WOW24-7
WOW24-7 is an outsourcing company that provides customer support services to businesses. WOW24-7 employees help e-commerce, travel, and IT companies choose the right product or service, set up the service, and solve various problems, even technical ones, via phone, chat, social media, or e-mail.
The history of the company
Wow-24-7 started its work in 2008 with a small team of agents serving the internal needs of software development companies. Good service, expertise in customer support, and the desire to go above and beyond and overcome new challenges led to the decision to provide support to external clients. After several successful cases, the team realized that they could create additional value, change company service processes and increase customer satisfaction. A lot of positive feedback from happy customers, and hundreds of solved complex cases added confidence to the decision to create WOW24-7. In 2016, the company began its journey to global success.
Various market research and in-depth analysis were needed to better understand customer needs. The expertise was gained, and the company developed. An essential achievement of WOW24-7 was the creation of a comprehensive training system that would allow the team of agents to adapt to the specific requirements of each project quickly.
Today, WOW24-7 is not only a customer support service, but also a partner in enhancing the customer experience in companies. The team combines the latest technology with sophistication and an emotional approach and sets new standards for customer service on a global scale. Today, the company works with clients from more than 20 countries across North America, Europe, and Australia.
Fully remote work and shift schedule
Teams work remotely from any spot in Ukraine or around the world. Those employees who work in Lviv or Kyiv can work in a hybrid format (2/3 or 1/4) or work in the office if it is needed. The offices have generators and uninterrupted Internet access, as well as everything necessary for comfortable work: convenient workstations, meeting rooms, a conference room, a lounge area, and a kitchen. The office center where the company rents premises also has an equipped shelter.
In order to provide customers with round-the-clock support, WOW24-7 support specialists work morning (8:00 am – 4:00 pm), afternoon (2:00 pm – 10:00 pm), and night (10:00 pm – 8:00 am) shifts. The employees can also work across different time zones.
Typically, the work schedule is drawn up 2-4 weeks in advance according to the workload forecast. Team Leaders arrange the schedules taking into account the wishes of the team members. In case of force majeure, you can always ask a colleague to swap shifts. Everyone understands the importance of accomplishing the tasks and is glad to help each other.
The approximate workload for an employee is 168 hours per month, but everything depends on the project and the relevant workload of the team. Flexibility in scheduling allows students to combine work and study.
WOW24-7 works smoothly and without bureaucracy
The company has a flat management structure. The decisions are made quickly without any multi-level approval. Twice a year, all-hands meetings are held to discuss the results of the previous period and the company's development strategy, goals, and objectives for the future. Joint team meetings to discuss current tasks and project updates are held twice a month.
The company uses a data-oriented approach to evaluate performance and plan its work. The level and quality of service delivery are monitored by achieving the set KPIs. Each project has standard or specific indicators that reflect its characteristics.
An additional tool for assessing the quality of customer support is monitoring carried out by the Quality Assurance department. As a result of the assessment, employees receive detailed feedback, which helps them work on their weaknesses and improves the quality of service delivery. Employees receive extra bonuses to their salary for high results.
Benefits for employees
Each WOW24-7 employee has 18 days of vacation and 15 days of paid sick leave per year. Additional days off are coordinated with the public holiday calendar. However, support workers often get paid extra for working on a holiday.
The company pays additional financial assistance when an employee starts a family or becomes a parent, as well as in the event of the loss of a loved one.
To support the teams’ mental health, the company organizes group meetings with a psychologist, webinars on mental health, and constantly monitors the emotional and psychological state of all team members.
Opportunities for studying and career development
The employees are trained using the LMS platform. For example, the management development course is based on the Team Leads School launched in 2023. To ensure an effective start in customer service, the company has also developed a basic training course that allows employees to master key skills and go through the onboarding process efficiently. Innovative tools, based on artificial intelligence, are used in staff training.
In addition, the company has a mentoring program that allows employees of the customer support department to gain the necessary knowledge and skills in other areas of the company from experts in their field. Each employee can also attend speaking clubs with a native English speaker.
The company encourages its employees to develop and gives priority to internal candidates when opening new vacancies in the delivery department. Employees can be promoted from the customer support position to a manager or choose a position that involves onboarding new projects, quality control of support services, communication with customers, or other positions for beginners in any area where there is an opportunity to grow professionally with an experienced mentor.
I believe that we are really helpful to our clients because we solve their problems and deliver the best possible customer experience. Everyone who chooses our company receives the opportunity not only to work but also to grow and learn in a supportive environment. A quote that guides me in this context is ‘Develop with a company that values your personal growth and allows you to develop with it’.
WOW24-7 values
Flexibility
The company adapts and deals with all challenges and changes effectively. It takes advantage of opportunities that arise daily in a dynamic and changing business environment. WOW24-7 adjusts systems to meet customer needs and provide the highest level of service.
Trust
WOW24-7 team builds long-term, trusting partnerships with clients and partners. Here, everyone respects each other and makes every effort to fulfill their responsibilities. The employees are honest and confident in each other's intentions.
Constant Improvement/Learning
The company strives for excellence and innovation in order to exceed customer expectations, and ensure high-quality service and long-term relationships.
Collaboration
The team combines diverse skills and experience to achieve common goals.
The company does not cooperate with clients from the gambling industry or businesses related to the russian federation or belarus.
During the martial law, WOW24-7 refused to hold large-scale corporate events. It donates to various charities, such as Come Back Alive, KOLO, etc., to help the army. They also support employees who have joined the ranks of the Ukrainian Armed Forces. The company pays them a fixed amount of money every month and joins different fundraising campaigns for their units.
What kind of people is WOW24-7 looking for?
The candidate should have:
- communication skills, ability to listen and empathize with the client;
- the ability to find a solution for the client;
- a desire to do more than is expected of them;
- ability to remain calm and balanced in stressful situations;
- responsibility and ability to make decisions independently;
- curiosity and openness to new things;
- a desire for continuous development;
- ability to work remotely;
- a B2 level in one of the following foreign languages: English, German, French, Italian, Polish, Spanish;
- experience in working with CRM systems;
- analytical mindset and tech-savvy for technical projects.
The core of the team is made up of active, conscious young people who value freedom, take responsibility for their work, and love to help people. The average age of the company's employees is 24 years, with a predominant gender ratio of 65% women in WOW24-7.
Employees are encouraged to take initiative and be proactive. The team maintains a culture of feedback, where processes are improved with the help of constructive comments. Another advantage is openness. Employees can contact the company's CEO or other senior managers directly to share their ideas or suggestions for process optimization, or to propose a particular initiative.
Candidate selection and onboarding
The selection process for WOW24-7 includes the following steps:
- initial phone interview where the recruiter finds out the candidate's expectations, asks about previous experience and motivation to work in customer support;
- a test task to assess the level of foreign language;
- online interview with the recruiter and hiring manager;
- an additional step may include an interview with a representative of the client company.
Before starting work, a new employee receives all the necessary access and a detailed plan for the first working week. On the first day, they meet with the HR manager, get to know the team leader and team members, sign documents, and get acquainted with all company policies and standards. Next, they learn about customer service standards and project specifics.
Typically, the trial period for the Customer Support Department lasts one month, and two months — for more complex projects. During the first two weeks, the newcomer learns theoretical materials and then applies the gained knowledge in practice with the support of a mentor.
During the trial period, the employee meets with the HR manager twice to discuss progress and things to improve in the processes. After the trial period is over, the employee meets with the team leader and the HR manager to analyze their work results and receive detailed feedback.
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