What we have achieved so far as a call center in Kosovo
The restructuring in the previous year enabled Baruti to improve its performance, which customers appreciated with a price increase of 20%. As a thank you, Baruti increases employee wages by 20%.
Baruti is restructuring to improve internal processes and prepare the company for further growth due to the size of its business. The management is handed back from Drenusha Shala to Muhamet Veliu and Flamur Shala.
CREATING A CALL CENTER ACADEMY
Baruti implements two major contracts: A Swiss company relies on Baruti to distribute its fleet management system. Here, Baruti also takes care of the customer and general accounting activities. At the same time, Baruti supports an English company in entering the German market by generating leads for tech companies. To accomplish the new challenges Baruti creates its own academy.
INBOUND CONTRACT TRAVEL INDUSTRY
In 2016, Baruti implements another large inbound order from ab-in-den-urlaub.de, fluege.de, tourini.de. The contract includes telephone counseling, the processing of bookings, cancellations, credit card processing, inbound sales, cross selling and the processing of back office tasks. As part of this mandate, Baruti has been certified to PCI DSS to make credit card bookings.
INBOUND CONTRACT ORDER LOGISTICS
Baruti implements the first major inbound order from an international logistics group. This lays the foundation for further growth: within three months, Baruti doubles the number of employees from 100 to 200 employees.
CERTIFIED CALL CENTER
Baruti proves quality in customer service: Baruti is a certified call center according to DIN ISO9001: 2008 and ISO / IEC 27001: 2005. In the same year, Muhamet Veliu and Flamur Shala resigned from the joint management and handed over the management to Drenusha Shala with 70 employees.
MARKET ENTRY IN INBOUND AND OUTBOUND BUSINESS
The rapid growth causes Baruti to move to the city center in order to successfully recruit new agents. Baruti expands its portfolio with outbound call center services and serves the first customer in inbound services.
ENTRY IN MARKET RESEARCH
The first call from Kosovo was made by the Baruti Call Center on January 23, 2012. Here, German households were stopped for telephone interviews and interviewed. From the very beginning, Baruti has set the highest quality standards. Thanks to the successful implementation of our clients, the customer receives a prize of quality a year later: this is still one of our customers today.
FOUNDED BY SWISS STUDENTS
During their studies at St. Gallen, the owners of Baruti (Drenusha Shala, Muhamet Veliu and Flamur Shala) decide to support the economic development of their homeland Kosovo and thus lay the foundation for the development of the call center sector in Kosovo, which today makes the biggest contribution to the creation of new jobs.