International Call Centre Day! A unique celebration!

Today, 24 July, we celebrate International Call Centre Day. This day reminds us that the operator profession is a key link between companies and their customers. It was first introduced by the International Association of Call Centres (IACC) in 2011.

Today’s date is no coincidence. It is a symbol. The 24/7 numbers emphasize the continuous availability of call center staff to our clients, 24 hours a day, 7 days a week. It reminds us that the operator profession is a key link between companies and their customers.

At CreditCall, one of the largest providers of call centre services in Slovakia, we offer several types of services for our clients, including customer service lines for e-shops, banks, insurance companies, energy companies, telecommunication companies and various other institutions. We also provide telesales services for these companies – active selling of services over the phone and telephone market research. We have 170 employees working in our offices across the country. Call centres are also an important tool for gathering information in public opinion polls.

Did you know that in 2023 alone, our operators dialed nearly 3 million outbound calls and handled more than 502,000 handled calls?

In the past, we have proudly partnered with the National Center for Health Information and currently provide assistance to refugees from Ukraine. In doing so, we are helping where the need is greatest. In addition, our operators conduct more than 100 surveys annually, providing valuable data to further advance our clients.

What is the perception of call centres by the general public?

Nowadays, it is often associated with negative stereotypes that are mostly not based on truth, such as:

• Harassment: many people perceive call centers as overly aggressive or intrusive, with sales representatives who are pushy and unwilling to take no for an answer.
• Invasion of privacy: the idea that personal data is collected and used for marketing purposes without consent can be disturbing to many individuals.
• Poor customer service: call centres are often perceived as a necessary evil with long waiting times, poor communication and unhelpful representatives.

On the other hand, call centres are also perceived as – and that’ s what we pride ourselves on at CreditCall:

• Convenient: call centres offer an easy way to reach the company and get help or solve problems.
• Efficient: thanks to advances in technology, call centres can quickly route calls to the right agent and provide effective solutions.
• Cost-effective: call centres can be a cost-effective way for companies to handle high volumes of customer enquiries and support requests.
• Transparent: Call centres should clearly communicate their intentions and the purpose of the call and obtain explicit consent from customers before collecting any personal information.
• Data protection: call centres should ensure that all data collected is properly stored, secured and protected from unauthorised access.
• Respecting customer boundaries: agents should respect customers’ wishes if they refuse to participate or opt out of further contact.
• Empathetic communication: call centre operators always communicate empathetically with customers, acknowledging their frustrations and concerns.
• Solution-focused approach: call centres focus on finding solutions rather than just solving problems quickly.

There is much more to the job of a call centre operator than meets the eye.

To respond effectively and efficiently to the needs of clients, they need to be continuously educated. Call centre operators must be responsible, communicative, patient, resilient, empathetic, smart and proactive. Their willingness to learn and their willingness to help others are key qualities for success in this profession.

Dear operators, it is only because of you that we are able to provide fast, efficient and effective assistance to our clients whenever they need it, 24 hours a day, 7 days a week. On behalf of CreditCall, we would like to thank our amazing operators, supervisors, IT staff and salespeople for their great work and dedication. Your patience, empathy and professionalism move us forward every day. This special day belongs to you.

Thank you for your hard work and dedication! 👏