

How did you find CCIG Group? 

• Online Search
• Referral
• Clutch Site
• Collaboration on other projects based on recommendations

Why did you select CCIG Group over others? 

• High ratings
• Good value for cost
• Company values aligned

How many teammates from CCIG Group were assigned to this project?

35 consultants and 2 team leaders

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

●      Introduction of a new FTTH product in 2023 and achieving the target of over 200 units sold per month

RESULTS & FEEDBACK

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

●      Increasing mobile activations by 1,000 per month in 2024/2025

●     CVR (conversion rate from answered calls) - 22% (target: 20%)

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

 CCIG provides a dedicated team of 35 consultants and 2 team leaders who coordinate daily operations, monitor KPIs, and implement corrective actions when needed. Reporting is regular, transparent, and geared toward quick decision-making. Cooperation runs smoothly, and their flexible approach allows effective adaptation to changing business needs. They have their own quality control unit and deliver reports on quality indicator 

What was your primary form of communication with CCIG Group?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

The longevity of the cooperation and consistent delivery of high-quality services for over a decade. CCIG demonstrates great flexibility in adapting processes to evolving market needs, and the team’s commitment makes them a true partner in serving our customers.

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

 In the future, we see opportunities to increase process automation and expand service to new digital communication channels to respond even faster to our customers’ needs.

BACKGROUND

Please describe your company and position.

I am the Manager of a medical company.

Describe what your company does in a single sentence.

The company provides flexible, subscription-based medical services for companies, institutions, and individuals. The company offers tailored healthcare solutions supported by dedicated account managers, ensuring convenient access to care and high service quality.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire CCIG Group to accomplish? 

Managing live chat support for patients

Providing ongoing patient service and assistance

Supporting patients with medical appointment registration

Operating the customer hotline for healthcare inquiries

SOLUTION

How did you find CCIG Group?

Online Search

Why did you select CCIG Group over others?

Referred to me

How many teammates from CCIG Group were assigned to this project?

11 agents + 1 manager

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

The project operates Monday to Friday from 8:00 to 20:00, with CCIG providing comprehensive customer service across both voice and written channels. The team manages inbound calls by answering customer questions, resolving requests, and directing cases to the appropriate departments, while also handling outbound calls when needed to support ongoing operations. In addition, consultants respond in real time to inquiries submitted via the website’s live chat, ensuring efficient and professional communication with patients and users.

Beyond direct customer interactions, the team processes ongoing tasks provided by the client, covering operational, administrative, and informational activities. To further improve accessibility, all missed calls are monitored and systematically returned, giving customers a second opportunity to receive assistance and maintaining a high standard of service continuity.

RESULTS & FEEDBACK

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

●      Weekly service hours expanded from 60 to a minimum of 200, reflecting the rapid growth of the project

●      Significant increase in the number of patients served

●      Improved overall service availability through higher capacity

●      Introduction of live chat, which reduced response times and improved patient satisfaction

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

From the beginning of the cooperation, CCIG carried out an intensive implementation in a very short timeframe. As the project grew quickly, the team was able to double or even triple its capacity within just a few weeks, promptly adding additional resources to cover communication channels at the client’s request. This flexibility and responsiveness ensured smooth project execution and seamless adaptation to evolving business needs.

What was your primary form of communication with CCIG Group? 

In-Person Meeting

Virtual Meeting

Email or Messaging App

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

What stood out most about CCIG Group was their exceptional operational agility and commitment to service excellence.<br>They demonstrated the ability to rapidly scale their operations in response to our evolving business needs, all while maintaining a high standard of quality. Their proactive approach, responsiveness, and professionalism set them apart as a trusted and dependable partner.

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

At this stage, we have no concerns. CCIG Group reacts quickly to any issues that arise, and their responsiveness ensures smooth cooperation.

BACKGROUND

Please describe your company and position.

I am the Senior Community Manager of Magnum ICC Polska Sp. z o.o.

Describe what your company does in a single sentence.

The company provides logistical support and maintenance services for Algida ice cream freezers and related equipment.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire CCIG Group to accomplish?

• ● Acting as an intermediary in ordering ice cream freezers for retail stores
• ● Managing the return process of freezers to the Unilever warehouse
• ● Handling service requests for freezers requiring maintenance or repair

SOLUTION

How did you find CCIG Group?

• Online Search
• Other

Why did you select CCIG Group over others?

