CCIG Group

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.