In the outsourcing and call-center market in Romania there are many options, but Optima Solutions Services (in short „Optima”) differentiates itself through a number of elements that go beyond the simple „we take calls”. Based on what the company communicates on the web - especially on Instagram and Facebook - we can get a clear picture of what makes Optima special.

1. A visible culture-of-choice

On Instagram, Optima frequently posts images and clips from the life of the company: anniversaries („13 years in business”), team-building moments or interactive recruitment. These posts indicate that the company emphasizes motivating the team, building a positive work environment, not just metrics or percentages.

For example:

This type of communication conveys that employees matter - which indirectly creates added value for the customer: a motivated team, not just a bunch of people “answering the phone”.

2. Total customer experience approach

A typical call center focuses on handling calls and resolving standard requests. Optima, however, offers integrated contact center solutions that include multi-channel support (voice, email, chat, social media), performance analytics, and automation through RPA and AI technologies. Thus, the focus falls not just on „taking calls”, but on optimizing the customer experience and improving partners' business metrics.

Key elements:

All of this points to a more „strategic” level of service: partnering for customer experience, not just call-taking.

3. Focus on quality and performance

While in traditional call centers the focus is on volume (number of calls answered), in Optima the priority is the quality of the interaction. Indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT) or First Call Resolution (FCR) are carefully monitored and optimized.

With this approach, the company is able to deliver tangible results for its partners - higher conversion rates, increased loyalty and reduced support costs.

Posts such as „Behind every call is a smile” or „A successful conversation starts with empathy” emphasize the Optima philosophy - focus on the human relationship, not just the process.

Example from Facebook:

Campaigns with messages such as „#CallForExcellence - for us excellence means more than performance, it means caring for every customer” or „Our team makes the difference through attitude and professionalism”.

These clearly show that the company promotes high standards of interaction as an element of identity.

What sets Optima Solutions Services apart from your average call center is the perfect balance of people, process and technology. It is a company that understands that the customer relationship is not just a phone call, but a complete experience - personalized, efficient and human.