• High ratings
• Pricing fit our budget

How many teammates from CCIG Group were assigned to this project?

6-10 Employees

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

Algida freezers are delivered to retail outlets only for the summer season and are stored in the central warehouse during the off-season. CCIG consultants manage the logistical support process, placing system orders on behalf of retail sellers and sales representatives. In addition, the team handles service requests related to freezer malfunctions, managing inquiries through both hotline and email channels. The project is based on very close cooperation between CCIG consultants and the client, ensuring smooth coordination and fast resolution of all operational needs.

RESULTS & FEEDBACK

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

●      Timely processing of all requests, ensuring no interruptions in product sales at retail locations

●      Strong expertise in logistical processes, resulting in consistently on-time order fulfillment

●      High operational continuity across both seasonal deliveries and off-season returns

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

During the peak season, the number of consultants is adjusted to match the higher volume of requests, ensuring that all tasks are delivered on time and in line with our expectations.

What was your primary form of communication with CCIG Group?

In-Person Meeting

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

We were particularly impressed by the low staff turnover and the high level of professionalism.

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

All tasks have been carried out fully in line with our expectations, and no major areas for improvement were identified.

BACKGROUND

Please describe your company and position.

I am the E-commerce and Call Center Manager of Stellantis Poland

Describe what your company does in a single sentence.

Stellantis is a multinational automotive manufacturing corporation formed in 2021 through the merger of Fiat Chrysler Automobiles and the PSA Group, which owns brands including Jeep, Ram, Dodge, Chrysler, Fiat, Peugeot, Citroën, Opel, and Maserati.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire CCIG Group to accomplish?

• Treatment of leads and incomming leads. Verifying the data and makes leads hot for the dealer network
• Esellers are train to collect orders for cars via online platform and phone interviews

SOLUTION

How did you find CCIG Group?

Referral

Why did you select CCIG Group over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from CCIG Group were assigned to this project?

12

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

CCIG Call Center Services for Stellantis - Comprehensive Service Overview

I am pleased to highlight the exceptional service quality provided by CCIG's dedicated call center operations for Stellantis Company. Our partnership has consistently demonstrated outstanding results across multiple customer touchpoints and operational areas.

Lead Verification and Dealer Management CCIG excels in managing the critical lead verification process, serving as the vital bridge between potential customers and our extensive dealer network. The team meticulously validates each lead to ensure quality and accuracy before seamlessly transferring qualified prospects to appropriate dealers. This systematic approach has significantly improved conversion rates and enhanced the overall customer acquisition process, ensuring that dealers receive pre-qualified, genuine leads that maximize their sales opportunities.

Comprehensive Call Management The call center operations encompass both inbound and outbound call management with remarkable efficiency. For inbound calls, CCIG handles customer inquiries, service requests, technical support, and general information requests with professionalism and expertise. The outbound calling services include follow-up communications, customer satisfaction surveys, appointment scheduling, and proactive customer engagement initiatives. The team's ability to maintain consistent service standards across both channels has been truly impressive.

Online Order Collection and Processing CCIG has streamlined our online order collection process through various digital platforms, ensuring a smooth and user-friendly experience for Stellantis customers. The team efficiently processes orders received through multiple online channels, maintains accurate order tracking, and provides timely updates to customers throughout the fulfillment process. Their attention to detail in order management has significantly reduced processing errors and improved customer satisfaction.

Online Chat Management The digital customer service extends to comprehensive online chat management, where CCIG provides real-time support to website visitors and customers. The chat service offers immediate assistance for product inquiries, technical support, scheduling services, and general customer service needs. The quick response times and knowledgeable support have enhanced our digital customer experience significantly.

I am genuinely satisfied with CCIG's professional approach, their commitment to quality service delivery, and their ability to represent the Stellantis brand with excellence across all customer interactions. Their comprehensive service portfolio has proven invaluable in supporting our customer service objectives and maintaining high satisfaction levels.

