1. Company Overview
December 2016

2. Contents Who we are The management team Our objectives and strategy
B2B lead generation & nurturing
Customer support services
Back office services
Our expertise by industry
Our facility
Why us?
Contact

3. Who We Are
A boutique-sized BPO Contact Center located in Bucharest, Romania;
Ideally suited for clients with programs from +3 to 75 seats;
Able to handle a staff of 200 agents over 3 shifts, 24/7;
Young team of multi-lingual staff, proficient in 6 languages;
English
Spanish
French
Italian
German
Romanian
Expertise in broad range of industries and enterprise areas;
Roots in telecommunication & technology;
Able to quickly add to our pool of skilled-professionals;
Hands-on management combining local know-how with global expertise.

4. The Management Team
Wayne Silver - Managing Partner of WPG, a Professional Electrical Engineer and a successful entrepreneur for over 30 years. President of Encore Telecom Inc. and President of Navatalk, founder of Phonetime, with a tremendous experience in Telecommunications, Start Ups, Marketing, Business Development and Sales.
Mihai Arsene - Managing Director, with strong leadership skills and a broad HR experience. Mihai is a proficient project planner, with expertise in training, sales and operations in a wide variety of industries such as real estate, pharma and telemarketing.

5. Our Objectives & Strategy
Our main objective is to become the provider of choice of outsourced lead generation, customer support and back office services for potential small and mid-sized partners across Europe and the Americas;
We plan to achieve this by creating added-value that reflects into your bottom-line while working seamlessly as an extension of your team;
By recruiting and retaining an educated, multi-lingual staff that remains with the company for the long run and brings additional layers of industry expertise to the table.

6. B2B Lead Generation & Nurturing
We employ last-minute technology to generate & nurture new business leads, as part of a comprehensive approach to the presales process:
We identify leads via online forensic technology which provides:
Name of the business who visited you on-line;
Website & contact details;
Time on site and Pages Visited;
We engage leads in conversation via recommended social platforms - LinkedIn, FB, Twitter;
We nurture the social relationship up to the point where the prospect is ready to be engaged by your dedicated sales team.
We complement this approach with targeted telemarketing campaigns and communication consultancy, to keep the lead generation process efficient and on track.

7. Customer Support Services
Our Customer Support strategy is guided by the conviction that it’s more difficult to win a new client than to keep an already existing one.
We always recommend partners an approach to customer support that goes beyond mere issue solving, into the more complex area of customer service.
Our Customer Support services come with:
Multi-channel customer support via telephone, and chat;
Multi-language teams - up to 6 languages spoken within a team;
Areas of expertise from e-commerce to in-depth technical assistance;
Permanent skill training and upgrading;
Dedicated account manager for KPI daily & weekly monitoring and reporting and account-related consultancy.

8. Back Office Services
Our Back Office Services Offer is focused on taking some very tedious and detail-focus tasks off our partners’ hands and manage them on their behalf, allowing their core teams to focus on business aspects with higher return.
We provide the following Back Office Services as part of our standard offer:
Surveying – current customers and prospects
Transcription of interviews
Live content moderation & reviewing
Data coding & cleaning

9. Our Expertise by Industry
Our extensive experience enables us to provide complete services in industry specific areas such as:
Telecom – technical support, sales, account management, finance;
E-commerce – Customer support, covering pre-sales and after sales, cross sell and up sell as part of inbound marketing;
Energy – Sales, marketing and customer support;
Medical – surveys, data collection and coding.
We are always looking to expand our expertise and are always eager to take on new challenges.

10. Our Facility
We are located in a gated industrial park, close to downtown Bucharest;
Our IT infrastructure includes four servers with fully redundant switching configuration, two Internet providers and back-up generators to ensure business continuity;
Customer relationship management software in place;
State-of-the-art communication capabilities due to infrastructure synergies shared with our sister company Encore Telecom.

11. Why Us? Highly trained & friendly staff; Flexible, scalable approach;
Fastest IT infrastructure in EU;
Use of industry best practices;
Varied range of BPO solutions;
Competitive pricing structure.

12. Thank You!
CONTACT DETAILS:
Contact us by
Connect on LinkedIn: World Phoning Group
Like us on Facebook: WPG Romania
Visit our website at: