CMSG LTD Bulgaria offers B2B and B2C Telemarketing & Customer Support Services. We design customized sales lead generation programs and help desk solutions. Our account teams thrive on business strategy, problem solving, and results . Founded in 2003, the company started off with 40
employees and in 2007 it already counted 190 young highly educated professionals. The company's ongoing comprehensive training program ensures that we consistently deliver excellent customer service. We subscribe to calling and quality -check programs to test ourselves on regular basis. We rely on the quality of the educational system, the exceptional variety and availability of language skills, and the motivation of our employees to grow and develop. We address both the off-shore and the local markets, where we provide an array of services ranging from customer care, customer feed-back/satisfaction, "reminder calls" to technical assistance. We operate in English (or other languages upon request). We use manpower expertise, best practices and analytics to enhance the performance of your business. Our processes are evolving to adapt to our customers specifics. We have a proven track record of creating value for our customers using our expertise in industries such as retail, telecommunication andfinancial services. Our investments in our people make us different from our competitors. Our strategy is to develop our network of contact centers in the region in order to address the needs of our customers regarding both language skills and production capacity.
We have experienced an exponential growth since our company was set up in 2003. CMSG LTD has a young, dynamic and highly motivated team of Operators, Supervisors and Managers and we can provide a 24/7 multilingual support for our corporate customers. The management team combines the rich managing experience in the field of telecommunications with the innovative approach and professionalism of young and well educated specialists.
COMPLETE RANGE OF CALL CENTER SERVICES
CMSG's successful presence in the market is based on its contact centre's efficient organization through which it handles inbound and outbound calls adapting to all needs. A dedicated, highly specialized team of agents adequately supervised, supports customer's needs. The call centre's organization is flexible, allowing the company to adapt to any specific customer requirement. Communication scripts as well as policy, manner, and style of communication/approach are all parametersthat are set during the initial meetings between the Company and the Customer and are explicitly expressed in the "Terms of co-operation" Framework.
Reference information servicing. Disposing of all the available information concerning the products and services provided by your company.
Emergency Calls-Processing of a "hotline". Temporary (only during campaigns) or permanent lines with 24/7 processing of the calls.
Providing assistance for distribution network calls. Receiving the orders from distributors and preparation of a summary of the requests. Receiving orders from end-users and transferring them to the distributors
Promotions-Helping existing clients with details about existing promotions (Set-up call and/or meeting with Agent).
Human Resources--Managing services in the field of selection of job candidates. Processing the inbound calls from prospective candidates.
Technical help desk support-With your help we could train our employees in knowing everything there is to know about your Business and assisting your clients with any problems they may encounter.
Welcome Calls- Greeting your new Clients and thanking them on your behalf for coming on board. This would be a great time to ask them if they need any additional information or support.
Telephone interviews, surveys over the phone, telephone inquiries. We have at our disposal both the technological and personnel resources needed to conduct telephone interviews assigned by your side in the shortestterms and at competitive prices.
Research-Examining the public opinion, studying the degree of satisfaction of the end-customers of companies, marketing studies and demographic profiles.
Satisfaction/Feed-Back Calls-Telemarketing- Examining the opinion of the customers about the products and services provided by your firm, the quality of the servicing, the quality of the goods or services.
Promotions- Conducting promotional campaigns over the phone. Handling promotional campaigns (Announcing Promotion, Set-up call and/or meeting with Agent).
Confirmation -Calls for confirmation of the participation of the customers/employees in events organized by your company. (reservations, organization of trips, visits, team-building, parties)
Human Resource -Managing services in the field of selection of job candidates. Conducting outbound calls toward approved candidates or the execution of preliminary formal selection.
Reminder calls. Reminder about participation in events, advertising, appointments, bills, renewal of the contract/subscription, overdue bills.
Financial Services: Telemarketing and Debt Management (Collections) Loan/Card Application Processing Services
Other Specialized services (Direct Sales & Promotion of Financial Products, Instant Credit etc)
Information Technology IT Support is comprised of experts specialized in VOIP Technology. The administrator also supports the Company's systems and network's daily operation.
The telephone communication in Sofia Office is enabled by two PRI lines and 64 PSTN Lines (a total of 94 Lines). In Blagoevgrad Office we had a PRI line which served the interconnection between the offices (Sofia-Blagoevgrad) and 48 PSTN Lines( a total of 48 Lines) which are now available in Sofia. The PRI line in Sofia offers the possibility of having different sub numbers, which can be dedicated to different clients. Also, a Broadband Internet Connection is available which assures fast internet access on 24/7 basis. We are using 2 Internet Providers (BTK and Eurokom) and 4 different VOIP Providers.