Solutions
Outsourcing
These benefits can vary depending on the specifics of the business and how the outsourcing process is managed.
Experience and Talent
Highly educated workforce with skills in various fields. Specialised expertise in IT, finance, customer service and more.
Scalability
Easy scalability according to business needs. Manage busy seasons or fluctuations without resorting to a permanent increase in manpower.
Quality of services
Compliance with international quality standards and regulations. Reputation for providing high quality services.
Cost Efficiency
Access to skilled labour at competitive rates. Minimise costs associated with infrastructure, utilities and employee benefits.
Data Security and Compliance
Strict data protection regulations. Commitment to data security and compliance with international standards.
Focus on Core Competences
Allocate resources to strategic business functions instead of regular tasks.
What solutions do we offer?
What do we do?
We improve our clients' results through high quality, customized and innovative solutions.
We aim to be the preferred long-term partner for organisations looking to grow fast using the most innovative technologies. Our foundation is based on four key objectives: happy customers, quality, results and a happy team.
- We add value;
- We manage databases with millions of customers;
- We demonstrate quality interactions and customer satisfaction;
- Customized services to meet the unique needs and goals of your business;
- Support and maintenance for all processes...
Contact Center
Telephone sales
Sales is an art and our team has developed its own method. Our goal is to get valuable information from customers while closing as many sales as possible.
- generate and close leads
- we handle the sales process from A-Z, including paperless 100%
- we renew the relationship with customers, we make them loyal, we convince them of the extra benefits of the existing package
- increase average profit per customer
Telemarketing
Your brand image and business objectives are our priority. We use the latest tools and technologies in a streamlined workflow.
- we create awareness campaigns
- get feedback for your products/services
- we start and we deal with promotions
- we do research and complex market studies by phone calls
Offshoring
Romania is one of the most sought-after European markets for offshoring and is just a few hours' flight from the continent's major business centres. We offer fantastic language skills, top IT specialists and an extensive team that has learned European cultural nuances through intensive training. We are ready for any challenge!
Career potential - over 145,000 college graduates annually
Multilingualism - lots of English, Italian, German, Spanish and Russian speakers
IT investments - an ideal place for new investment in IT and outsourcing
Market studies
Market research collects data about a target market, such as pricing trends, customer requirements or competitor analysis.
- we collect customer feedback
- improve customer satisfaction and loyalty
- We quantify consumer perceptions, behaviours and attitudes in the most informative way possible.
Home sales
Door-to-door selling is a skill that needs to be acquired and takes time to put into practice successfully.
- we know your product/service very well.
- understand how to overcome consumer fears
Lead generation
Maximize the process of identifying potential customers for the customer's products or services and generating new leads.
- we deliver the right content marketing strategy at the right time
- build brand identity, using social media tools, for top funnel consumers
- create email campaigns to educate and inform client subscribers
- we use SEO to bring relevant people to the site
- identify the best opportunities for lead generation
Customer Support
We process all consumer interactions in a large number of languages.
- reduce software/stocking errors due to process automation (CRM, CTI and IVR)
- we take calls and redirect customers to the appropriate departments
- we customise and adapt services to demand
- we provide help and support for our customers' products/services (Info Desk and Help Desk)
- we document and resolve problems that are raised by phone and online
Technical Support
We provide technical support on demand to increase customer satisfaction
- ensure continuous monitoring of systems and programmes
- evaluate hardware and software errors
- solve technical problems of customers by phone
- we offer user training for customers
Customer satisfaction studies
Do you know how satisfied your customers are with your services/products and what their overall experience is with your company?
- measure customer satisfaction with your product/service.
- We provide you with feedback from your consumers that you can then apply to improve your customers' experience with your products and services.
- we discover the needs, concerns and worries of your customers.
Retention
Optima will proactively contact consumers whose contracts are due to expire and can be renewed.
Moreover, we are expanding the relationship between the company and consumers.
We also handle termination requests with special care, offering our customers and their consumers the best deals.
