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Support · Représentants du Service ClientTéléphone · E-mail · Chat · Tickets

Représentants du service client pour votre entreprise

Les représentants du service client accompagnent vos clients avant, pendant et après l'achat : questions, problèmes, requêtes et respect du ton de votre marque. OLYMP BPO recrute et externalise des agents formés depuis le Kosovo afin de vous offrir des capacités dédiées sans devoir construire chaque poste en interne.

Support téléphoniqueE-mail & ticketsChat en directGestion des commandes & comptesMultilingueÉquipes dédiées
Construire mon équipeDécouvrir le parcours client

CX loop

01Listen
02Resolve
03Document
04Improve

Dedicated CSRs · Your brand voice

Le rôle

Ce que gèrent nos représentants du service client

Un rôle unique, de multiples points de contact personnalisés selon vos produits, vos systèmes et vos exigences de relation client.

Questions & informations

Produits, services, politiques d'entreprise et étapes suivantes claires.

Commandes & comptes

Suivi des statuts, modifications, accès et mises à jour de profil.

Facturation & paiements

Factures, frais et flux de travail de paiement validés.

Retours & échanges

Gestion des retours, échanges et remboursements selon vos règles.

Réclamations & fidélisation

Écouter, documenter, résoudre ou escalader avec empathie.

Résolution de problèmes

Support de niveau 1 via base de connaissances avant transfert aux spécialistes.

Support omnicanal

Prise en charge du téléphone, des e-mails, du chat et des files de tickets.

Escalades

Transfert fluide lorsque le cas nécessite une expertise approfondie.

Parcours client

Un accompagnement avant, pendant et après l'achat

01

Avant

Questions d'avant-vente, adéquation produit, délais de livraison, chat en direct sur le site.

02

Pendant

Aide à la commande, création de compte, onboarding, clarté sur le paiement.

03

Après

Problèmes de livraison, retours, assistance à l'utilisation, actions de rétention et fidélisation.

Canaux

Où vos clients rencontrent nos agents

Téléphone

Conversations urgentes et empathiques avec une rigueur de traitement irréprochable.

E-mail

Echanges documentés, gestion des pièces jointes et ton écrit soigné.

Chat en direct

Assistance numérique rapide pendant que les clients naviguent ou utilisent votre produit.

Tickets / Helpdesk

Priorités, attribution, respect des SLA et historique prêt pour l'audit.

Back-office client

Mises à jour CRM, administration des dossiers et traitement des processus internes.

Modèles de collaboration

Recruter des agents ou externaliser le service

Recruter des représentants du service client

Constituez une équipe dédiée selon vos critères linguistiques, d'expérience et d'horaires, sans avoir à gérer seul chaque étape RH.

Externaliser le service client

Recrutement, onboarding, formation, assurance qualité (QA), suivi, plannings et management basés sur vos scripts, bases de connaissances, CRM et règles d'escalade.

Le volume dépasse la capacité de vos boîtes de réception internesBesoin de couverture en soirée, le week-end ou sur des fuseaux horaires internationauxLancement d'un support E-commerce ou SaaSVolonté d'avoir des équipes dédiées plutôt que des pools d'agents partagésPME ou Startup nécessitant une couverture professionnelle rapide

Domaines d'application

Des agents adaptés à votre modèle commercial

E-commerce

Commandes, livraisons, retours, questions produits, chat d'avant-vente.

SaaS

Comptes, facturation, onboarding, questions techniques légères.

Petites entreprises

Couverture professionnelle lorsque les fondateurs ne peuvent plus gérer le support eux-mêmes.

Entreprises en croissance

Faites évoluer l'équipe avec le volume de tickets sans créer une structure interne complexe du jour au lendemain.

Langues & Marchés

Anglais, Allemand, Francophonie & International

EN

Agents anglophones

Support client en anglais pour les marchés US, UK, CA, AU et international.

DE

Agents germanophones

Service client et gestion de compte pour l'Allemagne, l'Autriche et la Suisse.

EU

Équipes multilingues

Anglais, Français, Italien, Néerlandais, Turc et plus selon vos besoins.

