A.R.C.E. Contact Center
visit site- $1,000+
- 1,000 - 9,999 employees
- Kyiv, Ukraine
A.R.C.E. is a call center based in Lviv, Ukraine. Founded in 2007, the team of 52 specializes in voice and non-voice BPO/back office services.
Client Insights
Industry Expertise
30%
20%
15%
10%
10%
10%
5%
Client Size Distribution
Small Business (<$10M) 60%
Midmarket ($10M - $1B) 30%
Enterprise (>$1B) 10%
Common Project Size
$10K-$49K 2 projects
$50K-$199K 2 projects
$200K-$999K 1 project
Clients
- Vodafone
Highlights from Recent Projects
A.R.C.E. Contact Center collaborated with BlaBlaCar, a global community-based travel network, for customer support services in Ukraine. The project began with call support, with the aim of providing 24/7/365 assistance to passengers. They used Asterisk for their calling tools and developed a self-written software to gather information about the calls. Over the years, they expanded their services to include refunds and ticket support. The team size varied from 20 to 90 people, depending on the seasonality of the business. Regular feedback was provided through weekly catch-ups, monthly business reviews, and quarterly meetings. The feedback they received was positive.
The company also partnered with a visa outsourcing and technology services specialist, providing call, email, and chat support. A.R.C.E. Contact Center catered to multiple missions across the CIS region and a few European countries from 4.30 am to 10 pm, Monday to Saturday. They used the Alcatel telephony solution for this project. Regular feedback was shared in real-time, with monthly and quarterly review meetings conducted to discuss the performance and plan of action. The timelines shared were always adhered to.
In a project with Wargaming, a leading game developer and publisher, A.R.C.E. Contact Center provided multilingual customer support. They managed and maintained account, technical, and game support, and consistently reached contractually set KPIs and goals. The team handled customer requests for three different departments, providing services in Ukrainian, Russian, and English. They also provided necessary documentation and reports as per the contract. The team's performance showed continuous progress in achieving set goals.