RESULTS & FEEDBACK

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

1. Speed of Lead Treatment We achieved substantial improvements in lead processing efficiency:

Reduced average lead response time from initial contact to dealer handoff
Decreased lead qualification time through streamlined verification processes
Improved first-call resolution rates for lead inquiries
Enhanced speed of lead distribution to appropriate dealers based on geography and specialization
Implemented real-time lead tracking that eliminated delays in the handoff process

2. Lead-to-Order Conversion Rates The quality of our lead verification and management process resulted in measurable conversion improvements:

Increased conversion rate from qualified leads passed to dealers to actual vehicle orders
Higher-quality lead scoring resulted in dealers receiving more purchase-ready prospects
Improved follow-up processes led to better lead nurturing and conversion outcomes
Enhanced dealer satisfaction with lead quality, resulting in more effective sales processes
Reduced lead wastage through better pre-qualification and verification procedures

3. Overall Customer Satisfaction Customer experience metrics showed significant positive trends:

Improved customer satisfaction scores across all touchpoints (calls, chat, online interactions)
Reduced customer complaint rates regarding service responsiveness
Higher Net Promoter Scores (NPS) from customers who interacted with our call center
Increased customer retention rates due to improved service quality
Enhanced customer feedback regarding the ease of the inquiry and ordering process

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

I am very satisfied with CCIG's project management approach throughout our partnership. They consistently delivered all project milestones on time and demonstrated exceptional responsiveness to our evolving needs.

Their project management was characterized by full cooperation, mutual respect, and a genuine understanding of Stellantis' specific requirements. The CCIG team proactively communicated progress, quickly adapted to any changes in scope or priorities, and maintained a collaborative approach that made the entire process smooth and efficient.

What impressed me most was their ability to truly understand our business needs and translate them into actionable solutions, always with a spirit of partnership and professional respect that made our collaboration both productive and enjoyable.

What was your primary form of communication with CCIG Group?

• Virtual Meeting
• Email or Messaging App

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

Flexibility to Stellantis needs

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

I'm satisfied with current organization of our collaboration

BACKGROUND

Please describe your company and position.

I am the Starszy Specjalista ds. Call Center i Zarządzania Doświadczeniem Klienta of Media Markt

Describe what your company does in a single sentence.

We are a European leader in the consumer electronics market and one of the strongest consumer brands. We have been operating in Poland for over 20 years, setting trends and directing the development of the industry. For our customers, we are a guide to the world of modern technologies. The customer is at the center of our actions, and their satisfaction is our common goal.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire CCIG Group to accomplish?

• Deliver inbound customer support across phone, email, chat, and social media
• Handle inquiries regarding products, orders, complaints, and delivery
• Support upselling of extended warranties and complementary products
• Manage Marketplace-related support
• Provide back-office order and payment management

SOLUTION

How did you find CCIG Group?

• Online Search
• Referral

Why did you select CCIG Group over others?

• High ratings
• Pricing fit our budget
• Good value for cost
• The company serves other leading companies in the Polish market.

How many teammates from CCIG Group were assigned to this project?

More than 100

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

· Consistent monthly traffic of tens of thousands of inbound calls and hundreds of thousands of minutes handled smoothly.

· Seamless handling of multichannel support across all platforms

· Improved sales performance versus the previous vendor for the same project

· Continuous performance and operational reliability across five years of service

RESULTS & FEEDBACK

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

·Consistent monthly traffic of tens of thousands of inbound calls and hundreds of thousands of minutes handled smoothly.

· Seamless handling of multichannel support across all platforms

· Improved sales performance versus the previous vendor for the same project

· Continuous performance and operational reliability across five years of service

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

CCIG Group has demonstrated excellent operational control, ensuring stable staffing of 50+ agents, full channel coverage, and dynamic volume management. Traffic routing and IVR are fully managed by CCIG.

What was your primary form of communication with CCIG Group?

• Virtual Meeting
• Email or Messaging App

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

Their multichannel operational scope, sales results, and consistency over several years are unmatched. Their flexibility and ability to co-create and optimize processes make them a reliable strategic partner.

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

Service delivery is strong. Their proactive collaboration in co-developing processes helped streamline our operations.

BACKGROUND

Please describe your company and position.

 I am the Sales Manager of a real estate company 

Describe what your company does in a single sentence.

The company is a modern real estate agency based in Wrocław, specializing in the sale, rental, and management of residential and commercial properties, while offering clients a fully transparent, data-driven, and legally secure transaction process.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire CCIG Group to accomplish?

• Handle inbound calls related to real estate listings and required documentation
• Qualify and route leads for property sales and rentals
• Pre-screen clients interested in mortgage and financing options
• Ensure accurate data collection and CRM entry for all inquiries
• Support clients through the initial stages of the sales or rental process

SOLUTION

How did you find CCIG Group?

Referral

Why did you select CCIG Group over others?

