I am an “Outsourcing Professional”: Violeta Roșu
With an experience of over 9 years in Customer Service and leading large call center teams, we strongly recomand Violeta Roșu, Managing Partner Blue Point Call Center as a true Outsourcing professional!
Violeta accepted Outsourcing Advisors invitation to give us her perspective on Outsourcing Industry.
- You are familiar with the Romanian service industry since 2003, how do you see customer expectations evolution since 2003 till present?
The Romanian service industry has come a long way from 2003 and customer expectations have evolved accordingly.
Initially, Romania emerged as an outsourcing destination on the European map for its low cost profile and for its proximity to the main European business centres. A few years down the road and one major economic crisis later, these key reasons kept their validity allowing established companies and major corporations to consider Romania for their inbound and outbound needs.
Moreover, customer expectations have evolved in a positive way along the years thanks to the existing potential in human resources, which permitted Romania to launch on the market high skilled professionals in technical fields and a large number of individuals competent in foreign languages.
Constant communication with the European space continues to influence the local work environment and I am proud to be part of the current service industry that manages to deliver better customer support with respect to the latest demands for quality in the market.
- You are a leader of one of the local call centers who managed to pass successfully the economic crisis interval when many call centers just disappeared from local map. Which are the secrets of your leadership success?
It is true the past economic crisis left its mark on the local economy and the entire service industry has been affected to a certain degree.
Though our company preserved its momentum and continued to grow over the years, I must admit that we were ready to consider new strategies in order to adapt to the latest changes in the market.
Do we have a secret for our leadership success?
To be honest with you, I don’t know if we have a secret, but we do have over 300 people working in Blue Point for more than 30 different clients. So, if I have to name a secret for our leadership success, that is our need to set an example and place the individual in the centre of our activity, no matter we talk about an employee or about one of our clients’ customers.
- As a leader of a call center business, motivating employees is a critical success factor – could you give us some example from your practice? How do you motivate your direct reports?
It is a very good question and I am glad I have the chance to answer it. As I replied in the previous question, our leadership model is to place the individual at the centre of our activity and provide trust and support.
To clarify things a bit, I have to say that though it’s important to provide your employees with professional trainings and fun team building events, we do not stop there. To keep people within your company, you have to involve people in your everyday activities and offer possibilities for development.
We have to remember that managing a call center means to be surrounded by young people, who are interested in social interaction activities, learning new skills and engaging in new work experiences.
Most of the time, our company becomes their first job opening and we are aware of this challenge.
- What differentiates Blue Point from other similar call center businesses, active in Romania?
Our company has become active in 2007 in the service industry and from that moment on, we did our best to be different from our competitors by employing a bespoke approach to every client that needed our services.
To keep our edge in the market, we deploy efforts to understand our clients’ philosophy and align their interests with our own. After a few years in the industry, we have come to be recognized by some of our clients as a separate department in their companies and treated accordingly.
For that reason, we continue to work with our clients and we are delighted to be considered as trustful partners.
- Which is your vision about Blue Point evolution for the next 3 years?
We are obviously interested to evolve in the following years and add more clients to our portfolio, which in return will allow us to recruit more candidates for the new created positions.
Nevertheless, we are interested not only in growing inside the service industry, but reach out to new areas and fields of interest offered by the flourishing IT industry in Romania.
We must not forget that Romania produces some of the highest numbers of IT professionals in the European Union and we work to implement new departments of research inside our company where their skills could be used with success.
- Dealing with customers it is not always easy, could you share with us top 3 challenges in interacting with your call center customers?
First of all, I have to say that working with people is not easy and I do believe that you require a high degree of flexibility and empathy in order to develop a strong long term relationship with a client.
We need to remember that every new client brings along new customers, and these customers come with different needs. Therefore, keeping your mind open to new challenges is a necessary condition in our field of activity.
However, if I have to specify 3 top challenges our company encountered along the years, I would name the following:
- hiring a large new team for a new project in a very short period of time;
- hiring new people with rare foreign languages skills;
- implementing the door to door way of selling, a new service that we just launched.
- Could you share some of the key projects implemented for improving customer service, in your business?
We have more than 9 years of experience in this field of activity and along the years we have developed multiple methods and strategies to respond to our clients’ demands.
Though we don’t want to disclose the key projects that enhanced our customer service level, we are able to mention our continuous drive to maintain a pro-active attitude towards our clients’ businesses so that we may find the best ways to deliver more than the required support services.
For instance, to optimize a business, we noticed that it is possible for our people to cover administrative tasks too in order to allow the client focus on the most important parts of the business, like promotion, marketing and sales.
Additionally, since we are dealing with a high number of businesses from many industries, our level of expertise increased and we are now able to come up with a set of recommendations for clients that require our assistance.
- How the future sounds for Violeta Rosu?
The future sounds great!
I am very excited to grow along Blue Point and, together with my associates, we are quite thrilled to take Blue Point to the next level.
At the same time, I trust Romania will improve its economic background and with so many talented professionals out there, I am certain the local market has not revealed its full potential for the players in the service industry.
Though the future may still deliver some unexpected surprises, I am determined to continue my work to create stable business relationships and deliver the best services for our clients and partners.
- How do you balance professional with personal life?
I must confess that keeping the right balance between professional and personal life is not an easy thing to do. Many times, I have to say, these two areas of life collide and it’s hard to say where one ends and the other begins.
But, I guess I’m not the only one who deals with this challenge and I believe that if you are passionate about what you do, the two areas of life should not be separate.
Finally, I have to say it: I love what I do! I love working with people for people, helping my colleagues grow and knowing our help is appreciated by our clients.
- Which are your current hobbies?
One of my favourite hobbies is photography.
I love taking long walks in the park or into the mountains to catch a glimpse of life or discover the beautiful landscapes for which Romania is famous. For me, photography is also a way to relax and unwind, forget about work for a while and simply have fun in a natural environment.
- What book do you read these days?
I recently read “Drive: The Surprising Truth About What Motivates Us”, by Daniel H. Pink.
I found it quite interesting due to its insights into the human psychology and the way individuals connect their personal lives to their work experiences. Apparently, it is not a bad idea to empower your employees and give them a sense of accomplishment and progress.
I strongly recommend this book to people trying to achieve a better work-life balance.
- You participated recently at Romanian Outsourcing Summit, do you have any advice, suggestion for the Romanian Outsourcing Community?
I was happy to participate in the Romanian Outsourcing Summit and be part of a great community of professionals and experts in the field.
I agree with the ideas that were discussed there and I strongly believe that we need to take advantage of the present growth in the Romanian IT world. Additionally, we need to continue building better businesses, improve the overall market environment and impose our point of view in the larger European context of the IT industry.
Determined, proactive and hardworking – Violeta Roșu is a Senior Romanian Outsourcing Professional!