CCIG Group

BACKGROUND

Please describe your company and position.

I am a department manager at PLL LOT

Describe what your company does in a single sentence.

LOT Polish Airlines is the national carrier of Poland, providing domestic and international air transport services, connecting passengers from Central and Eastern Europe with the rest of the world.

OPPORTUNITY / CHALLENGE

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

• Reduce excessive waiting times during seasonal traffic peaks
• Improve customer satisfaction scores
• Extend service coverage to a 24/7 model
• Implement sales skills into the customer service team
• Provide multilingual support

SOLUTION

How did you find CCIG Group?

Online Search

Why did you select CCIG Group over others?

• Pricing fit our budget
• Good value for cost

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

97

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

CCIG Group provided comprehensive 24/7 customer service for LOT Polish Airlines, taking over full responsibility for one of our key support lines. Key responsibilities included answering passenger inquiries related to bookings, changes, cancellations, baggage, and flight status, resolving issues within the first contact whenever possible, escalating complex cases based on predefined procedures, supporting ticket sales and offering additional services. Key deliverables included full voice and written support, live call handling, sales assistance, chatbot content maintenance, daily agent supervision, and ongoing training. They provided 24/7/365 service coverage, full takeover of one customer support line, KPI-compliant performance, trained multilingual team, active support in sales processes and upselling efforts.

● Call answer rate: 94.8% (target: 85%)

● Call abandonment rate: 1.85% (target: 2%)

● Customer satisfaction score: 4.6/5 (target: 4.0)

● Quality rating: 96% (target: 93%)

● Average call wait time: 1 minute (6x improvement from baseline >9 minutes)

RESULTS & FEEDBACK

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

● Call answer rate: 94.8% (target: 85%)

● Call abandonment rate: 1.85% (target: 2%)

● Customer satisfaction score: 4.6/5 (target: 4.0)

● Quality rating: 96% (target: 93%)

● Average call wait time: 1 minute (6x improvement from baseline >9 minutes)

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

CCIG Group team of 97 agents, supported by 5 team leaders and 2 QA specialists, handled 8,970 working hours per month. CCIG managed 100% of the traffic on one of our key lines, operating 24/7/365. CCIG demonstrated excellent project management. A dedicated team from both sides ensured daily operational alignment, including 24/7 supervision and rapid issue resolution. Reporting was consistent and action-oriented, with weekly performance reviews and clear tracking of KPIs.

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 scalability and operational flexibility of CCIG stood out. Within a year, they tripled their service volume, added 24/7 coverage, and successfully integrated sales support into their process. Their strong motivational system and structured agent development, made them a true extension of our internal team.

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

While their overall performance was excellent, there’s room to improve consistency in language tone (e.g. reducing colloquial expressions), ensuring more frequent redirection to satisfaction surveys, and refining product presentation during calls. We plan to expand written communication capabilities and increase agent autonomy to further enhance the effectiveness of the operation.

BACKGROUND

Please describe your company and position.

I am the Process Optimization Manager of an e-commerce company.

Describe what your company does in a single sentence.

My company provides goods and services.

OPPORTUNITY / CHALLENGE

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

• To increase SL.
• To increase FCR.

SOLUTION

How did you find CCIG Group?

Online Search

Why did you select CCIG Group over others?

• High ratings
• Good value for cost

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

40+

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

Providing operators to maintain a high SL level, and therefore the highest level of customer service quality. This support also relieved the specialists who could address specific customer cases.

RESULTS & FEEDBACK

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

SL

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

A very flexible approach to the project and an almost immediate response to reported needs.

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?

Their level of training, the independence of operators, and the response time to reported needs impressed us.

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

Perhaps a resource management platform, including attendance checking, would facilitate collaboration.

BACKGROUND

Please describe your company and position.

I am the eRTM Manager of The Magnum ICC Poland

Describe what your company does in a single sentence.

The company specializes in the retail distribution of ice cream through outlets equipped with dedicated freezers, including local shops, gas stations, and restaurants, while also providing hotline support for business partners and assistance for field representatives in managing product placement.

OPPORTUNITY / CHALLENGE

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

• Ensuring continuity of ice cream supply across retail outlets
• Managing and monitoring the ordering systems on an ongoing basis
• Providing telephone support for orders, equipment failures, and operational issues
• Verifying the status of sales points and equipment (freezers, tablets)
• Delivering comprehensive communication with business partners
• Effectively managing and achieving sales targets
• Maintaining a high level of customer satisfaction

SOLUTION

How did you find CCIG Group?