• High ratings
• Great culture fit
• Referred to me

How many teammates from CCIG Group were assigned to this project?

2-5 Employees

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

CCIG Group supports the company's real estate operations by providing first-line customer service and lead qualification across multiple communication channels, including phone and email. The project covers both property-related inquiries and mortgage support, focusing on efficiency, data accuracy, and a professional customer experience.

Key deliverables include:

• Multichannel support for inbound inquiries (calls and emails)
• Lead qualification based on predefined real estate and loan criteria
• Clear explanation of documentation requirements for property transactions
• CRM data entry and tagging of all incoming leads
• Seamless handover of qualified prospects to internal sales and finance teams
• Regular reporting on volume, conversion potential, and service quality

RESULTS & FEEDBACK

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

• Increased lead qualification rate to 78% within the first 3 months
• Reduced average response time for inbound calls to under 15 seconds (goal: 20s)
• Maintained call answer rate above 94% consistently
• Improved data accuracy in CRM entries to 98.5% through regular audits
• Boosted conversion rate of qualified leads handed over to sales teams by 26%
• Achieved over 90% customer satisfaction in post-interaction surveys

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

CCIG Group demonstrated strong project management skills from the very beginning of the cooperation. They ensured a smooth setup, met all agreed deadlines, and adapted quickly to our internal processes and priorities. Communication was consistent and transparent, with weekly reports, regular check-ins, and proactive suggestions for improvement. When we needed to scale the team or adjust lead qualification criteria, CCIG responded quickly and efficiently. Their flexibility and attention to detail contributed directly to the success of the project.

What was your primary form of communication with CCIG Group?

Email or Messaging App

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

What stood out the most was their proactive attitude and willingness to adjust the service model to our evolving business needs. Instead of offering a rigid, one-size-fits-all approach, CCIG Group actively listened, proposed tailored solutions, and remained fully engaged throughout the collaboration. Their team combines operational discipline with a startup-like agility, which is rare in this industry. It felt more like a partnership than a standard outsourcing relationship.

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

There were no major issues during the cooperation. Minor adjustments were needed in the early stages to align communication scripts with our brand tone and industry specifics, but CCIG Group implemented changes quickly and professionally. Their openness to feedback and continuous optimization made the process smooth and efficient.

BACKGROUND

Please describe your company and position.

I am the Director Customer Service of a customer suupport company

Describe what your company does in a single sentence.

We're a global services company, that provides customer support, IT services, logistics, supply chain management, and financial solutions for clients across various industries

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire CCIG Group to accomplish?

• ● Deliver first-line multilingual customer support for fashion industry clients
• ● Handle inbound calls, emails, and chats efficiently and professionally
• ● Ensure high customer satisfaction across key European markets
• ● Maintain flexible staffing and operational continuity during peak periods

SOLUTION

How did you find CCIG Group?

Referral

Why did you select CCIG Group over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost

How many teammates from CCIG Group were assigned to this project?

2-5 Employees

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

CCIG Group provides comprehensive customer support for leading fashion brands in four languages: German, English, Czech, and Polish. Services include phone, email, and live chat handling. Key deliverables:

●      Multichannel customer support (voice, email, chat)

●      Minimum C1 fluency in all supported languages

●      Culturally sensitive and brand-aligned customer communication

●      Fast onboarding and consistent service quality

RESULTS & FEEDBACK

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

●      Achieved 93.8% Answer Rate (goal: 90%)

●      Reached 85% SLA (answer in 20s) (goal: 80%)

●      Delivered 92.1% Quality Rating (goal: 85%)

●      Productivity improved from 55% to over 70% in 3 months

●      Maintained consistent delivery across languages and high-volume periods

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

CCIG Group has consistently demonstrated reliability and adaptability throughout the engagement. Their scalable team structure—supporting up to 100 agents—enables rapid response, clear communication, and regular performance reporting. Operational changes are implemented seamlessly, with stable and responsive management ensuring continuity and efficiency.

What was your primary form of communication with CCIG Group?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

Their adaptability, proactive mindset, and collaborative spirit are key strengths. Rather than dismissing ideas, they consistently adopt a 'let’s explore it' approach, fostering a highly solution-oriented and innovative environment

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

No significant issues were identified. All actions undertaken by CCIG Group were carefully planned, and despite substantial increases in volume, as well as the integration of new languages and brands, the transition was executed smoothly and with a high degree of professionalism.