Contact Center Outsourcing
The European Contact Centre & Customer Service Awards is the longest-running and most prestigious competition in the Contact Center industry in Europe. Each year, the program’s jury recognizes organizations that set the standard in delivering exceptional customer service.
In 2024, CCIG Group was awarded in two categories: Best Multilingual Contact Center (Gold) and Best Crisis Management Approach (Silver).
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Industry leaders choose our solutions
What is an outsourced Contact Center at CCIG Group?
We manage every stage of your customer service process, allowing you to focus on growing your business.
We provide tailored CX services customized to your specific needs.
Our offer includes implementing our own call center system, recruitment, employee training, and quality monitoring.
All of this is available under a fixed monthly fee.
By entrusting your customer communication to us, you gain professional service and the potential to achieve better business results with fewer internal resources.
Our Contact Center is the perfect solution for medium and large organizations.
Is your company planning to establish a customer service department?
If your company is planning to establish a claims department, customer service, after-sales support, telemarketing, or similar operations from scratch, our services provide an excellent alternative.
You avoid the business risks associated with building such structures independently within your organization. Utilizing outsource call center services ensures access to experienced professionals, cutting-edge technology, and scalable solutions, making it an optimal choice for assessing the feasibility of creating an in-house customer service center without significant upfront investment.
Partnering with a reliable outsourcing partner further enhances your operational efficiency and allows you to focus on your core business while we manage your customer interactions seamlessly.
Does your organization want to expand its existing contact center department?
If your company already has a customer service department, you can leverage our outsourcing services to conduct additional inbound or outbound campaigns.
We understand that reorganizing an existing customer service department, including reconfiguring infrastructure and modifying workflows, requires significant effort—whether it’s for a temporary or permanent solution. That’s why we’ve developed a process that allows us to implement a fully operational contact center within just a few weeks.
What will your company gain with our Contact Center?
Lower operational costs compared to an in-house contact center. More financial resources to invest in growing your business.
From your CAPEX budget, items such as the purchase of expensive equipment, software, and licenses are eliminated. Operational costs related to recruiting suitably qualified team members, maintaining them, organizing their work, providing training, and labor costs also disappear. Considering these factors alone, we can confidently say that we reduce the unit cost of serving your customer by up to 37%.
Fast Service Implementation. Your customers will appreciate the improved quality immediately.
With the support of our Contact Center implementation specialists, your customer service desk will reach full operational capacity in days, not months. The onboarding of our team within your company will be smooth thanks to the know-how we’ve developed over many years of working across various industries in customer service.
We use contact center systems that integrate with most in-house platforms. After integration, they continuously retrieve and process customer data from your internal systems, delivering it directly into the familiar applications used by your consultants.
Our outsourcing solution allows for rapid adjustment of the number of consultants according to your company’s needs. This ensures your business is always prepared to meet current market demands.
Reports at your fingertips. Stay informed about your customer service operations.
Another benefit you’ll gain is easy reporting and analysis of your sales and service data. Generating transparent reports can be fully automated and sent as often as needed—there are no limits on report size or aggregation.
Having access to these reports increases awareness of the project’s scale and provides better control, forming a solid foundation for planning your business’s strategic moves. We will continuously monitor the cooperation, set appropriate goals, provide feedback, and if you’re ever dissatisfied with the services, we will work on finding solutions.
We support all communication channels. Make your company accessible everywhere.
While the wide range of communication tools and platforms offers great potential to reach every customer, such a variety can also be overwhelming when choosing solutions for everyday customer relationship management.
Our Contact Center provides integrated support in one place — including phone, email, SMS, live chat, video chat, and incorporates artificial intelligence such as AI chatbots and AI voice bots. We’ll also take care of your communication on social media — and yes, even via fax! All of this is designed to enhance the customer experience, ensuring seamless and personalized interactions across every channel.
Our agents speak over 20 languages. Expand into international markets and service expats.
We run projects in more than 20 languages — both for foreign clients in the Polish market and in key international markets important to your business. We offer services not only in popular languages like English, German, or French, but we also continuously expand our portfolio to include rare languages such as Arabic and Basque. This way, your company can establish itself in niche markets with high growth potential.
Multiple locations and redundant IT infrastructure – your company resilient to outages and interruptions.
We have thousands of ready-to-work call center agents, several distributed office locations, and data centers. Our offices are prepared to take over each other’s responsibilities and support each other in case of any failure or disaster. We operate multiple data centers and utilize cloud-based call center software. Our agents can work remotely, and with our strict privacy and security policies, you can be confident that all data is safe.
