Tailored to Your Business
Expand from a single customer service function to a fully managed customer operations team—all within one trusted partner.
From customer communications
to operational support
to operational support
Viatel is a contact center and BPO partner operating since 2012. We design, manage, and optimize customer service, sales, and back-office operations for companies across Moldova, Romania, the United States, and the European Union.
We do more than provide agents. We build managed operational processes—from customer interaction workflows and communication scripts to quality assurance, reporting, and continuous process improvement.
We do more than provide agents. We build managed operational processes—from customer interaction workflows and communication scripts to quality assurance, reporting, and continuous process improvement.
24/7/365
Project support with continuous workload management and service quality monitoring.
8 Languages
Communication in key regional and EU languages: English, Romanian, German, French, Russian, Ukrainian, Italian, and Spanish.
Up to 300 FTE
Scalable workforce and operational capacity to support projects of any size, from pilot teams to large-scale operations.
800 м²
Modern operational facilities designed for rapid team expansion and seamless project scaling.
Why outsource with Viatel
We combine operational expertise, scalable infrastructure, and measurable performance management to deliver reliable customer communications and business process outsourcing.
14+ Years of Experience
Providing Contact Center and BPO services since 2012.
Fast Go-Live
Dedicated teams and customized operational workflows tailored to your business requirements.
SLA & KPI model
We monitor service quality, response times, and business performance using clearly defined KPIs and Service Level Agreements.
GDPR compliant
Secure handling of customer information with controlled access and data protection procedures.
Leadership Team
Every Viatel project is supported by an experienced management team responsible for operational excellence, service quality, recruitment, and continuous project development.
From Business Challenge
to Operational Excellence
to Operational Excellence
We transform your business requirements into a scalable operational model through structured planning, controlled implementation, and continuous optimization.
1 - Request
We identify your business goals, products, target audience, communication channels, and service model (Inbound, Outbound, or Hybrid).
Outcome:
Clear understanding of project objectives, expected outcomes, and operational scope.
2 - Analysis
We evaluate current processes, communication channels, available data, and projected workload.
Outcome:
A foundation for resource planning, KPIs, staffing, and operational design
3 - Model
We build the project structure: team, scripts, SLA, reporting, budget, and launch conditions.
Outcome:
An agreed collaboration model before the pilot stage launch.
4 - Pilot
We define the project structure, team composition, workflows, scripts, SLAs, reporting, budget, and implementation plan.
Outcome:
An approved operational model ready for pilot launch.
5 - Growth
We transition the project into full production, continuously monitor KPIs, and optimize performance as your business grows.
Outcome:
A scalable, high-performing operation with continuous improvement.
Expert Articles on CX, BPO & Customer Service
Discover practical insights into customer experience, operational efficiency, and outsourcing strategies.
Join Our Team
Behind every successful project is a team committed to delivering exceptional customer experiences. If you're looking to build your career in customer service and business operations, we'd love to hear from you.
What We Value
Responsibility
Attention to detail, accountability, and customer focus.
Growth Mindset
A willingness to learn, adapt, and continuously improve.
Respect
Professional communication, teamwork, and collaboration
What We Offer
Competitive Compensation
Stable salary with transparent employment conditions.
Training & Support
Comprehensive onboarding, mentoring, and continuous learning.
Career Development
Clear performance evaluation and long-term growth opportunities.
Get an initial consultation
Please submit an enquiry, and our team will contact you to discuss the details of the project, its scope and the format of our collaboration.
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