Our team is made up of well-trained professionals who combine negotiation techniques with the power to make the best decisions of the moment. These skills will ensure a balance between customer loyalty and maximizing revenue for the company.
Training
We offer courses and qualifications to improve clients' knowledge and skills.
- teach them various skills through training sessions
- help them use their knowledge and skills to their full potential in coaching or business coaching sessions
Training
We offer training to improve knowledge and skills in a digitally adapted environment.
Through our interactive training sessions, we aim not only to provide information, but to facilitate the acquisition of essential skills in the digital age. We don't just stop at imparting knowledge; we provide support for applying it to its full potential.
Consulting
Our experience and knowledge will help you with answers on the following topics:
Reducing costs - How can I reduce costs on certain processes while improving the consumer experience?
Tracking results - How do I know if a campaign has been successful?
Target audience - How can I find out what my consumers want?
Presentation of packages - How do my customers value the way I provide them with services/products?
Post-sale analysis - Are my customers happy with my services/products? Why are some of them switching to another brand?
Retanning solutions
We are dedicated to finding the best professionals to strengthen your team and achieve your business goals.
With a project-specific approach combined with advanced technology and recruitment expertise, we offer efficient and cost-effective solutions to meet your staffing requirements and ensure your long-term success.
Process optimization
We specialise in process optimisation to help you increase efficiency and maximise your results.
With our extensive expertise and customised approach, we analyse and identify weaknesses in your current processes and offer innovative solutions to improve them. From automating routines to streamlining workflows and implementing advanced technologies, we're here to guide you on your journey to operational excellence.
Audit
We analyse your current business situation and give you the best advice from our experts.
- we review objectives and monitor progress
- we provide you with relevant information and recommendations based on analysis
- make sure the overall direction of a campaign is right
Custom CRM solutions
We'll personalize the way you interact with your company's current and future customers.
- understand the business strategy
- we establish the consumer pathway to the product/service
- we store all relevant information about them
- we modify the entered data continuously, according to conclusions and objectives
Process automation/RPA
Robotic Process Automation (RPA) offers a wide range of services and benefits across different industries and organisations. Here are some of the main services offered by RPA:
- Automation of repetitive processes
- Systems integration
- Business process optimisation
- Document management
- Generating reports and analyses
- Automation of financial services
- Customer service support
- Compliance and audit
- Rapid deployment and scalability
Optima Success
Calls per day
Years of experience
Professionals
Delivery plan Contact Center solutions
Interview and Requirements Analysis
- Identifying specific company needs
- Interviews with key teams to understand current processes
- Assessment of call volume and types of requests
Assessment of Current Infrastructure
- Analysis of existing contact centre technologies
- Identifying and assessing integration with other systems
Defining the System Architecture
- Designing the necessary software and hardware architecture
- Identification of critical points and workarounds
Selecting Technologies and Platforms
- Evaluation and selection of contact centre software
- Choosing the right hardware platforms for your system requirements
Budget and Resource Planning
- Estimated costs for implementation
- Allocation of the necessary human and material resources
System Installation and Configuration
- Hardware and software implementation
- Configuring the system according to specific company requirements
Testing and Optimisation
- Performing functional and non-functional tests
- Optimising system performance and efficiency
Training and Documentation
- Provide training for staff who will use the system
- Development of supporting documentation and user guides
Launch and Initial Monitoring
- Official launch of the system in production
- Initial performance monitoring and immediate problem solving
Continuous Optimisation and Updates
- Collection and analysis of user feedback
- Implementation of updates and continuous improvements according to the needs of the organisation
Technical Assistance and Maintenance
- Providing continuous technical support
- Regular scheduling and carrying out of preventive maintenance activities
- Performance Assessment and Reporting
- Analysis of the performance of the system in relation to the objectives set
- Generate regular reports for continuous monitoring and evaluation of effectiveness
This delivery plan is flexible and can be adapted to the specific needs of the company and the particularities of the project. It is essential to maintain close communication with the implementation team and stakeholders to ensure the success of the contact centre solution implementation project.
Contact Center Advantages & Challenges
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