" 100% transparency is scary: We go that extra mile anyway "

News

We welcome SCARLET

NewCo is very pleased to welcome Scarlet as a new client. As of February 2015 we will handle as well administrative as technical support request from Scarlet Customers. We will support all Scarlet's products: internet, fixed telephony, mobile telephony and television. These "quadruple play" Customer Care Services will be offered in French and in Dutch via telephone, email, chat and letter from Monday to Saturday and from 09:00 until 21:00.

 

We welcome BASE

After having worked quite some time for Jim Mobile, Base Company confirmed their trust in NewCo Communications. As of October 2014 we are handling all activation calls for BASE pre-paid solution sold outside their Base-Shops. We shall handle these activation calls 24 hours a day, 7 days a week for French, Flemish and English speaking Customers. At the same time Base has also trusted us the care of all
activations calls of two of their MNVO Partners: Allo RTL and Contact Mobile.

 

Best Partnership Award

NewCo Communications wins the prestigious “Best Partnership Award” with Ortel Mobile In the Royal Caviars Edition 2014.

On May 27, 2014 the eminent Belgian Federation of Contact Centers (contactcenters.be) has awarded for the sixth time the CAVIARS. These awards are granted to companies which have distinguished themselves during the past year in the Belgian contact center sector. In this Royal Edition the jury was composed by a mixture of academics (university professors) and top company executives, what gave the signification of the 2014 award an extra dimension and value.

NewCo has won with this highly ambitioned award for their unique partnership with Ortel Mobile. Ortel Mobile is one of the largest European providers of prepaid telecommunications services. Ortel Mobile is part of the Base/KPN group. NewCo Communications is a Belgian company, founded in 2010, fully focused and specialized in multi-lingual near-and offshore contact center BPO solutions.

 

Remarkable detail of the submitted case-study is that Ortel’s integral (multi-lingual) customer care takes place in an offshore environment. NewCo serves Ortel Mobile from their site in Casablanca, Morocco. Next to the high importance of partnership in outsourcing, NewCo clearly proves with hard facts and figures that offshoring means much more than just a strong reduction in cost. NewCo’s offshore offer has no impact at all on the quality and customer experience, on the contrary! To give an indication: the NPS (Net Promoter Score), a well-known barometer for the quality of service and customer experience, is close to 40, which is one of the best scores in the European telecommunications industry.

NewCo applies a very refreshing, inspiring and innovative approach in the relationship with their clients, which is translated in a total transparency, pro-activity and commitment. NewCo has the reputation always to go the Extra Mile for their clients resulting in strong partnerships without Frontiers.

 


Eddy Van de Poel joins NewCo

"I'm extremely pleased to go back to the BPO Industry. Omega3C is a great Company with great products, but bear in mind that I have been active in the BPO for over 20 years, I realized that I really missed the BPO business too much. Of all opportunities presented to me, I have been the most impressed and charmed with NewCo Communications. NewCo is certainly not the biggest player in Belgium, but for sure the one with the biggest growth potential. They are a very Client-centric team, passionate by operational excellence and apply a unique operational approach and model, based on transparency, pro-activity and high flexibility. Because they are a young organization they do not carry any Historic burden from the past which permits them to have one of the most 'State of the Art' technology platforms; completely open to the demands and needs of the future Social and digital Customer. It will be a real pleasure and honor to join the team and I'm looking forward to this new exciting step in my career."

1987: Eddy started his career in the Contact Center Industry.

1993: Eddy founded his Contact Center BPO company in Belgium: 'Merit Communications'.

1996: Merit Communications merges with Sitel, a global leader in Contact Center outsourcing industry. In Sitel Eddy held several global Executive functions.

2003: Eddy's is appointed as C.O.O. of Sitel EMEA; accountable for the P&L of all Sitel-EMEA operations.

2011: Eddy decided to give his career a new direction and challenge and he joined (as Partner) Omega3C, a Company specialized in Contact Center Performance Management solutions.

2014: Eddy returns to the BPO industry.

Eddy will be responsible to support Marc and John in the strategic and tactical business development of NewCo.

