FAQ

1. Who are we?

GoCloud.group is an international BPO company (Business Process Outsourcing) based in Sarajevo (Bosnia and Herzegovina) and Novi Sad (Serbia) with footprint in the countries of Southeast Europe (Bosnia and Herzegovina, Serbia, Macedonia, Kosovo, Montenegro & Albania).

We provide BPO services to European and US companies, in the fields of call centers, customer support, human resources, data processing, research, IT, marketing, finance and administration.

Founded in 2015, we have become pioneers of virtual customer care. We are a leading provider of multilingual and omnichannel virtual customer care from Southeast Europe for global companies.

2. What services do you offer?

You can count on our support in your business activities. Whether it is front office or back office services, we will deliver these services at the highest level.

• Customer care
• Human resource management
• Technical documentation
• Data processing
• Education/training (e-learning)
• Marketing
• Finance and accounting
• IT outsourcing

Additional information on this topic on our website under “About us”.

3. What data protection measures do you take? Do you work GDPR-compatible?

Confidentiality and data protection are our highest priority and we have been successfully implementing this for many years. Our data protection concept has been tested by all our clients working in the European Union.

GoCloud has technical and organizational measures, which are in line with the GDPR. Our lawyer is a certified person for personal data protection in the Republic of Serbia. Our technical solution of the work @ home platform, is also GDPR compatible

In addition, we run a strict 3-Points program for our virtual employees:

1. LEGAL REGULATIONS
   • Employment contract with members on data protection;
   • Data Confidentiality Agreement;
   • Officially issued identification document;
   • Penalty in case of breach of data protection contract in the amount of up to EUR 50,000 per case.
2. TECHNICAL PRECAUTIONS
   • Safe and innovative technology;;
   • Personal hardware with GoCloud-controlled systems;
   • Virtual operating system, limited to business essentials;
   • Login to the system only during operation, with automatic disconnection, after completion.
3. PERSONAL PRECAUTIONS
   • Checking the virtual employee’s biography;
   • Separate data protection agreement;
   • Regular instructions and checks on data protection by the employer, concerning general and
     contractual
     obligations;
   • By agreement, check for impunity.

If necessary and at the client’s request, we also implement additional multi-factor authentication protection
measures.

4. Who do you already work for?

Due to non-disclosure interests, we do not want to name our clients publicly. It is very important to us that, in cooperation with us, our clients feel comfortable, and do not get the feeling that we are gambling with their reputation and all their achievements.

You can find a short description of our clients on our website in the “About us” tab.

5. What is BPO?

Business Process Outsourcing (BPO) is a form of business organization in which the company entrusts the entire business process to an external BPO partner.

6. Why do companies use BPO services?

Companies are reaching for BPO services because such an organization model gives them greater operational flexibility. Successful BPO will increase efficiency in the non-core process and thus contribute to overall business success.

Through BPO, companies gain access to innovative technologies and other resources, which they would not otherwise have. BPO partners are constantly striving to improve their processes through the application of the latest technology and practices.

 

7. What are the reasons why you should consider BPO for your business?

Focus on your core business – Through outsourcing its non-core business processes to an
external partner, the company allows itself to deal with its core business processes. BPO further supports companies,
avoiding investments in expensive infrastructure to support non-core business processes.

Cost reduction – Most companies should understand BPO as a means of controlling future
financial integrity. Top business process outsourcing partners strive to continuously improve processes, eliminating wasteful steps and excessive spending.

Improved productivity – Because BPO partners have chosen to specialize in ancillary business processes, they are able to invest in the technology, process improvement, training, and other resources needed to achieve a much higher degree of success. With the help of BPO experts, companies can also focus on internal integration and reallocate internal work so that the full focus is on the productivity of key business processes.

Access to the state-of-the-art technology resources – Choosing to work with a BPO partner, the company’s business stays on the cutting edge of technology and innovation without incurring high costs for software platforms, state-of-the-art technology, staff recruitment and training. The BPO partner will be constantly up to date with best business practices and equipment and software innovations, with the goal of continuously improving
its services.

Resource allocation capability – Companies use huge resources for their non-core business
processes.
The BPO partner frees up the company’s resources, which can redistribute them to the company’s key activities.
Redistribution of resources can increase the company’s core profits.

8. Why virtual? 

8.1. Costs

Our virtual BPO company does not need to rent large and expensive work spaces, as well as bulky stationary IT solutions, which is why it has the potential to develop an incentive system for rewarding employees. At the same time, the prices for clients are acceptable and affordable, in relation to the volume of work undertaken.

