Competence call center

Competence call center
legal form	GmbH
founding	July 1, 1998
Seat	Berlin , Leipzig , Vienna , Austria
management	Christian Legat, Ulf Herbrechter, Thomas Nemec
Number of employees	More than 7,500
Branch	service provider
Website	www.yourccc.com

Competence Call Center (CCC) is a European service company with headquarters in Berlin . The company employs over 7,500 people at 22 locations in 11 countries. The service provider, founded in Vienna , operates their customer hotlines on behalf of other companies. The company locations are currently in Aachen , Barcelona , Berlin (2 ×), Biel / Bienne , Brașov , Bratislava , Bucharest , Gdansk , Dortmund , Duisburg , Dresden , Essen (2 ×), Istanbul , Izmir , Leipzig , Paris , Riga , Sarajevo and Vienna.

history

In 1997 the company was founded under the name Thomas Kloibhofer Telekommunikation GmbH with 15 employees in Vienna. Since July 1, 1998, the company has been trading as Competence Call Center GmbH. The number of employees at the founding location increased to over 400. In order to better cover the German market, the first German location was opened in Berlin in 2001. This was followed by Leipzig (2007), Berlin II (2010), Dresden (2011), Essen (2013), Dortmund (2015), Duisburg (2017) and Aachen (2018).

The company also expanded internationally. The new locations in Bratislava (2006), Bucharest (2007), Istanbul (2008), Paris (2011), Essen (2013), Danzig (2014), Brasov (2014), Izmir (2015), Istanbul II (2016), Biel (2016), Duisburg (2017), Barcelona (2018), Riga (2018) and Aachen (2018) followed.

In order to help finance the company's expansion course, the private equity investor Silverfleet Capital took over the majority stake in CCC Holding from the previous owner Ardian in December 2013 . CCC founder Thomas Kloibhofer remains a shareholder.

In December 2017 (four years after taking over the Competence Call Center group CCC), the private equity company Silverfleet Capital withdrew. A sales agreement has been concluded with the Ardian Expansion IV fund managed by the investment company Ardian .

Services

CCC offers companies the following inbound services for the topics of incoming calls, outgoing voice, chats and e-mail communication, back office and social media :

Customer service

CCC covers this area with product information meetings, complaint management , contract management , warranty processing and mediation .

Technical support

In the event of technical challenges, analysis and assistance are given and, if necessary, the replacement of devices is arranged. This is done in the 1st, 2nd and 3rd level as well as in self-help support.

Invoice and reminder

This includes the processing of billing processes, including the creation of account updates, payment reminders, reminders and credit card statements.

Customer recovery

In the area of customer recovery, the CCC, in consultation with its partners, conducts recovery campaigns and churn management for customers who are at risk of churn .

Sales and acquisition

These include B. Incoming calls that have a sales background or are preparing to sell. This also includes answering product-specific questions. Both sellers and buyers are supported. The support of order hotlines is also included.

partner

The companies that use the corresponding CCC services include Payback , eBay , maxdome , Coca-Cola AT, Eurotours , Samsung , Facebook and Nespresso .

criticism

The CCC has already hit the headlines several times with regard to its major customer eBay . For example, eBay laid off employees in 2009 in order to subsequently purchase the services more cheaply through the CCC. The dismissed eBay employees were then wooed by the CCC, which pays a significantly lower wage. Furthermore, the CCC and eBay were accused of data protection violations by a former employee. a. since the call center employees can access all eBay customer data, including private messages between members. eBay replied that this practice had been approved by the Federal Network Agency and was anchored in the data protection rules accordingly. In addition, poor verification of callers when calling customers was criticized and the CCC was accused of obstructing the work of the works council .

Awards

CCC has received international awards more than 50 times for the services it offers. These include the Golden Columbus (1999–2002, 2004), the European Call Center Award (2004–2006), the World Contact Center Award (2006, 2008–2011, 2013), the Contact Center Award (2009–2012, 2015, 2016) and the Stevie Award (2011, 2013-2017). In the course of the cooperation with the partner PAYBACK , the Call Center Association Germany in Berlin presented the CCV Quality Award in 2014 for the best performance in the area of customer satisfaction.