SELL
OR PERISH!
Existing since 1991
MasterPlan is a consulting and training company focusing on client
relations. Between 1995 and 1996 we operated the first
call/service center in Poland. Since that time we,
additionally, specialize in telemarketing and call
center-related issues. We have developed an unique
method of recruiting call center operators and a number of unique
training and consulting programs for telemarketers and call center
management. Combining international and domestic experience
allows us to provide our clients with best service possible.
If you are looking for information on call center
market in Poland, you wish to outsource call center, or to purchase one
- talk to us.
>> more
Marian J. Kostecki.
Glosariusz terminologii call
center/help desk.
Wydawnictwo Naukowe PWN. 2007. GRATIS >> ściągnij okładkę i zawartość
Marian J. Kostecki. Efektywność
i skuteczność w call center:
Miary skuteczności i efektywności pracy contact center, call center,
help desk (ruch przychodzący). Warszawa: moimzdaniem.pl 2006, 110
stron. GRATIS >> ściągnij
Marian J. Kostecki. Telefoniczna rozmowa handlowa:
Wszystko, co
powinieneś wiedzieć o sprzedaĹźy przez telefon zanim podniesiesz
słuchawkę, w trakcie posługiwania się nią i po jej odłoźeniu. Warszawa:
moimzdaniem.pl 2006, 238 stron. GRATIS >> ściągnij
wiadomości
istotne dla środowiska call center zapowiedzi wydarzeń -- news
-- ogłoszenia o pracy -- gratisy
SAMOUCZEKopisy
przypadków,
które mogą zostać wykorzystane w samokształceniu
pracowników działów obsługi klienta,
handlowców,
webmasterów, telemarketerów::
7
RED medicolux (laser-beam lamps) – consulting in
using services of outsourcing call centers
ABW
(publisher) - selling catalog by phone
Accmed
(LIM Centrum Medyczne) (medical
services) - participation
in Call Center Masters
ACP
Pharma (pharmaceutical wholesaler) - audit
of telephone customer order taking and customer care; training of call
center operators, recommendations for changes in procedures, audit of
call center personnel
Agora-Gazeta
Wyborcza (newspaper) - training in
selling advertisements by phone, audit of telesale conversations
Ahold
(super- and hypermarkets) -
organizational diagnosis and plan for implementing an international
Accounting Help Line
AIG
Bank - participation in Call Center Decisions
AIG
Credit - participation in Call Center Decisions
Alfa Star (tour operator) - participation
in Call Center Masters
Algotech (call center
systems integrator) - participation in Call Center Decisions
Allianz
(insurance) - audit of telephone
appointment scheduling; training for high-level management;
recommendations for changes in procedures; participation in Call
Center Decisions
Altar (call center systems integrator & software producer) - training devoted to call center organization
Amplico AIG Life (insurance) - participation in Call Center Masters
Bank BPS - participation in Call Center Decisions
arvato
services (service call
center) - participation
in Call Center Masters
AS
Kontakt (service call center)
- participation in
Call Center Masters
Asseco
[formerly:COMP Rzeszów]
(software producer) -
training of telephone help-desk operators, audit of telephone
conversations
Aster
City Cable (cable TV) - training in
customer care, including customer care by phone
Astral
(retail chain) - on-line training
AT&T
(telecommunication) - distribution
of AT&T US Direct cards by phone
AVANSSUR S.A. (AXA
Ubezpieczenia) (insurance) -
recruitment of call center operators and supervisors, participation in
Call Center Masters
Avista Media
(service call center) - audit of internal processes and
recommendations for strategic development; recruitment
of call center operators
Aviva
Direct [formerly:
Commercial
Union Direct] (ubezpieczenia) - audit of telephone sales
and customer care processes
AZSoft
S.A. (service call center) -
participation in Call Center Masters
Bancom
(service call center) - consulting in
call center design, recruitment of call center operators, recruitment
of the call center head, training of call center operators
Bank BPS - participation in Call Center Decisions
Bank Gospodarki
Żywnościowej (bank) - participation in Call
Center Masters, participation in Call
Center Decisions
Bank Ochrony Środowiska
(bank) - consulting in
call center work procedures; personnel recruitment and training; participation in Call Center Decisions
Bank Pekao SA - participation in Call Center Decisions
Bank
Pocztowy - participation in Call
Center Decisions
Bank
Zachodni WBK SA - participation in Call
Center Masters, participation in Call
Center Decisions
Bankowy
Dom Maklerski PKO BP (stock exchange
broker) - design of call center procedures
Beskidzka
Agencja Informacji (business
information agency) - training in telemarketing
BEST
(debt management) -
participation in Call Center Masters, participation in Call Center
Decisions
Biuro
Projektowania Systemów
