Premium Contact is an organisation created as a joint project of enthusiasts and experts in the call/contact center industry, which creates a friendly customer experience and Customer Service Offices. We have been on the market for almost 10 years and for over 20 in the cc industry. As an organisation, we develop the idea of perfect customer service and testing new models of effective sales for the benefit of our customers, using many years of know-how and constantly acquired and updated knowledge about new market trends.
We are constantly changing for the better to meet the premium needs of our customers. In this way, D&L CC underwent rebranding, becoming Premium Contact.
With passion and commitment, we create solutions that support our clients' business.
We become part of their strategy and a partner whose goal is common success.
We take over the processes related to acquiring, servicing and retaining clients with full responsibility, knowing how important contact with its recipients is for every company.
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We provide comprehensive customer service in incoming traffic, supporting all processes and communication channels of a modern, premium contact center. We specialize in professional customer service by implementing the following processes:
Hotlines/Customer Service Offices
Medical registration, telemedicine
Complaints, help desk
Debt collection
Back-office support processes
Social Media
Multilingual Customer Service
We are clients of the largest partners, supporting them in the first or second service line. Multitasking is our middle name, right after premium quality. We understand the needs of modern customers and the need to build their positive customer experience. We work on the insights of our clients. We have changed. We follow the needs of our clients and build their customer journey. This approach is a level higher than just applying customer service standards. It is work based on a holistic approach and capturing the client's perspective in everyday work.
Our consultants are also experts in handling projects via social media. When serving customers, we apply numerous service standards adapted to this contact channel. We understand service differences and we are able to animate communication. We know what human touch is and how to use it in social media communication.
Our Contact Center is not only modern and multitasking, but also multilingual. We will develop a customer service office for European markets for your company. A team of qualified consultants will serve your foreign customers in their native language according to the highest standards, which will affect the positive user experience.
We offer the creation of an international contact center within the entire back office - from scratch. We run multilingual projects in many languages, such as: English, German, Italian, Czech, Slovak, Hungarian. Our employees understand cultural differences, receive training and are highly rated by the clients they talk to.
We run a modern Contact Center with an emphasis on the comprehensive use of each communication channel of your company with the client. In customer service, we focus on: social media, Chatbots, e-mail, telephone. We are where your client is. We care about the highest level of user experience with your brand.
As specialists in our field, we will develop and create a systemic, modern and multi-level Contact Center service that will affect the recognition of your brand.
We are experts in running sales projects in the outbound and inbound model. As an organization, we understand the need to maximize the effectiveness and efficiency of commercial activities. What distinguishes us on the market is the departure from acquisition sales and the transition to relational sales. This is a higher level of premium sales, which is based on modern customer expectations.
The acquisition spoiled the market and we can be just as effective in a different relationship sales model. Importantly, customers trust us because they appreciate the relational and advisory workshop of Telephone Consultants. We know that acquiring a customer is the first stage of his customer journey with the organization of the Ordering Customer.
As part of our sales campaigns, we handle the following processes:
We like and do a lot of marketing research. We are characterized by quality, accuracy and research reliability. Our employees are trained in survey techniques, as well as psychology, typology and customer personality, which affect the conduct of survey conversations. Our sociologists teach them how to ask questions properly, as well as research reliability and quality. We know what psychological mechanisms and heuristics accompany clients during conversations. Thanks to this, the research is conducted professionally and we, as an organization, are sure that this service is premium and fully professional. We do not seat random people to carry out surveys. We have a specific competence profile of an employee of the Survey Research Force Department.
We usually conduct the following tests:
• CATI Surveys
• Mystery Call
• Customer satisfaction and involvement
Our research team includes many experts who recommend effective survey questionnaires to our clients. We work by measuring customer satisfaction indicators such as CSAT, NPS and CES. Each project ends with a very substantive and 'calorific' report with process, management and organisational recommendations.
Are you looking for consultancy in the area of call / contact center? Are you interested in improving service processes in the customer survice unit, would you like to build customer service standards or verify them, or maybe you are interested in increasing sales effectiveness, building a professional conversation script, KPI matrix, reporting formats, or are you looking for effective analytical tools, or do you want advice on ICT issues. If so, our Consultants, Managers, Auditors, Engineers, Roboticists are open to consulting projects and point-based consulting support.
