Contact center · BPO · Belgrade · founded 2016
Contact center in Belgrade for companies in Europe and North America. Sales calls, customer support and back office in five languages, in your systems or on our infrastructure.
Outbound.
We sell, set appointments, qualify leads and run surveys. Before the first call we agree on the campaign goal and what counts as a result. You get a report every day.
Inbound.
We answer your customers' calls and messages, process orders and complaints, around the clock if you need it. Agents follow your procedures; anything that needs your decision goes to the person you name.
No limits.
German, English, Italian, French and Spanish in-house; for any other language we assemble a team on request. Any team size, trained before the first call and under quality control from day one.
Partners we have worked with
What we do
Work we take over for your team.
You can hand us one service or combine several. We agree on scope and quality criteria; we organize agents, training and shifts, and you get a daily overview of what was done.
Request a proposal →Customer support
Customer inquiries, first-level technical support, orders and complaints. Phone, email, chat and ticketing, during your business hours or 24/7.
Learn more →OutboundSales and appointments
B2B and B2C sales, appointment setting, lead qualification and win-back of existing customers. Plus surveys and market research.
Learn more →Back officeData and document processing
Data entry and verification, CRM maintenance, database cleanup and document processing according to your procedures.
Learn more →Five languages in-house
German, English, Italian, French and Spanish. For any other language we assemble a team on request: tell us the market and the volume.
Dedicated team
Agents work exclusively on your project, under your brand and your procedures. Training, team leadership and shifts are on us, within the agreed scope.
Quality control
In outbound we listen to every successful call before delivery; in inbound and back office we agree on the review sample per project. A report every day.
How we work
Pilot first, then full scale.
Before we take over the full scope, we test the process in live operation: a smaller team, daily reports, corrections. Only then do we scale.
- ScopingWe define tasks, volume, languages and how the result is measured: appointment, sale, resolved case or SLA.
- Preparation and trainingWe write the script or knowledge base together. Agents go through training, simulations and their first calls with a supervisor.
- PilotWe start with a smaller scope, track results daily and adjust the script, knowledge base or process until performance is stable.
- Steady stateWe agree on the full scope, the team leader and the reporting rhythm. Quality control follows the work from day one, not from phase five.
The road since 2016
How We Connect has grown.
We started with outbound calls for a single partner. We grew through new teams and cities, and since 2019 we have run operations from Belgrade. These are the steps that shaped how we work today.
Founded
We Connect 013 starts in Pančevo: the first outbound team, the first partner from Switzerland and a rule that still applies: every successful call is checked before it reaches the client.
First team outside Pančevo
We open a second team. Training, script and quality control are transferred unchanged, the first proof that the model works when the founder is not in the room.
Operations headquarters
We open the Belgrade office. Training, quality control and management move to Belgrade; operations have been run from there ever since.
Fourth location
Partner demand grows and we open another team. More people, the same delivery standard.
First team outside Serbia
German speakers from Bosnia and Herzegovina join the team. The first step toward a regional, then international team.
The COVID challenge
Despite everything, the whole team moved to home office in record time, with no drop in quality or delivery. What began as necessity became the model: one headquarters in Belgrade, agents working wherever the language is spoken, with the same training, the same KPIs and the same quality control.
AI in training and quality control
In our tenth year we bring in AI to support training and quality control: calls are analyzed, the agent gets feedback the same day, routine tasks are automated. People do the talking, the system does the checking.
Careers
Speak German or Italian? Apply.
We are hiring agents for German and Italian. No contact center experience needed, training is paid. You work from Belgrade or from home, 8:30am–4:30pm, weekends off, with a fixed salary and a performance bonus.
From the blog
On outsourcing and customer support.
Call center outsourcing to Serbia: what US and European companies should know
Language, time zone, workforce, data protection and the path from first call to steady state: a plain guide for companies considering Serbia as a nearshore location for customer support or sales.
Read →GDPR and call center outsourcing: what you need when your provider is in Serbia
The contracts and measures EU and UK companies need when a contact center in Serbia processes customer data: data processing agreement, standard contractual clauses or IDTA, transfer impact assessment, call recording, remote agents. With a checklist, and a note for US clients.
Read →Nearshore, offshore or in-house: choosing a model for multilingual customer support
The three operating models for customer support and sales compared: language availability, time zone, management, scaling and data protection. With a decision table and the hybrid model that has taken over in practice.
Read →Contact
A 20-minute call. No strings attached.
Describe the task, the market and the language. Give us a rough volume and your preferred start date. Within 48 hours you get a team proposal, a collaboration model and a quote.
callcenter@weconnect.rs
+381 11 7653 259
Looking for a job? Apply here →