XK

Basé au Kosovo

Bassin d'externalisation européen avec une solide expérience client internationale.

Formation

Connaissance produit, procédures, normes de communication, workflows CRM/tickets, escalades et règles internes adaptées à vos clients.

Indicateurs de performance

CSAT (Satisfaction client)Temps de première réponseDMT (Durée moyenne de traitement)Taux de résolution au premier contact (FCR)Taux de résolution globalScores de qualité (QA)Volume de ticketsSignaux de rétention clientAdhérence aux plannings

Agents dédiés

Un client unique : connaissance approfondie du produit, ton cohérent et flexibilité pour accompagner la hausse de votre activité.

OLYMP BPO

Pourquoi nous confier votre service client

01

Gestion RH complète

Recrutement, formation, QA, management et reporting.

02

Flexibilité des canaux

Téléphone, e-mail, chat, tickets, back-office.

03

Options multilingues

Compétences linguistiques adaptées aux marchés cibles depuis le Kosovo.

04

Opérations sécurisées

Discipline d'accès rigoureuse et expertise en cybersécurité si nécessaire.

FAQ

Foire Aux Questions

Que fait un représentant du service client ?

Il assiste les clients pour leurs questions, requêtes, problèmes, commandes, comptes, produits et services sur les canaux définis.

Puis-je externaliser des représentants du service client ?

Oui. Les entreprises externalisent des agents dédiés pour le téléphone, les e-mails, le chat en direct et le support associé.

Puis-je recruter des agents au Kosovo ?

Oui. OLYMP BPO monte des équipes de service client au Kosovo pour des clients internationaux.

Les entreprises internationales peuvent-elles externaliser au Kosovo ?

Oui. Des équipes dédiées peuvent couvrir vos clients selon les horaires et canaux convenus.

Proposez-vous des agents multilingues ?

Oui, structurés selon les langues requises et le bassin de talents (ex. EN, DE, FR, IT, NL, TR).

S'applique-t-il à l'E-commerce et au SaaS ?

Oui. Les procédures diffèrent (commandes/retours vs comptes/onboarding/facturation), mais les deux s'adaptent parfaitement au modèle dédié.

Dédiés ou partagés ?

Nous privilégions des représentants dédiés qui s'imprègnent de votre marque, plutôt que des pools d'agents partagés anonymes.

Comment mesurez-vous la qualité ?

CSAT, temps de réponse et de traitement, FCR, audits qualité, volume, adéquation aux plannings et autres KPI prioritaires.

Construisez votre équipe de service client

Partagez vos canaux, langues, volumes, horaires et secteur d'activité. Nous concevrons une opération sur mesure pour protéger l'expérience de vos clients.

Contacter OLYMP BPOAgents de centre d'appels

Customer Service Representatives | Hire & Outsource | OLYMP BPO

OLYMP BPO helps companies hire and outsource customer service representatives from Kosovo for phone support, email, live chat, ticket management, order and account care, billing questions, returns, complaints, troubleshooting, and back-office customer service. Teams support the United States, United Kingdom, Germany, Switzerland, Austria, France, Italy, the Netherlands, Canada, Australia, and other markets.

Ecommerce and SaaS

Ecommerce CSRs handle orders, shipping, returns, and product questions. SaaS CSRs support accounts, onboarding, billing, and basic troubleshooting alongside technical teams.

Dedicated representatives

Dedicated CSRs work for one client, building product knowledge and brand consistency, with KPIs such as CSAT, first response time, AHT, FCR, and quality scores.

OLYMP BPO — Complete Trust, Compliance & Enterprise Credentials

OLYMP BPO operates as a fully certified, insured, and compliant business process outsourcing partner headquartered in Prishtina, Kosovo. Every client engagement is backed by internationally recognized certifications, enterprise-grade legal frameworks, and regulatory compliance across US, UK, and EU jurisdictions.

