VIATEL is a European BPO partner based in Moldova, helping medium and large companies run their contact-center and back-office operations. Backed by 14 years of experience and a team of 180 people, VIATEL supports customer service, back-office processing and blended operations in different languages.
What Viatel BPO offers its clients
Viatel BPO takes care of the everyday customer and back-office work that keeps a business running, so clients can focus on growth.
Customer support and contact-center services
Inbound customer service: order and account questions, product information, complaints and follow-ups
Help desk and tier-1 support
Multichannel communication across phone, email, chat, sms
Back-office support
Data entry, order processing and administrative tasks
Case handling, documentation and quality checks
Flexible blended teams
Agents can combine several tasks, such as answering customers and processing back-office work, so clients pay for one efficient team instead of several separate ones.
Coverage and languages
English, French, Romanian and Russian
24/7 operation, including weekends and holidays, when the client needs it
Every program is designed around the client’s processes, volumes and quality targets. Launch typically takes 4–6 weeks.
How Viatel BPO outshines the competition
A partner, not just a vendor. Viatel BPO builds each solution together with the client’s team. Processes, scripts and reporting are designed around how the client already works, and they keep improving as the partnership grows.
Proven process design. Viatel BPO has helped clients bring scattered customer support into one centralized process, giving them consistent answers, clear workflows and full visibility of every customer contact.
Compliance you can rely on. When new legislation changed how a client had to communicate with customers, Viatel BPO quickly updated scripts, procedures and data-handling rules and retrained the team, with no interruption to service. The company is ISO 9001:2015 certified and fully GDPR compliant.
European quality, efficient cost. Clients get a skilled, multilingual European team at a cost that makes outsourcing worthwhile.
Speed and flexibility. Viatel BPO runs on its own technical infrastructure, so new programs go live in 4–6 weeks and teams can scale up or down as volumes change.
Experience across markets. With 14 years in the industry, Viatel BPO serves clients in Moldova, Romania and Europe, and supports a logistics operation in the United States.
Viatel BPO company structure
Viatel BPO is a private company headquartered in Chisinău, Moldova, with a team of 180 people.
Management: [CEO / General Director name, optional], responsible for strategy and client partnerships
Operations: team leaders and supervisors who manage daily performance for each client program
Quality assurance: monitoring of calls and written contacts, KPI tracking and regular reporting to clients
Training: onboarding and ongoing training for agents, including product, process and compliance updates
IT and infrastructure: an in-house team that maintains Viatel BPO’s own technical platform and data security
Sales and account management: a dedicated contact person for each client, from launch onward
Each client program has its own team, led by a team leader who reports to operations management and keeps in regular contact with the client.
Sample highlight service offering of Viatel BPO
E-commerce customer support
Online retailers often struggle with high volumes of repetitive questions, especially during sales seasons. Viatel BPO provides a dedicated customer support team that handles:
Order status and delivery questions
Returns, exchanges and refund requests
Product questions before purchase
Account and payment issues
Customer feedback and complaint resolution
How it works:
Discovery: Viatel BPO studies the client’s processes, contact volumes and quality goals.
Setup: scripts, workflows and knowledge base are prepared together with the client’s team.
Training and launch: agents are trained on the client’s products and systems. The program goes live in 4–6 weeks.
Ongoing improvement: regular reporting, quality monitoring and process updates as the business grows.
What the client gets: faster answers for customers, consistent service quality, 24/7 coverage during peak seasons, and a team that scales with demand without the cost of hiring in-house.