In addition to the above points, our company uses the most up-to-date tools to automate and refine as many processes as possible. These tools save human resources, which directly affect your and our costs.

8.2. Scalability and flexibility

The work@home model is superior in peak performance, flexibility and scalability factors.

Work shifts are short in virtual BPO companies, and split shifts are possible, as well as short-term increases or decreases in resources. To increase resources, it is not necessary to rent new, larger premises, nor to expand the existing infrastructure.

Seasonal fluctuations are not a problem for our business model. Guided by the experience of previous years, we have shown our e-commerce customers that during cyber week and the Christmas holidays, we can triple human resources and also reduce them quickly, when there is no need for it anymore.

Intraday flexibility can be properly mapped only in a virtual environment. Campaigns where there is a large volume during the morning and a gradual decrease in midday or in afternoon are our specialty, and we successfully implement it with our clients from the publishing industry. Increased volume in the evening or at night is a feature of our e-commerce clients and we show our intraday flexibility very well.

Thanks to the cloud principle, your high seasonal fluctuations and short-term volume increases will be covered by high quality. If unforeseen peaks occur, we can, through omnichannel notification of employees, increase human capacity. All this as soon as possible. In our experience, it takes a maximum of 30 minutes to activate 25% of free human resources.

Fast ramp-up is our trademark for scalability. Based on our virtuality, location  independence, e-training and short decision-making processes, we can set up a quality team for any task in the shortest possible time. Our trainings are held virtually and through our many years of experience we can say that they do not lag behind the classic trainings in any way. Whether as webinars, self-learning units, Training-on-the-Job or combinations of all units, we will find the best training system for your needs. We can also integrate your e-learning units into our system.

The flexibility we show towards our employers, we also show towards our employees. Through various work and shift modules, we ensure the scalability of your project and always try to place two employees on one required FTE (Full-Time-Employee) and thus provide greater scalability and flexibility for our clients.

8.3. Location independence

Our group is not geocentric. From our headquarters in Sarajevo (Bosnia and Herzegovina) and Novi Sad (Serbia), we virtually manage employees from Bosnia and Herzegovina, Serbia, Macedonia, Montenegro, Kosovo and Albania.

Unlike stationary BPO providers, which draw their workforce and knowledge exclusively from one geographical center, our virtual solution draws its resources from the entire region of Southeast Europe.

8.4. Real experts for your business

We seek, recruit and integrate only the best professionals at the regional level. So, the talent pool is unlimited, which gives us the opportunity to select only the best qualified and most experienced professionals for your campaign, with the prerequisites you want.

9. Why omnichannel?

We know that providing superior customer support, in a highly competitive, constantly evolving market, is key to customer satisfaction and continued business success. Our flexible services allow us to respond quickly to changes in your industry, providing cost-effectiveness and an improved user experience.

Omnichannel is one of the segments with which we manage to achieve these things.

10. Why Southeast Europe?

According to the Global Association of Sourcing Association (GSA), the region of Southeast Europe has become an attractive place for nearshoring due to the low cost of qualified staff and the large number of highly educated, bilingual and qualified professionals.

Young Population
The region has a lot to offer in terms of young, skilled, multilingual people, a cheaper workforce, a business environment and cultural similarities with Western Europe, excellent internet and an increasing number of graduates.

High-Quality & Multilingual Talent Pool
The region of Southeast Europe region has a highly educated workforce, giving it a competitive advantage over other outsourcing destinations, where rates are cheaper but you can spend more time overcoming communication and cultural difficulties and conveying your message.

SEE has a wide range of talented people. Multilingualism is not the exception, but the rule.

In Bosnia and Herzegovina alone, there are currently about 290,000+ highly educated English speakers and 57,500+ German speakers under 50s. Foreign companies also benefit from a healthy pipeline of educated English and German speakers arising from the education system. It is estimated that about 300,000+ people under the age of 30 are currently learning German.

Location Matters
The SEE region is an attractive nearshoring destination due to its strategic position in the heart of Europe. A close strategic location can work in both directions – not only to make it easier for the employer to contact the BPO company in SEE, but also to make it easier for the BPO company to come to the employer’s field whenever necessary.

Cultural Fit
Managing people from different cultures and backgrounds can be a big challenge that has forced many American and European companies to turn away from farshoring, closer  destinations like SEE with which they share a number of traditions, customs and holidays.