A.R.C.E. Contact Center

A.R.C.E. Contact Center worked with BlaBlaCar, a community-based travel network, to provide customer support for passengers in Ukraine. The project started seven years ago with call support and has since expanded to include refunds and ticket support. A.R.C.E. developed a self-written software to gather information about the calls, such as the reason for the call and customer satisfaction scores. The team size fluctuated between 20 to 90 people depending on business seasonality. Feedback about A.R.C.E. was positive, with regular meetings and open communication channels for any questions or concerns.

The company also partnered with Wargaming, a leading game developer, to provide multilingual customer support. A.R.C.E. managed and maintained account, technical, and game support, achieving contractually set KPIs and goals. The team provided services in Ukrainian, Russian, and English, with plans to expand the number of languages in the future. The ARCE team showed continuous progress in achieving set goals, and they were praised for their high ratings and great culture fit.

In addition, A.R.C.E. provided contact center support for a visa outsourcing company across the CIS region and several European countries. The company chose A.R.C.E. for their technology, infrastructure, services, cost, and language capabilities. A.R.C.E. provided call, email, and chat support from 4:30 am till 10 pm Monday to Saturday. The telephony solution supported by A.R.C.E. met all the requirements in terms of capturing all the required information and delivering the requested detailed report. Regular monthly and quarterly review meetings were conducted, and feedback was shared in real time.