Significo

Significo was hired by HŽPP, a passenger transportation company, to provide call center services. The goal was to offer information and customer support to the company's users. Significo's team of 6-10 employees was responsible for providing information about transport prices, timetables, user terms, and other services via phone and email. They also updated the HŽPP website, developed the Contact Centre's Rules of Procedure, and kept records of agent quality and customer complaints. The project was successful, with Significo meeting the company's requirement of less than 2% incorrect responses and delivering a quality score of at least 2.80.

In another project, Significo was engaged by Grand Auto d.o.o., a car retail operation, to provide customer support services. The company aimed to increase customer satisfaction and first call resolution. Significo's team was tasked with providing first-level customer support, offering general information about products and services, and forwarding information for second-level services. The project was a success, with key business indicators such as the number of received calls, the average time until an agent answers, and the number of resolved inquiries during the first call all improving. As a result, Grand Auto saw an increase in customer satisfaction and realized how many opportunities they had previously missed due to employees not having time to answer every call.