{"id":14769,"date":"2025-05-28T14:00:00","date_gmt":"2025-05-28T11:00:00","guid":{"rendered":"https:\/\/scroll.media\/?p=14769"},"modified":"2025-08-11T12:24:23","modified_gmt":"2025-08-11T09:24:23","slug":"from-15-people-to-wizz-airs-partner-the-simply-contact-story","status":"publish","type":"post","link":"https:\/\/scroll.media\/en\/2025\/05\/28\/from-15-people-to-wizz-airs-partner-the-simply-contact-story\/","title":{"rendered":"From 15 People to Wizz Air\u2019s Partner: The Simply Contact Story"},"content":{"rendered":"\n

Launching a hotline for the Office of the President of Ukraine in just one day is a real-life achievement by the Simply Contact team. While this case was extraordinary, in day-to-day operations, the company provides multilingual and multichannel support for international brands, including Wizz Air, METRO, and Yves Rocher.<\/p>\n\n\n\n

Today, Simply Contact<\/a> \u2014 which began in a small office in Dnipro \u2014 handles over 10 million requests annually. The company now boasts more than 600 specialists, dozens of clients, and steady growth built on well-established processes and a solid reputation in the service industry.<\/p>\n\n\n\n

How has Simply Contact managed to scale without losing quality? How do they measure project effectiveness? And why do clients choose to work with them long-term? Find out in this feature by Scroll Media.<\/p>\n\n\n\n

From a Dnipro office to the European market<\/h2>\n\n\n\n

In 2013, Simply Contact started with just 15 people in a Dnipro office and a few clients from the Ukrainian banking sector. The team focused on building operational processes, training specialists, and developing a basic support infrastructure.<\/p>\n\n\n\n

Their development wasn\u2019t a leap but a steady expansion \u2014 from new projects within Ukraine to international markets. Over the past 12 years, Simply Contact has opened offices in Poland, Moldova, Romania, Bulgaria, and just recently entered the UK. The new offices were established not just to mark locations on a map but as direct responses to specific client needs abroad.<\/p>\n\n\n

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With this expansion, the team has also grown. \u00abOver the past year, we\u2019ve significantly expanded \u2014 not only in numbers but in expertise,\u00bb says Ellina Bronnikova, CMO at Simply Contact. According to her, the company continues to grow gradually, hiring specialists only when new projects or the strengthening of existing ones require it.<\/p>\n\n\n\n

Today, Simply Contact handles over 10 million annual requests. More than 600 agents provide support in over 20 languages across multiple time zones and industries. Their focus goes beyond basic communication \u2014 they aim to deliver a service that helps businesses grow and achieve measurable results.<\/p>\n\n\n\n

Areas of work and clients: Who Simply Contact works with and how<\/h2>\n\n\n\n

Simply Contact supports clients in aviation, e-commerce, retail, fintech, ridesharing, tourism, IT, SaaS, and public administration, offering services in over 20 languages.<\/p>\n\n\n\n

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Key projects include:<\/h3>\n\n\n\n

Multilingual customer support for Wizz Air<\/h4>\n\n\n\n

The partnership with Wizz Air began in January 2020 and includes the full scope of customer support: phone, email, live chat, and group bookings. Service has been provided in ten languages, including English, German, Arabic, and Hungarian.<\/p>\n\n\n\n

Wizz Air highlights Simply Contact as a flexible and reliable partner that adapts quickly to changes, takes on additional tasks, and proactively offers creative solutions that enhance performance.<\/p>\n\n\n\n

Omnichannel communication development for Yves Rocher<\/h4>\n\n\n\n

Yves Rocher, the leading French cosmetics brand, has over 100 stores in Ukraine. To improve customer service for hundreds of thousands of customers, they partnered with Simply Contact.<\/p>\n\n\n\n

The project involved handling inbound and outbound calls, processing orders, and providing consultations. The main requirements included personalized service, building trust, expert knowledge of Yves Rocher products, and service in Ukrainian.<\/p>\n\n\n\n

Simply Contact implemented a shift schedule and offered 24\/7 support. Thanks to their product knowledge and high engagement, the team achieved a 10% conversion rate on sales.<\/p>\n\n\n\n

Supporting government initiatives<\/h4>\n\n\n\n

In early 2022, following the start of the full-scale invasion, Simply Contact launched five volunteer projects. These included the Cabinet of Ministers\u2019 hotline (1545) and support for the charity Razom. One of the most impactful initiatives was launching a contact center for the Office of the President of Ukraine.<\/p>\n\n\n\n

There were many urgent requests for help, and time was limited. Within just one day, Simply Contact launched the project from scratch \u2014 assembling a team of operators and supervisors and setting up 24\/7 processing of high volumes of calls and requests. Despite regular air raids and limited infrastructure, the center operated quickly and reliably.<\/p>\n\n\n\n

Team, processes, and corporate culture<\/h2>\n\n\n\n

Simply Contact takes a gradual approach to hiring, aligned with actual business needs and the pace of client base growth. This approach helps maintain project quality and operational flexibility.<\/p>\n\n\n\n

The company fosters a culture of continuous improvement. If a team member spots a process that can be optimized, it is discussed and implemented, even if it reduces task volume (e.g., through automation or restructuring).<\/p>\n\n\n\n

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\u00abThis is part of our philosophy: we\u2019re committed to long-term partnerships and finding new, effective approaches,\u00bb Ellina explains. The team doesn\u2019t just complete client requests \u2014 they suggest new strategies and offer value-driven solutions. That\u2019s why Simply Contact is entrusted with new projects and selected as a strategic, long-term partner.<\/p>\n<\/blockquote>\n\n\n\n

They also measure performance with concrete KPIs:<\/p>\n\n\n\n