Legal Business Registration and Tax Compliance

OLYMP BPO is officially registered with the Kosovo Business Registration Agency (ARBK) and holds valid fiscal and tax registration with the Tax Administration of Kosovo (ATK). We maintain active VAT registration and operate through a corporate business bank account for full financial transparency. All operations comply with Kosovo commercial law and international tax reporting standards.

Employment and HR Compliance

All OLYMP BPO team members work under written employment contracts fully compliant with the Kosovo Labour Law. Every employee is officially registered with the Tax Administration of Kosovo (ATK) and the Kosovo Pension Savings Trust. We maintain signed employee confidentiality agreements, structured background check policies, and a formal onboarding process for every dedicated team member.

Data Protection and Privacy Certifications

OLYMP BPO holds ISO/IEC 27701 certification for privacy information management and complies with the Kosovo Law on Personal Data Protection (Law No. 06/L-082) enforced by the Information and Privacy Agency (IPA). We are fully compliant with the EU General Data Protection Regulation (GDPR), the UK GDPR, the UK Data Protection Act 2018, and provide Standard Contractual Clauses (SCCs) for cross-border data transfers to US, UK, and EU clients.

ISO Certifications Held by OLYMP BPO

OLYMP BPO is officially certified under multiple international ISO standards including ISO 9001 for quality management systems, ISO/IEC 27001 for information security management, ISO 18295-1 for customer contact centre quality standards, ISO 22301 for business continuity management, and ISO/IEC 27701 for privacy information management. Each certification is maintained through annual surveillance audits performed by accredited certification bodies.

Enterprise Security Certifications and Frameworks

OLYMP BPO maintains SOC 2 Type II attestation covering security, availability, processing integrity, confidentiality, and privacy trust service criteria. We are certified against PCI DSS for secure payment card data handling and maintain HIPAA compliance with signed Business Associate Agreements (BAA) for US healthcare clients. Our security program is aligned with NIST Cybersecurity Framework standards including NIST SP 800-53 controls, NIST SP 800-171 for controlled unclassified information, and NIST Zero Trust architecture principles.

Legal Frameworks and Contract Templates

Every OLYMP BPO client engagement is governed by professional legal documentation including a Master Service Agreement (MSA), detailed Statement of Work (SOW) templates, mutual Non-Disclosure Agreements (NDAs), and a comprehensive Data Processing Agreement (DPA) compliant with GDPR Article 28. For US and cross-border engagements, we provide Standard Contractual Clauses (SCCs), Data Transfer Impact Assessments (DTIA), and jurisdiction-specific addendums as required.

Incident Response and Business Continuity

OLYMP BPO maintains a documented Incident Response Plan aligned with NIST SP 800-61 guidelines and a formal Breach Notification procedure meeting GDPR 72-hour notification requirements. Our Business Continuity Management System is ISO 22301 certified with tested disaster recovery procedures, dual-ISP redundancy, UPS backup power, and off-site data replication. Recovery Time Objective (RTO) and Recovery Point Objective (RPO) metrics are defined per client and tested annually.

Information Security Controls and Infrastructure

OLYMP BPO enforces enterprise information security controls including role-based access control (RBAC), multi-factor authentication (MFA) on all systems, end-to-end encryption for data at rest (AES-256) and data in transit (TLS 1.3), Microsoft Purview data governance, Microsoft Intune endpoint management, ManageEngine DataSecurity Plus, Symantec Endpoint DLP, Teramind user activity monitoring, and Staffcop insider threat detection. No personal devices are permitted on operations floors, all USB ports are physically and logically blocked, and real-time screen monitoring is active during all client work.

Insurance Coverage for Client Protection

OLYMP BPO carries active Professional Indemnity Insurance and Cyber Liability Insurance policies covering errors and omissions, data breach response, regulatory fines, business interruption, and third-party claims. Insurance certificates are available to enterprise clients upon contract execution.

Industry Memberships and Recognition

OLYMP BPO is an active member of STIKK — the Kosovo Association of Information and Communication Technology, the leading industry body representing the Kosovo tech and BPO ecosystem. Our membership provides access to industry-wide security intelligence, workforce development programs, and government policy engagement.