For your company, this means one thing — no matter what happens outside your window or at your office, customer service delivered by our Call Center will remain reliable.
We have know-how from many industries. We know how to talk to your customers.
The wide range of contact center services we have provided over the years across various industries guarantees professionalism in our work. Our Contact Center experts, by understanding the specifics of your company and project, can offer tailored solutions from our existing portfolio or propose a custom approach designed to meet the unique needs of your customers, enhancing the overall customer experience and ensuring satisfaction at every interaction.
CCIG Group Contact Center — award-winning and certified
Take the first step towards your own Contact Center. Fill out a short form and find out what actions your company needs to take.
CCIG Group Contact Center means FLEXIBILITY
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TAILORED SOLUTIONS
UNMATCHED EXPERTISE
SCALABILITY AND FLEXIBILITY
COMPREHENSIVE APPROACH
CLIENT-CENTRIC FOCUS
INNOVATION-DRIVEN SOLUTIONS
PROACTIVE SUPPORT AND SERVICE
Our resources, Your Benefits
Increase your company’s efficiency with CCIG Group Contact Center. Our outsourcing management model, business process support, infrastructure, and advanced technologies guarantee improved competitiveness and cost savings for your business.
Economies of Scale
- The largest call center in Central and Eastern Europe.
- Over 5,500 professionally trained agents continuously improving their skills.
- 12 operational offices in Poland and Ukraine, with more than 2,600 fully equipped workstations.
- Our locations feature dedicated spaces for back-office operations, administration, training, and quality control.
Multilevel Service
- Professional customer communication in English and over 20 other languages.
- Expert customer service and multichannel sales via phone, email, chat, video, AI bots, and social media.
- Secured business continuity 365/24/7 and specialized customer support.
Tangible Savings
- Elimination of costs related to setting up an internal call center.
- Customized billing models.
- Smooth transfer of operational responsibility and risk.
Our capabilities
service abvalability
languages supported
professional agents
Your advantages
Increased Sales
Satisfied customers
Access to specialists
Cost Savings
Business continuity
Discover what CCIG Group can do for your company. Schedule a free consultation.
What should you know about Contact Center Outsourcing?
How much does a Contact Center cost?
There are many factors that influence the final cost. The price mainly depends on the size, type of project, and the form of activities conducted. We ensure that our contact center service is more cost-effective than hiring full-time employees in-house. We adjust the number of seats and staff according to the project scale, so even small and medium-sized companies can afford our professional CX services. Ask about pricing.
The cost of the service is not just the price of the contact center system — it is primarily a combination of expenses related to investing in technology, paying a suitable number of consultants, managerial and administrative staff, and the costs associated with running the office.
In summary, the project cost includes:
- salaries for agents,
- salaries for managers overseeing consultant teams,
- technology maintenance costs, including software and communication infrastructure,
- support staff expenses — marketing, HR, trainers, IT, legal,
- logistics and documentation-related activities,
- operating costs of the office and equipment.
Sales projects are usually billed with a base fee covering operational costs plus a commission rate. The phone contact is intended to result in a sale or appointment booking — the goal is to achieve a specific outcome. Consultants record these operations in internal or external systems (e.g., CRM), which triggers transparent, pre-agreed commission payments to the company. It is also common to provide bonuses for specific service elements, depending on the client’s requirements and expectations — this way, both parties can set priorities and work together toward a mutually beneficial outcome. Commission rates and margins often change during project execution, requiring proper management of the sold service — these activities are coordinated by staff assigned to oversee the project. Ask about pricing.
Which Contact Center should you choose?
The choice should depend on your company’s business needs and strategy. Most companies decide to start cooperation when the scale of their operations exceeds their available workforce or in-house expertise. An increase in customer acquisition is always good news, but providing comprehensive post-sale service can be challenging—especially without professional telecommunication applications and trained personnel. In such cases, outsourcing to a contact center operating with an omnichannel strategy—that is, multichannel service—can be a valuable solution.
When selecting a solution for your company, pay attention to the quality of customer service the contact center provides within your industry. It’s also essential to consider the size and training level of the consultant team handling your project. A wise choice is partnering with companies that prioritize ongoing staff training, ensuring that every consultant position is filled by experienced professionals. In large organizations, clients can expect their projects to be handled by a dedicated, qualified team of specialists. This applies not only to sales skills and customer service quality but also to strict adherence to current legal regulations and GDPR compliance. Data protection is just as important as the quality of services we provide.