Cyfrowych SA (software producer) - training in handling
business
relations by phone
bizCentrum
(internet agency) - training in
setting-up appointments by phone
blizejslonca.pl
(online travel agency) -
participation in Call Center Masters
BOC-Gazy
(industrial gases) - audit of
telephone customer order taking and customer care; training of call
center operators, recommendations for changes in procedures,
participation in Call Center Masters
BRE
Bank SA (mBank, Multibank) - participation
in Call Center Masters, participation in Call Center
Decisions
B/S/H
(Bosch und Siemens Hausgeräte)
- participation
in Call Center Masters, call center audit, recruitment of call center manager, skill assessment for call center consultants
Buro
Market (office equipment) - training in
handling business relations by phone
Business
Foundation - selling expo space for
exhibitors
C2C - designing algorythm for matchinch outsourcing call centers with their clients
Call
Center Poland (service call center) -
training of call center operators
Call
Service (service call center) - training
of call center operators in telephone sales
Carbo
(pharmaceutical wholesaler) - training of
telesales agents
Cardif (insurance) - audit of telephone conversations, training in telephone customer care
Central
Europe BPO (service call center) -
training of call center operators in telephone sales and customer care,
and in call center organization
Centrala
Farmaceutyczna Cefarm (pharmaceutical
wholesaler) - training of telesales agents
Centrum
Promocji Informatyki - presentation on
CRM implementation
Cezex
(office paper distributor) - consulting
in call center design, recruitment and training of call center
operators, writing database application
Checkpoint
Systems (tracking and security for
retailers) - consulting in center outsourcing
Cisco
(computers) - recruitment and training of
telesales agents, audit of telephone conversations
CitibankHandlowy - participation in Call Center Decisions
Contact Center (service call center) - participation in Call Center Professionals
ContactPoint
(service call center) -
participation in Call Center Masters
ConXperts
(computers and WANs) - setting up
appointments by phone
CPC
Amino/Caterplan (later Best Foods,
Unilever) (FMCG) - consulting in call center design, recruitment and
training of call center operators, writing software application for
database, audit of telephone conversations
CTM
- Centrum Telemarketingowe (call center -
service center) - training for managerial staff
Cussons
(FMCG) - database verification
Cyfrowe Centrum Serwisowe SA - participation w Call Center Professionals
D+S
europe (call center corporation, Germany) -
not to be disclosed
DaimlerChrysler
Automotive Polska (automotive)
- recruitment of call center operators, training of call center
operators, organizational consulting, audit of telephone conversations
Dendrite
(research company) - training of CATI
operators, recruitment of operators
Deutsche
Bank S.A. - participation in Call
Center Masters
Dialog
(telecom) - participation in Call
Center Master
Direct
Line (insurance, U.K.) - consulting on
partners in Poland
DnB
Nord Bank - participation
in Call
Center Decisions
Dr
Pokorowski (pharmaceutical wholesaler) -
training of telesales agents; recruitment of call center operators
EF
English First (language school) - training
reception staff in using telephone for promotion, sales and customer
care
Elhurt
(electronics wholesaler) - audit of telesales and training in telesales
Elita
(promotional materials) - training in telesales
Eltra SA
(electrical installation manufacturing) - consulting in call center
design, recruitment of call center operators, training of call center
operators, consulting in software selection
ENERGA Kalisz
(electrical energy distributor) - participation in Call Center Masters
eni.pl
(advertising agency) - recruitment and
selection of call center personnel; licence for using TripleSMARTtm
method of recruitment and
selection; coaching related to managing telesales department; training
on running sales oriented calls<
ERA
(GSM
operator) - training of telesales agents, participation in Call Center
Masters, participation
in Call
Center Decisions
Eskadra
(training organizer) - presentation on telesales
Euro
Bank - participation in
Call
Center Masters; participation in
Call
Center Professionals
Euro
Contact
Center (service call center, outsourcing) - not to be
disclosed
EuroForum
(conference organizer) - presentation on recruitment of call center
operators
Europa
(insurance company) - presentation on telemarketing in financial
institutions
Europejski
Fundusz Leasingowy (leasing) - presentation on
telemarketing in
financial institutions
EuroTax
(tax return services) - call center audit, training in
telesales
Farma
(pharmaceutical wholesaler) - selling injections by phone
First
Data (d. Polcard) (financial) - participation in Call
