New Co-located Contact Center Expands iQor’s Technical Customer Service Operations in Bydgoszcz, Poland
October 28 2016 - 4:00AM
Business Wire
Integrated Services Hub Combines Customer and
Product Support Under One Roof and One Management Team
iQor, a global provider of customer interaction solutions and
product support services, announced today that it has officially
opened a customer contact center at its Central European product
support facility in Bydgoszcz, Poland.
The new co-located center occupies a dedicated, newly built
mezzanine level of the 15,400-square-meter facility above current
product support operations creating the industry’s first integrated
services hub.
“iQor’s 1,300 employees in Bydgoszcz have supported global
brands in nine countries across Europe since 2005,” said Hartmut
Liebel, CEO of iQor. “This expansion fulfills a commitment to
reshape service operations and set a new standard for customer
experience by integrating both customer and product support in one
central services hub.”
“The expansion allows iQor to offer clients the unique
capability to provide integrated multi-channel contact center
services, technical support and product repair all co-located under
one roof,” said Peter Sykora, iQor COO, Electronics &
Infrastructure. “With the unique real-time exchange of information
and knowledge we can achieve through co-location, we can provide
our clients with higher agent accuracy, improved customer
experience, and lower total cost to serve.”
iQor’s new contact center operates on a fully virtualized,
cloud-based telephony solution that meets all EU compliance
requirements. The company has also embedded its proven knowledge
management solution to seamlessly integrate data and analytics from
customer interactions and product support operations.
iQor currently supports leading technology brands in 12
languages including English, French, German, Hungarian, Italian,
Polish, Portuguese, Russian, Spanish and others.
Bydgoszcz, located at the intersection of Eastern and Western
Europe about three hours from Warsaw, recently topped a World Bank
ranking of Polish cities for its business-friendly atmosphere.
The center adds to the company’s existing European footprint,
which includes additional facilities in Poland, Hungary, the
Netherlands, the United Kingdom, Russia, and Turkey.
About iQor
iQor provides global customer interaction and product
support solutions in 18 countries. Our 40,000 employees
partner with many of the world’s best-known brands to deliver
product and customer support solutions that span the consumer value
chain, from product diagnostics and repair services
to customer care and receivables management. Our award-winning
technology, logistics and analytics platforms enable us to measure,
monitor and analyze brand interactions, improve business process
and find operational efficiencies that lead to superior outcomes
for our partners across the customer and product lifecycles. For
more information, please visit us at www.iqor.com or
follow us at www.twitter.com/iqor. For more information about
iQor Poland, please visit http://poland.iqor.com.
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version on businesswire.com: http://www.businesswire.com/news/home/20161028005152/en/
iQorRobert Burke, 917-940-6855robertburke@iqor.com