Equally important is choosing a company with a well-established, stable market position and a continuously developing structure. By partnering with a nationwide provider with multiple locations, you can be confident that your project will be handled smoothly regardless of client volume, peak sales seasons, or unforeseen disruptions.
It’s also worth researching media sources and industry publications related to customer service to gather detailed information about market leaders. Awards and recognitions can serve as useful indicators when selecting potential partners.
Keep in mind that employee and team operations will depend on whether the project is B2C or B2B. We manage projects tailored to both profiles, which affects the entire training and onboarding process, communication styles, and conversational approach. We always align closely with our partners’ strategies and marketing efforts to ensure shared, coherent visions and goals.
Why is it worth having a Contact Center department?
One of the greatest benefits of running a call center department is the ability to effectively reach customers. Utilizing multiple communication channels makes it easier for clients to express interest in your product. Additionally, a multi-seat setup across several locations ensures the capacity to serve all customers simultaneously, regardless of volume.
Sales and customer service efficiency in a contact center is maintained at a high level, thanks in part to the implementation of various IT tools—such as a single, easy-to-use platform that manages all sources of customer interaction. Moreover, these IT tools provide advisors with advanced functionalities like predictive dialing, automatic callbacks, note-taking, and call recording. Supported by technology, contact center agents become more flexible as they can operate across different areas suited to their skills.
Automation is also crucial. With the right software and systems, processes can be optimized by reducing waiting times, improving the timeliness of follow-up contacts, and creating scripts and conversation flows to maintain quality standards. Using an existing customer database, targeted campaigns related to product offers can be launched. Furthermore, customer databases can be continually updated to enable personalized offers tailored to client profiles in the future.
Another advantage of having a contact center is constant access to data that can be analyzed in real time to quickly adjust business actions. All communication channels and key performance indicators are monitored, providing full control over sales and service processes. Managers can utilize interactive live dashboards displaying comprehensive information on interaction volumes and their outcomes.
Having an in-house call center offers great convenience; however, before deciding to establish one, it is essential to analyze its profitability. Factors to consider include company size, structure, business profile, branch locations, and growth dynamics. It is important to remember that setting up such a unit requires a significant investment—new technological solutions must be acquired, new employees recruited, and teams trained to effectively use these tools. For this reason, outsourcing contact center services, such as those offered by CCIG Group, is often the preferred solution.
What is a Contact Center?
In simple terms, a Contact Center is a comprehensive customer service office that provides all the necessary infrastructure and customer support services to deliver the best possible service to both current and future customers. Beyond the typical call center phone support, it utilizes various communication channels such as chat, email, and SMS, handling both inbound call center operations and outbound interactions.
Inbound services manage incoming traffic, offering support related to products and services and responding to consumer inquiries. Outbound activities focus on outgoing communication, usually aimed at sales goals, including telemarketing, debt collection, market research, and urgent notifications. These services to provide ensure the client’s customers receive timely and professional assistance.
It is important to note that Contact Center operations rely heavily on IT systems, such as CRM software. The work of call center services follows well-defined processes and can be carried out both remotely by distributed teams or centrally in offices, either owned by the Contact Center or the client. Selecting the right tools to meet the client’s business objectives and conducting detailed analysis of the processes involved are key responsibilities of an advanced call center.
The primary goal of a Contact Center is to professionally manage tasks assigned by clients. It offers a fully flexible and tailored approach to meet client needs. Regardless of the industry, a Contact Center is responsible for broad consumer contact, handling inquiries and support in areas such as sales, customer support services, complaint resolution, technical assistance, and telemarketing. Often, these services are provided simultaneously. By prioritizing tasks based on client guidance, the Contact Center efficiently manages incoming traffic and lead handling.
In summary, a Contact Center focuses on efficiently managing the customer service processes outsourced by clients while ensuring transparent communication regarding the ongoing activities and achievement of objectives. A key element of a high-quality Contact Center is the comprehensive range of communication methods offered—both for inbound call center operations and outbound customer engagement.
What does a Contact Center do?
As mentioned earlier, a Contact Center is responsible for customer interactions, but this term encompasses a wide range of activities. When discussing the tasks handled, it is important to mention both inbound and outbound communication across various levels — single-channel, multi-channel, and omnichannel contact center operations.
More specifically, conversations may involve selling products and services, signing and renewing contracts, handling and resolving complaints, collecting customer feedback, or conducting debt collection activities. A specialized customer service area is the helpdesk, which provides technical and substantive support, as well as assistance in case of system failures. Post-sales support teams ensure that every complaint is individually addressed and that customers receive clear explanations and answers to their inquiries.
Modern Contact Center outsourcing companies increasingly adopt innovative solutions. It is standard that, beyond phone support, customers can also receive assistance in written form. This support is provided via email, chat, SMS, or even social media platforms such as Facebook or LinkedIn. The call center provides seamless integration across these channels, enabling efficient call routing and smooth transitions during call handling.
Service may cover customers who initiate contact themselves or choose other ways to reach consultants, such as through contact forms. It can also include cold calling or cold mailing, targeting potential customers who have not previously engaged with the company. These activities can apply to both B2C and B2B segments.
As you can see, the scope of Contact Center agents’ responsibilities is broad. The team of call center agents undergoes thorough onboarding, followed by ongoing product workshops and training in both soft and hard skills — all aimed at continuously improving their effectiveness. Agents are trained not only on data privacy compliance but also on maintaining consistent marketing messaging. Their expertise enables them to achieve resolution on the first call, boosting customer satisfaction. Through professional experience, they can gain knowledge and seek promotion within the organizational and project structure. Development opportunities, flexibility, and competitive pay contribute to building and retaining top specialist teams.
Another crucial aspect is that leading Contact Center companies employ multilingual teams, selected to meet the needs of clients and markets they serve. Thanks to their language skills and the ability to operate 24/7, a well-organized Contact Center team can support international companies operating globally with customers around the world.
Contact Center vs. Call Center – similarities and differences
A call center is an organization dedicated to managing a high volume of telephone inquiries, both incoming and outgoing. In contrast, a contact center expands upon traditional phone-based services by integrating other communication channels. It handles not only calls but also centralized management of personalized communications, including live chat, social media support, SMS, and email correspondence.
Call centers are typically perceived as open workspace environments equipped with employee workstations. These stations include computers and monitors connected to a call management system, along with at least one supervisory station, often integrated into the company’s computer network.
A contact center, on the other hand, represents the evolution of the call center model. It serves as a central hub for managing all customer interactions. By leveraging various communication channels, contact centers collect valuable information that can be routed to appropriate individuals or systems, enabling seamless omnichannel service.
Most large companies utilize contact centers as a means of managing interactions with customers and potential clients. These centers are a critical part of the infrastructure, tasked with building and maintaining customer relationships. Contact centers can also be outsourced to external companies, a practice referred to as Call Center Outsourcing.
What is a Contact Center system?
In the case of call center services for businesses, the full responsibility for task execution rests with the external provider. The entrepreneur does not need to invest in software, hardware, training, hiring personnel, or skill development.
Both contact center solutions enable companies to focus on growth-oriented areas of activity rather than IT infrastructure management. Outsourcing providers ensure software updates and technical support, reducing the risk of failures and downtime. The enterprise can leverage the latest technologies without the need for significant capital investments.
Both models allow for flexible service scaling according to the company’s needs. IT outsourcing and SaaS utilization can enhance a business’s competitiveness in the market.
Companies can avoid high capital expenditures on hardware and software purchases by adopting a subscription model that spreads costs over time.
While an in-house contact center platform may initially appear cheaper, long-term costs can rise due to personnel maintenance and additional resources such as recruitment and training. Technical support fees should also be considered, as they may accumulate over time.
With external contact center services, including support services and comprehensive call center solutions for both inbound and outbound calls, the costs of hiring, training personnel, and providing technical support are virtually eliminated, as these responsibilities lie with the service provider.
Discover what CCIG Group can do for Your business. Schedule a free consultation.
Services provided by our outsourced contact center
Customer Service
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Customer service is one of the largest and fastest-growing segments of BPO services. As a leader in the call center industry, we offer top-quality, multichannel, and multilingual customer service. Our helplines ensure a high standard of service, increased customer satisfaction and loyalty, enhanced brand strength, and, most importantly, a visible boost in sales.
Remote sales
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We specialize in key projects across industries such as telecommunications, banking, energy, FMCG, insurance, finance, aviation, and more. Leveraging our extensive experience in telemarketing, including both sales calls and following calls, ensures maximum company profits and delivers high-quality results, leading to a swift return on investment.