Center Masters
Forte
Vita (trade company) - participation in Call Center
Masters; call center audit, with
recommendations related to company future developments and developments
of sales call center
Frantschach
Świecie (paper manufacturer) - training of purchase
department employees in using telephone
GE Money Bank -
participation in Call Center Decisions
Generali (insurance) -
participation in Call Center Decisions. training of call center agents and supervisors
Getin
Direct
(service call center) - coaching for call center manager
Gnosis
(training organizer) - selling specialized seminar by phone
GoodWay
Telemarketing Wielkopolska (call center - service center)
- recruitment
of call center operators
Graphcom
(IT integrator) - on-line training
Guliwer
(puppet theater) - telephone search for financial support
H&S
Outsourcing (IT integrator) - on-line training
Hestia
Kontakt
(in-house call center) - training in measuring effectiveness and
efficiency of in-bound traffic, with elements of call center
management; participation in Call Center Decisions; participation in Call Center Masters
home.pl
(internet provider) - consulting in call center design and
preparing work procedures; personnel recruitment and training
Horus
(industrial materials
distributor) – audit of telesales and telephone customer
care; training of sales force and customer care specialists
Iberia
Motor
Company (automotive) - consulting in call center design,
technological
and equipment consulting, training of call center operators
IBM
(call
center systems producer) - presentation on CRM (Customer Relationship
Management) for IBM clients
IBUD
(publisher) - call center audit, training in
telesales
IDEA
Centertel - training of call center
operators in outbound calls; training of call center supervisors
INEA (d. Telekomunikacja Wielkopolska - paticipation in Call Center Masters; paticipation in Call Center Professionals
Info House (data bases) - participation
in Call Center Masters
Infor
(publisher) - training of telesales
agents, audit of telephone conversations
Infoskop
(business information agency) -
training of telesales agents
ING
Bank Śląski - - participation in Call Center Masters, participation in Call Center Decisions
ING
Securities - participation in Call Center
Masters
InOne [formerly: ATM
Services] (IT services) - recruitment of call center
operators and call center supervisor, training in telesales and telephone customer care
InsERT
(software manufacturer) - participation
in Call Center Masters
Institute
of International Research
(conference organizer) - presentation on organizational preparation for
developing telemarketing activity
Instytut
Rynku Elektronicznego (conference
organizer) - presentation on call center market in Poland
Instytut
Zarządzania (conference organizer) -
presentation on combining promotion, sales and customer care in
telephone conversations; presentation on establishing call centers;
presentation on CRM outsourcing
Inter Cars (auto parts) - recruitment and training of call center agents
Inter
Partner Assistance Polska S.A. (formerly:
AXA Assistance; assistance services) - recruitment of multilingual call
center operators
Interactive
Inteligence (vendor of call center
systems) - presentation on call center market in Poland
International
Paper (paper manufacturer) -
participation in Call Center Masters
Invest
Bank (bank) - presentation on
telemarketing in financial institutions, training of call center
operators
Invest-Net
(insurance agency) - consulting in
call center design; call center technology consulting; recruitment of
call center operators; recruitment of the call center head; training of
call center operators, audit of telephone conversations
Investor
Center/Ostbrandenburg (ICOB),
Frankfurt am Oder - consulting on telemarketing in Poland; presentation
on call center market in Poland
IVECO
Poland (automotive) - leasing a call
center operator
Izba
Przemysłowo-Handlowa w Toruniu -
presentation on telemarketing applications in market
activities
Kredyt
Bank
(bank) - recruitment of call
center operators; training of call center operators; training of call
center supervisors, audit of telephone conversations, participation in
Call Center Masters; training of call center CSRs (sales);
training of Corporate Account Executives in setting appointments by
phone (cold calls); participation w Call Center Professionals
Kruk
Inkasso (debt collection agency) -
training in selling by phone
Leasing
Management (leasing) - telephone
market research on demand for financial services
Link4
(insurance) - recruitment of call center
operators, participation in Call Center Masters
Lionbridge
(service help desk) - participation
in Call Center Masters
Lukas Bank - participation in Call Center Decisions
Lux-Med
(medical services) - participation
in Call Center Masters
Makro
Cash & Carry Polska S.A.