Referral

Why did you select CCIG Group over others?

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

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.

The scope of services covers the comprehensive stocking of retail outlets (PUP, petrol stations) in linewith schedules and ongoing needs. As part of the project, CCIG manages ordering systems (EDInet, OneMobile, Deliverect), which includes both processing and monitoring orders placed by retail points and restaurants.
An essential element of the cooperation is the operation of the hotline and outbound campaigns,providing support to restaurants and smaller shops between 8:00–16:00, and to petrol stations between 9:00–17:00. In addition, weekend activities include verifying the functionality of customer ordering tablets for at least one hour per day, ensuring the continuity and availability of the sales channel.
The team also provides operational support in the event of technical failures, inquiries related to the ordering process, and ongoing communication with business partners. A key part of the operations is monitoring equipment, including freezers and tablets, and responding quickly to reported issues. This approach enables uninterrupted operational processes and effective management of all sales channels.

RESULTS & FEEDBACK

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

Stabilized operations of the Info Petrole hotline, resulting in faster response times and
higher-quality answers

• More effective monitoring of delivery tablets in restaurants, leading to increased availability of

sales channels
Maintained continuity of product supply during peak seasons with minimized stock shortages
at retail points

• Achieved 100% answer rate and handling of inbound calls

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

The collaboration has been very successful. Assigned tasks are consistently delivered on time, in accordance with the agreed schedule. The team demonstrates a high level of responsiveness - any additional matters or requests raised during the course of the project are addressed promptly and with professionalism.

What was your primary form of communication with CCIG Group?

In-Person Meeting

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

What I find most impressive and unique about this company is the speed of execution combined with a highly professional approach to delivering assigned tasks. The team consistently demonstrates efficiency and reliability, ensuring that all responsibilities are carried out with precision and attention to detail.

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

One potential area for improvement lies in further engaging telephone consultants in the tasks entrusted to them, as well as in the continuous development of their competencies. Strengthening these aspects could contribute to even greater effectiveness and quality in project execution.

BACKGROUND

Please describe your company and position.

I am a Product Owner at E-Kiosk SA

Describe what your company does in a single sentence.

The company is a market leader in the distribution of digital press, e-books, and audiobooks.

OPPORTUNITY / CHALLENGE

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

• Upselling subscriptions for a leading digital newspaper
• Providing customer service support for an online accounting tool

SOLUTION

How did you find CCIG Group?

Online Search

Why did you select CCIG Group over others?

• Pricing fit our budget
• Good value for cost
• Referred to me

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

Variable

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

CCIG is responsible for providing comprehensive customer service for users of the online accounting tool. The team assists clients with purchasing and selecting the software, resolves technical issues, and coordinates with internal support departments whenever additional assistance is required.

RESULTS & FEEDBACK

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

Upselling subscriptions 

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

Their project management was well-organized, and all items were delivered on time. They were responsive to my needs and provided good support throughout.

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?

I was most impressed by their professionalism and attention to detail. They consistently demonstrated a strong commitment to quality and client satisfaction.

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

Overall, I was satisfied with their work, and I did not notice any major areas for improvement. Everything was handled smoothly and professionally.

BACKGROUND

Please describe your company and position.

 I am the Customer Journey Manager of an automotive company.

Describe what your company does in a single sentence.

The company is a global leader in the automotive industry, creating mobility solutions inspired by people, driven by innovation, and tailored to the needs of every customer.

OPPORTUNITY / CHALLENGE

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

• Operating a Customer Service Center for individual brands including Audi, Volkswagen Passenger Cars, Škoda, SEAT, Cupra, and Volkswagen Commercial Vehicles (via phone and email channels)
• Verifying and confirming customer inquiries regarding offers, test drives, and service appointments, and forwarding them to the appropriate dealerships or service centers
• Maintaining high service quality and strong customer relationships, while improving customer satisfaction metrics

SOLUTION

How did you find CCIG Group?

• Online Search
• Referral

Why did you select CCIG Group over others?

Good value for cost

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

55

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

Key responsibilities included managing the Customer Information Center (hotline) via phone and email. The team handled inquiries related to complaints, technical issues, sales questions, and urgent cases by guiding customers to the appropriate point of assistance. Complex cases were escalated according to predefined procedures. The scope also covered sales support, such as engaging with customers interested in receiving a new vehicle offer or booking a test drive. Consultants assisted clients whose financing was ending by coordinating with dealerships, preparing preliminary configurations, and drafting initial offers. Additional tasks included executing follow-up processes to verify dealer actions (contact with the customer, preparation of offers, customer satisfaction with dealer interactions), as well as conducting customer satisfaction surveys. The project was supported by full IT infrastructure, including development, voice, data warehouse, and system integration.

