Our business centre in Romania is equipped with cutting-edge technology and qualified agents, able to support the client in all their outsourcing needs.
Multi-lingual agents
XL World employs 450 qualified multilingual agents who have excellent mastery of the main European languages: English, French, German, Spanish, Italian, Hungarian, Romanian and Russian. A few more languages may be available on request.
Highly professional agents
All agents are highly educated and have a low turn-over rate. It is also possible to provide agents who have advanced skills in software development, technical product sales, etc.
State of the art infrastructure
All business centres are equipped with state-of-the-art infrastructure and cutting-edge technologies: Call Centre Management Software, CTI systems functioning with Voice-Over Internet Protocol (VOIP), Application Sharing and Videoconference systems, etc. The call centre is fitted out with high-speed fibre optic connections and international SDH E3 (34Mbps) link.
Inbound campaign management
Our call centre can manage toll free numbers within most European countries’ networks. An Automatic Call Distribution (ACD) system allows you to locate the best agent for skill/availability based on the number called, the caller, and the choices placed from the interactive voice menu.
Outbound campaign management
Our call centre management applications are developed and maintained internally which gives us the opportunity of customizing these tools according to our clients’ needs. Features such as: automatic dialling, recall management, online agenda, real time reporting help us deliver high quality services and also provide clients with valuable information on the campaign operations.
Monitoring of activities
Clients can monitor the performance of the campaign through Real-Time Reporting, Call Recording and Remote Listening. Our reporting systems allow clients to see statistics on number of calls, agents, appointments, contracts, etc. with a click. Reports can be displayed on screen, printed or exported to applications such as Excel or another agreed format. Call Recording and Remote Listening provide our team leaders as well as our clients with the necessary tools to check and improve results.
Training of agents
For us training plays a major role in call centre process optimization. Accordingly, we use the most efficient tools to prepare our agents, from video conference and application sharing systems to effective coaching. Agents can be supported by a client’s supervisor who can monitor the calls and suggest script improvements.
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