 

We welcome Jim Mobile

Base Company confirmed their trust in NewCo and as of March we shall be handling all activation calls for their pre-paid solution sold outside their Base-Shops.  We shall handle these activations calls 24 hours a day,  7 days a week for French and Flemish speaking Customers

 

Joint Venture with CBis Com

It was already pending for some time that we would take the next step. Since 2012 both shareholders of NewCo already took a personal interest in Cbis Com to confirm our  partnership and to guarantee continuity for Cbis Com as well as NewCo.  2013 showed that this involvement paid off and that for both companies it would strategically be the best decision to formalize between Companies; this means that NewCo has now officially become Co-Shareholder and will be represented in the board by Marc Ternest and John Holst.

 

We welcome Transatel France

We thank Transatel for their trust in NewCo. As of February we are responsible for the total Customer Service of Le French Mobile by Transatel.  We had been in contact already for quite some time and both Companies were just waiting for the right opportunity to start a first collaboration. As often happens , it all came just at the last minute but together we managed to set up the project in a very short time still measuring up the High quality standards of Transatel. We will be handling their Customer calls, e-mails  and Chats sessions i n French, Dutch and English.

 

Caviars Awards 2014 in the category “Best Partnership”

NewCo Communications submitted in January in collaboration with our client “Ortel Mobile” a business case for the Caviars 2014 in the category “Best Partnership”.   NewCo  and Ortel Mobile are working together since 2010 and the contract has recently been extended for a new period of 3 years. We are very proud of this very successful and excellent partnership with Ortel Mobile, and therefore we are delighted to give extra value and attention to this unique partnership via the prestigious Caviars Contact Center Awards,  an initiative of Contactcenters.be (the Belgian association of contact center providers). On 27th of May the Winner of the award will be published.

 

Januari 2013

NewCo comes to an agreement with Ortel Holding to bring on board Gaël Morange, former Customer Care Manager for all Ortel Countries.

Quote John Holst (Shareholder):

“This is a perfect example where 2 companies benefit in a maximum way ! Gaël Morange has been several years the guys who took care of Ortel Customer-service; each country had an absolute blind trust in his competence and his ability to turn ideas into reality. A very professional manager who is always persecuting perfection and pushing the limits. We catched ourselves a highly skilled professional and Ortel  feels that they are taken care of someone they know. What more do we all want ?”

 


December 2012

Under pressure of several more or less aggressive América Móvil actions as shareholder, KPN made several  decisions  in an attempt to save or benefit of several niche market activities. Amongst those was Ortel Holding, owner of all Ortel branches in Europe,  that  was split up in 5 independent countries.  Ortel Germany is now resorting under E-Plus, Ortel France is operating independent, Ortel Belgium resorts under Base, Ortel Switserland was sold to a Private investment-Group and Ortel Spain became independent through a Management Buy-out.

NewCo Signed with all 5 Ortel Countries a new 3-Year contract
for their Customer Service and Dealer Support.


Quote Marc Ternest (Shareholder):

“It is tough to see this evolution where synergie between Ortel Countries risk to come to an end. On the other hand we also feel that each individual countries has more independency and can make quicker decisions. Short decision lines only benefit the effectiveness in reacting on local competition. We thank each Ortel Country in the trust they gave us and to engage with us an periods of 3 years. We shall be as flexible for each of them as required and we are sure we will not let them down !”

 


Oktober 2012:

Solid and trustful partnership: That are the 2 key-elements that made the decision very easy for the two shareholders of NewCo Communications to decide to invest on a personal base in the company CBis.Com.

“We have now been working for over 2 years with CBis. They have been our partner as of day 1 of the start of NewCo Communications and in all that time they have never let us down or have been disappointing towards our customer’s clients. Their flexibility as well as their profound understanding of the business made it very easy for Marc and me to come to this decision.”

CBis.com is a perfect match for NewCo. In total CBis is equipped for, and  can accommodate up to maximum 188 Seats divided over 3 Floors/Storeys; each floor can be divided in 2 Units of maximum 30 Agents each to ensure a maximum of discretion an concentration on the various BPO-projects.