Talking to Diego Mateos - CEO and Owner Cosmos Call Center, speaker at the 13th edition of Customer Care Conference and Expo
What services does your contact center provide? Does your contact center support multiple channels interactions?
Cosmos serves major companies in the telecommunications, banking, supermarket, government and consumer goods sectors throughout Europe and Latin America. Our most important competitive advantage is our specialization and excellence in managing foreign languages. We have been offering Customer Care, Outbound Calling, BPO and digital marketing services through channels such as telephone, email, chat, SMS & Social Media for over seven years.
What is the annualized turnover rate for your contact center representatives? During the next six months, will your contact center size grow or decline?
In 2015 Cosmos Call Center saw an increase in sales by 100% which therefore doubled our size. This year, according to contracts we have already signed, our growth is going to double once again. Consequently, we have an ambitious HR and recruitment plan that will significantly improve working conditions and bonus payments.
Additionally, last year we opened an office in Milan, and we are working on creating the same competitive advantage that we currently have but in other languages.
Please tell us more about the HR strategies regarding millennials employment?
We offer agents, in this case, millennials, language skill levels higher than the rest of the call centers in Romania. Agents are trained, supervised and recruited by local staff. They also have the opportunity to advance as well as request a transfer to our offices in Madrid, Milan and Buenos Aires.
If you want to master a language such as Spanish, Portuguese or Italian and see going abroad in your future, applying to work at Cosmos will without a doubt builds up your CV.
Which is the percent of your outsourced and remote resources and how does your organization manage their situation?
In Bucharest, we only work with European and Latin American clients. Since I began working here, over seven years ago, I have been a firm believer in the language capabilities, technology and efficiency of Romanian platforms which I consider to be extremely competitive. Clients visit us here in Romania on a monthly basis, we offer continuous development, and our management team is native, and we count on the support of the offices in the destination countries.
Our Call Center technology agreement with inConcert clearly allows us to optimize not only results and supervision but also internal and external communication with our clients.
What are the most important customer experience/interaction attributes? Does your organization’s leadership view customer experience as a competitive differentiator?
Absolutely, Cosmos is 100% commercially-oriented will all our focus going to the client\'s experience. We are very careful with our communication, each interaction our agents engage in, and monitor the results daily. When you are in our office in Bucharest you could easily be in Buenos Aires, Madrid or Milan.
Low agent turnover and a friendly atmosphere help to generate the kind of environment that is subsequently reflected in our external relationships with clients.
The agreement we have with inConcert allows us to provide through the best means possible an omnichannel experience that will benefit our users. Over the last year, we have seen a significant improvement in quality and performance.