The Electronic Retailing Association

Industry News C. & E. Europe: Studio Moderna call centres among the best call centres in Europe

by Marjeta Dimnik

Studio Moderna operates 38 call centers across Central and Eastern Europe with a team of well-trained call center agents, supervisors and project managers.

Studio Moderna, finalists at the CCW Europe Excellence Awards

At the Customer Contact Week Europe event which took place in Amsterdam in October last year, the CCW Europe Excellence Awards marked the very best call center practices – among which was also Studio Moderna.

Studio Moderna won second place in the category "BEST IN CLASS CONTACT CENTRE (100+ seats)" and was listed among top 4 finalists in the category "BEST CALL CENTRE CULTURE". The competition was fierce, among competing companies were some of the established brands such as: Co-op, Tui, Ocado and others.

Bojan Lah, International Telemarketing Director, Studio Moderna said:

»We are proud to be recognized as one of the best call centers in Europe. This is a recognition of a good work done by outstanding Studio Moderna people and a motivation for future projects and encouragement forward towards even greater victories.

Call centers are an important point of contact with our customers. More than 3400 call center agents are daily in direct contact with our customers and thus play key role in ensuring quality service and good customer experience. It's vital that our teams fit-in well with our company culture therefore we aim to recruit and onboard new hires according to our values - we challenge, create, cooperate, care, deliver and grow.

Key for creating outstanding service and good sales results in business is an engaged and motivated team. This is for call centers and telemarketing in particular important. We keep our agents motivated by building the culture of collaboration, actively encouraging positive workplace environment and athmosphere, focusing on achieving clearly set goals and rewarding the teams in accordance with their sales results. Agent motivation is important to ensure call center efficiency and high performance.

We notice and appreciate top performers. Every year we recognize our best call center agents – we call them golden agents – and reward them with a trip to one of the European cities. So far our golden agents visited Venice, Prague, Istanbul, Barcelona, Rome, Athens, Lisbon, Madrid and Berlin.

Besides recognizing agents for their good work and results of the past year, we acknowledge loyalty and reward agents when they reach a milestone of 1 million € of sales. To this day more than thirty Studio Moderna Millionaires reached this remarkable milestone. We are proud of each and everyone of them! Pictures of all Studio Moderna Millionnaires have been put on the wall of fame at their home offices as well as at the company's central office.«

Studio Moderna Call Center Teams

Jevgenij Martišonok, Head of Call Center operations, Studio Moderna said:

»We have an amazing team and I believe that this is the winning formula if you want to be successful and offer your customers outstanding service. As a basketball fan I will borrow Michael Jordan's famous words: »Talent wins the games but teamwork and intelligence win the championships.« And we have really amazing teams!«

Studio Moderna is a leading omnichannel, multi-brand and direct-to-consumer electronic retailer in Central and Eastern Europe. The company offers its brands and products also in retail stores (Top Shop, Dormeo, Dormeo Home) around CEE, webstores, DRTV & homeshopping, print catalogues and at wide range of retail partners.