RESULTS & FEEDBACK

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

●      Call answer rate of 96.01% (target: 95%)

●      Calls answered within 20 seconds at 90.66% (target: 90%)

●      Leads handled within 2 hours at 95.70% (target: 90%)

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

CCIG Group demonstrates particular attention to the quality of services provided, ensuring continuous monitoring of consultant performance, comprehensive training programs, and professional legal support to guarantee full compliance with applicable regulations.

They strictly adhere to deadlines, which allows us to maintain operational continuity and achieve business objectives on schedule. Collaboration with the management team is characterized by strong engagement, a partnership-oriented mindset, and openness to change, all of which contribute to higher efficiency in project execution.

Additionally, CCIG provides IT support based on modern and reliable solutions, ensuring process stability and uninterrupted operations. For us, CCIG is not only a service provider but a strategic partner we can fully rely on.

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?

The most impressive aspect of working with CCIG is their individual and flexible approach to changing conditions, combined with a full readiness to introduce improvements. Drawing on their extensive experience in managing diverse projects, CCIG is also capable of developing customized IT solutions from scratch to meet the needs of specific processes

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

One area for improvement would be further standardizing the quality of conversations in the resignation process so that the evaluation of this area matches the consistently high results achieved elsewhere.

BACKGROUND

Please describe your company and position.

I am the Manager Contact Center of a recreation company 

Describe what your company does in a single sentence.

Great greek holiday for You

OPPORTUNITY / CHALLENGE

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

• customer service hotline
• average waiting time
• abandoned calls

SOLUTION

How did you find CCIG Group?

Referral

Why did you select CCIG Group over others?

• High ratings
• Great culture fit
• Good value for cost
• Referred to me

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.

customer service outsourcing / all required KPI were achieved

RESULTS & FEEDBACK

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

X,  everything was and is being implemented correctly.

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

yes

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?

a perfect balance between professionalism and a unique approach to the client

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

I don't find it

BACKGROUND

Please describe your company and position.

I am a lawyer at Follow Tax&Accounting

Describe what your company does in a single sentence.

Follow Tax&Accounting is a boutique accounting office specializing in modern accounting consulting for sole proprietorships and small and medium-sized companies across the European Union.

OPPORTUNITY / CHALLENGE

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

• Handle first contact with new leads generated through website and digital ads campaigns.
• Maintain communication with leads through follow-ups and chat support.
• Present Follow Tax&Accounting’s services in a compelling and clear manner.
• Qualify potential clients and ensure they understand our pricing and timelines.
• Transfer qualified leads to our experts for final consultation and sale.

SOLUTION

How did you find CCIG Group?

Online Search

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?

2-5 Employees

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

CCIG Group managed approx. 1000 hours of sales support per month, engaging with 2000–3000 monthly leads. Their team was responsible for initial outreach by phone, email and chat conducting discovery conversations to understand client needs, explaining our service offering, and ensuring clarity around pricing and timelines. CCIG Group also provided IT support: delivered integration with our CRM and implemented a live chat solution on our website and provided daily operation of it. Key deliverables included: setup and ongoing management of live chat, creation of sales scripts and response protocols, CRM updates with interaction summaries (e.g. call logs, lead status), lead handover / appointment scheduling for accounting and tax consultations, performance and activity reports / KPIs tracking (contact rate, qualification rate, chat response time).

RESULTS & FEEDBACK

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

Over 8000 leads processed over four months
53% of contacted leads were successfully qualified
8% of qualified leads converted to clients
Reduced average response time for new inquiries from 12 hours to under 2 hours

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

CCIG Group assigned a dedicated Project Manager who acted as our main point of contact, coordinating all daily operations. A Team Leader supervised the sales consultants, monitored performance metrics, and handled quality assurance. Regular status meetings were conducted to review KPIs, address any issues, and implement improvements. Respond to feedback was usually within 24 hours. 

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?

What stood out most was the flexibility and scalability of CCIG Group’s services. They quickly adapted the number of consultants assigned to our project based on weekly lead volume, ensuring consistent response time. Midway through the project, they efficiently added support in English and German to accommodate our growing international client base, without requiring any downtime.

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

Overall, the collaboration went smoothly and met our expectations. The CRM integration and live chat operated effectively, and the CCIG team responded in a timely and professional manner.