Farnell element14 has today announced the official opening of its European Commercial Centre in Krakow, Poland.
The new Centre is providing best in class outbound telesales and telemarketing in 22 European languages to Farnell element14’s new and existing customers across the continent. The centre is part of a strategic investment representing Farnell element14’s commitment to delivering a superior multi-channel service that is aligned to the needs of its customers. The centre works closely with the field sales, customer service support, e-commerce and marketing teams in Farnell element14’s network of offices across Europe.
Farnell element14 began building the team in Krakow during March of this year and has built a highly skilled, 120-strong, multi-cultural team representing 24 different European nationalities. The centre is located in Krakow due to the city’s reputation for high quality education, the availability of language skills and ability to attract residents from all over Europe. The team has been through an intensive training programme and is now able to fully support the needs of Farnell element14’s European customers.
Speaking at the opening ceremony, Kevin Yapp, Chief Strategy and Marketing Officer, Premier Farnell plc said: “E-commerce through our Farnell element14 transactional sites now accounts for more than 75% of our European business and in order to continue to evolve our competitive advantage we have created this centre to ensure our customers receive the best possible service as they continue to interact with us through their channel of choice. We recognise that in an online world good quality conversations and personal interaction are extremely important to our customers. The opening of the Krakow Commercial Centre demonstrates Farnell element14’s commitment to a flexible, multi-channel service that allows our customers to choose the way they buy and engage with us.”
He continued: “We want to do all we can to help customers keep projects on the fast track. Bringing together our outbound contact centres together under one roof in Krakow will help accelerate learning and the sharing of knowledge across the team, and ensure the best possible sales and support experience for the customer.”
Elaine Barnes, Head of the European Commercial Centre in Krakow commented: “Today’s opening ceremony completes what has been a highly successful start up phase for the Krakow centre. I am proud of this brilliant new team that will continue the high service standards we set ourselves as a business. We considered some 30 different European locations before choosing Krakow, thanks to its impressively diverse, multi-cultural and multi-lingual community, which offered a rich pool of high potential talent for us to recruit from. The famous Polish work ethic and strong customer service culture was also a great fit with our own. Poland’s status as a thriving economy that has escaped the deep recession affecting most other parts of Europe has also been a factor in helping us successfully entice experts from other countries to relocate to Krakow.”
In addition to serving customers from across the whole of Europe, the European Commercial Centre is also a sign of the company’s ongoing commitment to providing the best possible localised services to the Polish and Eastern European markets. Farnell element14 was the first global multi-channel distributor for electronic design engineers to provide a Polish website and Polish speaking customer service representatives when it launched http://pl.farnell.com/ in 2007, offering next day delivery and a quick search function of over 400,000 products from 1,200 suppliers.