(supermarket network) - training in telephone customer care,
participation in Call Center Masters
Mapy
Ścienne Beata Piętka (publisher) -
training in telesales
Marketplanet
(IT consulting and training) -
assistance in recruitment of call center operators, audit of telesales
and telephone customer care; training in call center functioning,
training in telephone appointment setting
Maxon
(office furniture) - training in setting
up appointments by phone
Mediatel 4B (telecommunication) - participation in Call Center Professionals
MDC
(office furniture) - training in selling
by phone
Medicines
(pharmaceutical wholesaler) -
training of telesales agents, audit of telephone conversations
Metalplast
Oborniki (construction materials) -
training in using telephone for promotion, sales and customer care
Midwest
Business Training (training organizer)
- open trainings in telemarketing applications
Międzynarodowe
Targi Katowickie (trade fair) -
training in telephone sales of trade expositions, audit of telephone
conversations
Międzynarodowe
Targi Polska (expo and
conference organizer) - audit of telesales and telephone customer care;
training of call center operators
MNI
S.A. (operator telekomunikacyjny) -
recruitment of a call center specialist
moimzdaniem.pl
(survey creation software
distributor) - recruitment of call center operators, training of call
center operators, participation in Call Center Masters
Mondial Assistance (assistance services) - participation
in Call Center Masters; selection of outsourcing call center
Monsanto
Polska (chemical) - training in using
telephone by sales representatives
Multimedia
(cable TV operator) - participation
in Call Center Masters
Net
Premium (insurance - participation
in Call Center Masters
Netia
Telekom (telecommunication) -
recruitment of call center operators and supervisors; training of call
center operators
Nordea
Bank - participation
in Call Center Masters, participation
in Call Center Decisions, participation
in Call Center Professionals 1:1
Nordea
PTE (insurance) - participation in Call
Center Masters
Nowoczesna
Firma (conference organizer) -
presentation on call center management
NPN
Telemarketing (call center - service
center) - consulting in call center design, recruitment and training of
call center operators
OBI
(home improvement super store) - coaching
for the head of telemarketing project
ODM
Optimus Direct Marketing - presentation on
telemarketing basics
Office
Depot (office equipment and supplies) -
training of call center operators
OFI/Citigroup
(agent transferowy) -
participation in Call Center Masters
Optimus-Bis
(computers) - training in selling
by phone
Papirus
(office supply
distributor) – audit of telesales and telephone customer
care; training of sales force and customer care specialists
PC
Kurier (monthly magazine) - presentation on
CRM (Customer Relationship Management) basics
PerSay
(biometrics; Israel) - entry to the Polish market
PGD
Group (car
dealer) - training in telephone relations with clients; consulting
in call center outsourcing, audit of telephone conversations;
participation in Call Center Masters
PGNiG (crude oil and gas mining) - participation in Call Center Masters; participation in Call Center Professionals
Pharmag
(pharmaceutical wholesaler) -
training
in selling by phone, audit of telephone conversations
Pilkington
(glass manufacturer) - training in
customer care (including customer care by phone)
Pioneer
Financial Services - training of call
center operators in providing free-phone service
PKO
BP (bank) - training in telephone customer
care; participation in Call Center Masters; participation in Call Center Professionals
Play
Mobile (GSM operator) - recruitment of
multilingual call center operators and call center specialists,
participation in Call Center Masters
Plus
GSM (Polkomtel) (GSM operator) -
participation in Call Center Masters
Podkarpacki Bank Spółdzielczy - participation in Call Center Professionals
Polbank EFG - participation in Call Center Decisions
Polpharma SA (pharmaceuticals) - participation in Call Center Professionals
Polska
Telewizja Kablowa (cable TV) - training
in selling by phone, audit of telephone conversations
Polskie
Centrum Kadrowo-Płacowe (software developer, training
organizer) - training in selling by phone
Polskie Linie Telefoniczne (call center - service center) - training in recruitment of call center operators
Powiatowy Urząd Pracy w Wołominie - training for call center operators
Presspublica
(Rzeczpospolita) (newspaper) -
consulting in providing subscribers with service by phone
PriceWaterhouseCoopers
(business consulting) -
training in telephone relations with clients
Prodoks
(virtual bookstore) - training in
taking orders by phone, active telesales and customer care by phone;
audit of telephone conversations
Proma
(business information agency) - audit of
telephone conversations, training in selling by phone
Provident
(financial) - participation in Call
Center Masters
PZU-CL
Agent Transferowy - audit of telephone
conversations, training of call center operators in selling and
customer care by phone; training of call center supervisors
PZU
PTE - Call Center Masters 1:1
Qumak-Sekom
(vendor of call center systems) -
presentation on call center market in Poland
Raiffeisen
Bank - participation in Call Center Masters, participation in Call Center
Decisions
Reader's
Digest Przegląd (publisher) - audit