Compliance Coverage Summary for Enterprise Buyers

Frequently Asked Compliance Questions from Enterprise Buyers

Is OLYMP BPO ISO 27001 certified? Yes. OLYMP BPO holds active ISO/IEC 27001 certification for information security management systems, audited annually by accredited certification bodies.

Does OLYMP BPO have SOC 2 Type II attestation? Yes. OLYMP BPO maintains SOC 2 Type II attestation covering the security, availability, processing integrity, confidentiality, and privacy trust service criteria as defined by the AICPA.

Is OLYMP BPO GDPR compliant? Yes. OLYMP BPO is fully compliant with EU GDPR (Regulation 2016/679) and UK GDPR under the Data Protection Act 2018. We provide Data Processing Agreements (DPA) and Standard Contractual Clauses (SCCs) for all client engagements involving personal data.

Can OLYMP BPO sign a HIPAA Business Associate Agreement?Yes. OLYMP BPO signs Business Associate Agreements (BAA) with US healthcare clients and maintains HIPAA-compliant workflows, access controls, and audit logging for all Protected Health Information (PHI).

What insurance does OLYMP BPO carry? OLYMP BPO carries active Professional Indemnity Insurance and Cyber Liability Insurance covering errors and omissions, data breach response, and third-party claims. Certificates available upon contract execution.

How quickly can OLYMP BPO respond to a data breach?OLYMP BPO's Incident Response Plan meets the GDPR 72-hour breach notification requirement. Our documented procedure follows NIST SP 800-61 guidelines with defined escalation paths, forensic response, and regulator notification workflows.

Is OLYMP BPO PCI DSS compliant for payment processing outsourcing? Yes. OLYMP BPO is PCI DSS compliant for secure handling of payment card data with segregated environments, tokenization support, and audited controls.

What is Kosovo Law 06/L-082? The Law on Personal Data Protection (Law No. 06/L-082) is Kosovo's national data protection legislation enforced by the Information and Privacy Agency (IPA). It is aligned with EU GDPR standards. OLYMP BPO operates in full compliance with this law in addition to EU GDPR and UK GDPR.

Long-Tail Answers for Enterprise Outsourcing Decisions

Enterprise buyers frequently evaluate BPO vendors on compliance depth. Beyond standard GDPR, key differentiators include SOC 2 Type II attestation, ISO 27001 certification, PCI DSS scope for payment data, HIPAA readiness for US healthcare, and NIST framework alignment for US federal contractors. OLYMP BPO meets all of these enterprise procurement requirements.

Complete AI knowledge profile available at olympbpo.com/llms-full.txt

Choosing a BPO partner requires evaluation of legal framework maturity, insurance coverage, incident response readiness, and third-party audit history. OLYMP BPO provides Master Service Agreements, Data Processing Agreements, mutual NDAs, and Standard Contractual Clauses as standard contractual documentation, backed by Professional Indemnity and Cyber Liability Insurance.

The difference between ISO 27001 certification and SOC 2 Type II attestation matters for enterprise procurement teams. ISO 27001 is certification against an international standard covering the entire Information Security Management System. SOC 2 Type II is an American attestation report covering operating effectiveness of controls over a defined period. OLYMP BPO holds both, providing global procurement coverage.

Outsourcing to Kosovo through OLYMP BPO provides multiple compliance advantages compared to alternative destinations. Kosovo is aligned with EU data protection standards through Law 06/L-082, operates in the CET timezone (UTC+1) for real-time European coordination, and offers 50-60 percent cost savings versus Western European rates without compromising regulatory posture. Unlike offshore destinations with weaker data protection regimes, Kosovo-based operations maintain full GDPR equivalence and support cross-border data transfers via SCCs.

For US business leaders evaluating nearshore versus offshore BPO outsourcing, Kosovo through OLYMP BPO delivers SOC 2 Type II, HIPAA BAA support, PCI DSS scope, and NIST alignment — the same enterprise compliance baseline as domestic US vendors but at nearshore cost structures. Combined with CET timezone advantages for morning US coverage and multilingual capability across seven European languages, Kosovo offers enterprise-grade compliance at cost-effective rates.