“We can't keep up with our customers.”
We take over your line, in a 24/7/365 setup if that is what it takes - with trained people, planned capacity and quality measured every second.
Results for Orange 
First the wait gets longer, then calls start dropping, and in the end the customer stops calling at all. Recognise any of these stages?
This is not theory - it is exactly how we went about taking over the 24/7 line for Orange.
Agents do not go on the line with a rough idea. They complete a month of training that simulates real situations - from simple requests to crisis and technically demanding calls.
437 projects a yearmeans proven onboarding for a new teamProduct knowledge tests and continuous training. The agent responds immediately, without hunting through systems - so the call does not drag.
Orange6.25 → 8.5 calls an hourWe roster agents so the line is not overstaffed in quiet hours and customers are not queueing at the peak. Daily, weekly and seasonal waves are all covered.
PacketaSLA held through the Christmas peakNothing is left to intuition. At any moment we know what an agent is doing, their status, how long the call has run and where the idle time is - and so do you.
Own systemsand a report you see every daySupervisors go through specific calls with agents. A confident agent leads the call firmly, does not hesitate and argues clearly - shorter call, happier customer.
CX 94%against the client’s corporate target of 90%Operation without outages, night shifts, weekends and public holidays included. Five sites also mean backup capacity when something unexpected happens.
5 sitesmean backup capacity
An agent who feels sure of themselves leads the call.
That is why quality is not only about call duration for us, but about how the agent feels on the line.
Method is one thing. The other is whether there are enough people, sites and completed projects behind it.
When one location goes down, the other picks the capacity up. And five regional labour markets mean we have somewhere to draw people from when a team needs reinforcing.
When it is urgent, we can move much faster. We built a national pandemic helpline for the government in 24 hours. A standard project goes live within two to four weeks, product training for the team included.
To begin we run a pilot with metrics agreed in advance. Afterwards you do not have promises, you have figures from your own project - and you decide on that basis whether and how to continue.
Orange handles enormous request volumes and running the 24/7 line in-house was demanding on people, technology and budget alike. When we took the line over, output stood at 6.25 handled calls an hour per agent. The client expected not only strict standards to be met but a radical lift in efficiency.
The higher output did not come from pushing for speed – it came from training the people, giving them confidence and removing procedural hesitation. Customer experience stayed above the client’s corporate target throughout.
On the Packeta project we reinforced the team with experienced agents before the Christmas peak and the agreed SLA held even on the busiest days - without the client having to hire long-term.
“CreditCall has become an inseparable part of our company - they sell our products through telesales, run the helpline and added early collection. You can really tell they know what they are doing.”
Our sales manager Janka gets in touch and we go through your commercial goals together. Within a few days you have a tailored solution - free and without commitment.
We assemble a dedicated team and train it on your product and processes. We set up scripts, quality measurement and launch a pilot with clear metrics.
You see the results in a regular report. When the numbers add up, we add capacity in line with the season and your growth.
A standard project goes live two to four weeks after signature – before going live, agents complete a month of intensive training with simulated scenarios. When it is urgent we can move far faster: we built a national pandemic helpline for the government in 24 hours.
No. At Orange we lifted output from 6.25 to 8.5 calls an hour while holding customer experience at 94%, even though the client target was 90%. The speed came from training, product tests and removing procedural hesitation – not from pressure on agents.
Yes, we run lines 24 hours a day, 7 days a week, 365 days a year. Five sites also let us provide backup capacity in exceptional situations.
We measure everything. At any moment we know exactly what an agent is doing, their status, how long the call has run and where idle time appears. Supervisors hold regular feedback sessions on specific recordings, and you have access to the statistics and dashboards.
They complete intensive training on your product and then regular product knowledge tests. The goal is clear: resolve the majority of requests first time rather than transferring to another department.
We plan capacity so the line is not overstaffed in quiet hours and customers are not queueing at the peak. Before the season we add, after it we reduce – you pay only for what you actually use.
Leave us your details - we will go through your goals and put together a tailored proposal. Free, without commitment and without a salesperson chasing you.
The exact scope, price from €1,900 a month and the option of AI voicebots.
ServiceOrder line, multichannel, back office and the real cost of an in-house team.
SolutionsFlat sales, empty diaries, churn or unpaid invoices.