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One call may be all you need to secure first-class customer service, says Competence Call Center


It is increasingly the case that qualitative customer service helps to secure a decisive market advantage with competent customer service deciding a company’s economic success. Qualitative, superior customer service which is both transparent and efficient provides a competitive edge in a liberalised market. This is why many companies choose to entrust their customer service to professional call centre partners.

The trend towards call centre outsourcing is a strategic decision spanning all sectors, organisations
and countries. Market liberalisation,
focus on core operations and variable costs are all reasons for customer care outsourcing. As a result, the rapid growth of the call centre sector will continue over the next few years.

As a professional call centre partner, Competence Call Center (CCC) has the required know-how, technical capacity and personnel resources to provide companies from many different sectors with professional customer care services.

Focus industry: eCommerce

Since its foundation, CCC has established itself as an international full-service provider in the quality segment in all markets where it is represented. Our success has been rewarded with 41 international awards for cross-industry and interdisciplinary projects. Competence Call Center works with partners in a variety of industries, such as telecommunication, tourism, consumer goods, finance and insurance.

Especially in the fast growing eCommerce industry, Competence Call Center offers the know-how for providing high-quality outsourcing services.

CCC covers the whole value added chain relevant for eCommerce companies through international partnerships with leading online market places, eTailers, ePayment systems, eGaming portals, logistics providers, mobile devices producers, online media and so on.

As a strategic partner, CCC provides solutions for all customer care relevant topics – both B2B and B2C – including:

l Customer service – pre- and after-sales – via telephone, e-mail, fax, letter, live chat, forums, social media

l Sales support incoming and outgoing according to the local legislation

l Seller consultation

l Risk management

l Technical support, including remote service

l Community management and moderation

l Fraud prevention

l Mediation services

CCC partners benefit from multiple years of eCommerce experience providing solutions ranging from start-up companies to international market
leaders. Being one strategic partner for
all customer care relevant services we provide international solutions covering more than 25 languages. Combined
with individually tailored solutions based on our partners’ specific requirements,
we have all relevant customer care
tools available.

In the branch publication “Best Customer InterACTion – Creating Exceptional Customer Experience in the Contact Centre”, Competence Call Center deals with the industry trends in the online and eCommerce sector.

Recently Competence Call
Center presented its broad industry experience 2013 to the local and international participants at the eTail Europe, the premier multi-channel retail event in Europe.

Call Center Convention

Since 1998, CCC has been hosting the annual Call Center Convention, the industry highlight for directors, decision makers and managers of the call centre and customer care world. In their keynote speeches, international experts present concise insider information and knowledge transfer of the best in Europe and discuss the latest developments and trends in the industry.

On Thursday, October 10, 2013 in Paris, the Customer Care Industry will meet for knowledge exchange while looking far beyond industry borders. To the topic of “Global Trends from Global Players – Discover new ideas for innovation and talent development on a global scale” you will hear keynote speeches from international top brands.


The speakers of this year’s Call Center Convention include:

l Marcus Nessler, Senior Manager Customer Relations, Samsung Electronics

l Philip Vanhoutte, Senior VP and Managing Director E&A, Plantronics

l Alfons Livers, Head Customer Service Center, UBS

l Jean-Marc Codsi, Vice President, Global Customer Experience, eBay


You will learn how these companies and more secure their international success, foster innovation and anticipate future trends at the 16th Call Center Convention.

The event´s moderator is Manfred Stockmann, president of the German
Call Center association (CCV).

The highlight for the event in Paris will be the awarding of the 8th CCC Special Award, which is presented to an outstanding personality to recognise their achievements in the industry.

The Call Center Convention is an international call centre and customer care event and promotes the exchange of experiences among international industry experts. With the goal to professionalise and develop the image of the call centre industry, the Call Center Convention was launched in Vienna in 1998 and is now a fixed component of the international call centre industry.

Once a year, it brings together international experts who provide valuable business input on the topic of customer service and provides a foundation for an exciting exchange of ideas.

The highlight of the event each year
is the awarding of the CCC Special
Award to an outstanding personality within the industry.


16th Call Center Convention is on October 10, 2013, Le TapisRouge, Paris
For information and registration, email


About Competence Call Center

Competence Call Center is a financially strong, rapidly expanding company with a clear focus on quality. More than 4,500 service professionals at 10 locations (Berlin Friedrichshain, Berlin Prenzlauer Berg, Bratislava, Bucharest, Dresden, Istanbul, Leipzig, Paris, Vienna and Zurich) in seven countries (Germany, Austria, France, Romania, Switzerland, Slovakia, Turkey) offer first-class international call centre services.


At Competence Call Center, customer satisfaction through service quality is the focus of our attention. Continuous employee training and the latest methods and technologies ensure that we take top place in many international competitions.


In our experience, only outstanding working conditions will produce outstanding achievements. All CCC locations are therefore identically furnished and offer the same additional benefits and an open-space policy with flexible workplaces within the teams.


We have proven to be competent
many times over and kept our promises with incoming hotlines, outgoing campaigns, email communication
and written customer communication in more than 100 million customer contacts.



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