Driving BPO Excellence with Mediatel Data’s Contact Center Platform

Background

Metrica, part of Mediaposte Hit Mail Group, is a leading BPO provider in Bulgaria, delivering outsourcing services for national and international clients. Their expertise covers customer care, telemarketing, direct sales, fulfillment, and database services.

Metrica relies on Mediatel Data’s Contact Center Platform to handle large volumes of interactions, support business growth, and consistently deliver high-quality service to its clients.

Challenges

As a fast-growing BPO, Metrica needed to:

• Manage large volumes of inbound and outbound calls across multiple clients.
• Improve operational efficiency without compromising quality.
• Provide agents with integrated tools for faster, more accurate responses.
• Explore automation (chatbots) to further enhance scalability.

Solution

Mediatel Data implemented its Omnichannel Contact Center Platform, providing:

1. ‍Smart call routing and automated dialing for higher efficiency.‍
2. Advanced reporting and monitoring to ensure SLA compliance.
3. All customer info & tools in one screen.
4. High-availability architecture for uninterrupted service delivery.

Results

Metrica achieved measurable improvements with Mediatel Data’s platform. Smarter routing and automation increased efficiency, while a unified interface enabled faster, more accurate responses. The result: higher productivity, improved customer satisfaction, and a stronger position as a trusted BPO partner.

Metrica’s Perspective

Working with Mediatel Data has enabled us to increase efficiency, improve service quality, and innovate our outsourcing model.

The platform supports our day-to-day operations reliably, while the chatbot projects show the forward-looking direction of our partnership.

Milena Ramcheva, Executive Director

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The partnership between Metrica and Mediatel Data shows how a reliable contact center platform can transform BPO operations. With advanced technology and flexible support, Metrica achieved measurable gains in efficiency, productivity, and customer satisfaction, while ongoing chatbot initiatives highlight the innovative path forward.

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