In these projects, we cooperate with an experienced team of CCTRAINING Szkolenia & Doradztwo consultants, who guarantee reliability and project knowledge validated in numerous projects. Thanks to this cooperation, the final products of the projects are fully prepared for organizational implementation.
We are premium in every aspect: understanding the needs of modern customers, perceiving project management, process implementation and the very quality of work with our commissioning and customers. Every aspect of the design, including the mental one, is premium. I am not looking for the cheapest solutions, because we do not want to save on quality. We remember quality longer than price, which is in line with the new expectations of modern customers.
We work on the insights of our clients.
We have changed. We follow the needs of our clients and build their customer journey. This approach is a level higher than just applying customer service standards. It is work based on a holistic approach and capturing the client's perspective in everyday work.
Compared to most typical contact centers, we are distinguished by a new model of creating campaigns in premium quality. We introduced the concept: integration of tools supporting communication in call center campaigns to a higher level. To this end, we have started cooperation with partners who provide services related to marketing and image activities, as well as substantive support and training.
Thanks to this, our proposals are comprehensive and unconventional, which gives them a premium position in every aspect of project implementation.
For years, we have been carrying out projects for many industries, which allows us to constantly develop and look at customer processes holistically. So far, we have worked in such industries as: technology, IT, insurance, finance, publishing, energy, television and media, telecommunications, automotive, electronics, FMCG
Selected brands for which we have implemented projects related to sales, customer service and Service Desk over the last few years:
Our team consists of Consultants, Managers and Trainers specialising in the call/contact center industry. Their passion is the customer environment. And they build their strength by drawing on numerous design experiences and a strong knowledge and academic foundation.
The projects are dedicated to employees who have already worked on a daily basis serving customers on consumer lines as well as service and sales campaigns. Each employee has developed the following competencies: customer-oriented/pro-customer attitude, pro-sales attitude/target-oriented, open attitude/empathy, effective communication and relationship building, dealing with difficult situations, task-oriented and effective. They also have extensive service and sales experience in the implementation of many service and sales projects. Each of them also learns quickly and presents premium quality.
Employees of Multilingual projects speak foreign languages at an advanced level.
All employees are acquired in accordance with the internal recruitment and selection procedure for human resources. Each position has a separate competency and position profile prepared. Which allows for effective selection processes.
The HR Manager Call/Contact Center supervises the reliability and friendly recruitment process. New employees are covered by the on-boarding process, which begins their exciting employee journey with our Premium Contact organization. In this way, trained, motivated and integrated, they start working under the care of Trainers and Managers.
Premium Contact is an organisation created as a joint project of enthusiasts and experts in the call/contact center industry, which creates a friendly customer experience and Customer Service Offices. We have been on the market for almost 10 years and for over 20 in the cc industry. As an organisation, we develop the idea of perfect customer service and testing new models of effective sales for the benefit of our customers, using many years of know-how and constantly acquired and updated knowledge about new market trends.
We are constantly changing for the better to meet the premium needs of our customers. In this way, D&L CC underwent rebranding, becoming Premium Contact.
With passion and commitment, we create solutions that support our clients' business.
We become part of their strategy and a partner whose goal is common success.
We take over the processes related to acquiring, servicing and retaining clients with full responsibility, knowing how important contact with its recipients is for every company.
We are part of the projects, we respect the rules and take full responsibility for them.
We build a climate of trust and partnership. We adhere to the principle of Non - violence in work and relationships.
We have premium quality in our DNA! It translates into all aspects of projects: people, processes, procedures, technology.
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We are open to the world. Corporate social responsibility is close to us. Thanks to this, we are a member and supporting partner of the Polish Marketing Association SMB, with whom we implement joint projects that are in line with our organisational values.
We actively participate in the activities of the Association, analyzing the current situation in the industry and looking for new solutions for its development. Being in contact with other companies in the industry, we have the opportunity to exchange experiences and gain knowledge about current market trends.