of telephone customer care and training in customer care by phone
Rhône-Poulenc
Rorer
(pharmaceuticals) - training of telesales agents
Sanitec
Koło (bathroom equipment manufacturer)
- presentation on potential applications of telemarketing
Santander
Consumer PTF Bank - consulting in
the process of selecting providers of the call center infrastructure
SawaTour-Chorwacja
(tour operator, travel
agency) - selling ads by phone
Sea
Star (publisher) - comprehensive call
center audit; consulting and training for call center operators,
supervisors, and managers
Sine Qua Non (outsourcing call center) - paticipation in Call Center Professionals
Slavex
(pharmaceutical wholesaler) - training
of telesales agents
Software-Konferencje
(training and conference
organizer) - presentation on recruitment of call center operators
SpofaDental - Call Center Masters 1:1
SR
Teleperformance (international call center
corporation) - consulting in the area of call center acquisitions in
Poland, Czech Republic and Slovakia
Ster-Projekt
(computers) - training in selling
by phone
Stowarzyszenie
Marketingu Bezpośredniego
(direct marketing association) - presentation on practical applications
of telemarketing
Studio
Moderna - consulting related to
strategic development of the call center
Świat
Wiedzy (publisher) - audit of telephone
conversations
TeleBuch
(call center, Germany) - not to be
disclosed
Teledirect (outsourcing call center) - paticipation in Call Center Professionals
Teleinvention (service
call center) - audit of internal processes and recommendations for strategic
development;
Telekomunikacja
Polska
S.A. (national telecom) - training in selling by
phone; recruitment of
call center operators, participation in Call Center Masters
Telemedia
(service call center) - consulting
in call center design; recruiting call center head; recruitment and
training of call center operators
Teleperformance
(call center outsourcer) - entry to the
Polish, Czech and Slovak markets
TIM
Call Center (service call center)- audit
of telephone sales support and recommendations for improvements;
training in telephone sales support, training for mid-management,
consulting related to strategic development of the call center,
participation in Call Center Masters
TVN24
(television station) - participation in Call Center Masters
Toshiba
Tec Poland S.A. (office equipment
distributor) - training in telephone customer care
tp.internet
(call center - service center) -
recruitment and training of call center operators and supervisors
TV
Promotion Group (infomercial sales) -
consulting in selling by phone; training of call center operators
TV-Shop
(infomercial sales) - training of call
center operators
Unima
2000 S.A. (integrator)
- training of sales personnel, participation in Call Center
Masters
Union Investment TFI SA - participation in Call Center Professionals
UPC
(telecommunication, cable TV) - audit of
telephone customer care, training in telesales and telephone customer
care, participation in Call Center Masters
UPS
(courier service) - audit of telephone customer care, training in telesales and
telephone customer care
Urząd Miejski Wrocławia (local government) - recruiting call center manager
Vattenfall
(electrical energy distributor) - participation in Call Center
Masters
Vocalcom(call center systems) - entry to the
Polish market
Wanel (trade company) - training for call center supervisors
Wiedza i Praktyka (publisher) - recruitment of call center specialists, participation in Call Center Masters
Wimed
(road
sign manufacturer) - training in telephone sales and customer care by
phone
Wind Telecom (call center
systems integrator) - participation in Call Center
Decisions
Wojewódzki Urząd Pracy
w Białymstoku (administration) - recruitment
of call center personnel (over 30
persons: call center consultants, coordinators, and in-house
trainer); training and counsulting for call centers managers;
on-line and seminar training for call center consultants
Wool Star (trade company)
- call center
audit, with recommendations related to company future developments and
developments of sales call center
Wydawnictwo
Naukowe PWN (publisher) - training of call center
operators;
recruitment of call center operators; recruitment of call center head,
audit of telephone conversations
Wyższa Szkoła
Przedsiebiorczości i Zarządzania im. Leona Koźmińskiego -
lectures on telemarketing
Wyższa
Szkoła
Zarządzania i Marketingu - lectures on telemarketing
XXX (publishing house; the
Client wishes to remain anonymous) - audit of telephone customer care;
training of call center operators
XXX (outsourcing call center; the
Client wishes to remain anonymous) - participation in Call
Center Masters
Yellowtel
(business information) - participation in Call Center Masters
Zakład
Energetyczny Płock S.A. (Operator Sieci
Rozdzielczej/Mobius)
(electrical energy distributor) - consulting in call center design;
recruitment and training of call center operators, preparation of
organizational procedures, audit of telephone conversations
Zakład
Energetyczny Płock S.A. (Dystrybucja Wschód,
Dystrybucja
Zachód) (electrical energy distributor) - training in
telephone customer care
Zig-Zag
(IT
and telecommunication company) - call center audit and training in
telesales
ZWUT, a
Siemens company - presentation on applying phone contacts
in customer care and debt collection for electric energy distributors, presentation
on applying phone contacts in gas distribution companies
