Outsourcing in Kosovo

Call centerservicesfrom Kosovo

In your language

At Baruti we offer first-class services in a range of languages, including German, English, French and Italian. We communicate in your language to make sure your customer care happens at the highest level.

The Baruti building in Prishtina with the macht’s möglich lettering

01Outsourcing in Kosovo

Better performance through outsourcing

You can focus on your core business. Our goal is to help you reach your quality targets in customer service, contribute to your growth targets in sales and support you in every other aspect of outsourcing. We support you from planning to implementation with prompt and efficient service.

Compared with large corporations, working with us is refreshingly uncomplicated: taking on new tasks does not go through lengthy processes but can be confirmed and implemented quickly.

As early as 2011, the founders of Baruti AG recognised the potential of the German-speaking population in Kosovo and identified the capital Prishtina as an attractive location for the call center industry. With more than 300 employees, Baruti is now one of the largest providers in Kosovo and, through its work with international companies, contributes significantly to knowledge exchange in the country.

Why you should choose Baruti

01

Focus on your core business

After a coordinated implementation phase, Baruti works largely autonomously in day-to-day operations.
We support you from planning to implementation with prompt and efficient service.
Working with us is simple and effective, without lengthy processes.

02

Better service quality

At Baruti you have the final say: you decide whether a proposed employee fits your company. Only with us do you get a veto on staffing.
Our trainee programme ensures that the employees you approve are trained through the Baruti programme.
We document training to prevent loss of knowledge.
We continuously improve your service quality with a range of quality control tools.
Our team leaders are actively involved in the process to ensure professional expertise.

03

Cost savings

We take care of recruiting suitable employees and spare you this labour-intensive process.
We handle onboarding and refresher training for the employees involved.
We document training so we can add new employees or replace existing ones on our own: you save on capacity expansion and turnover.

02Inbound

Customer Experience

Baruti: your proven partner for customer service outsourcing.

Our tailored inbound solutions

As a proactive partner, Baruti supports you in continuously optimising incoming customer conversations in these areas:

01Phone and email customer support
02Professional telephone secretary service
03IT support for your technical needs
04Effective complaint management
05Office administration that keeps your back free
06Precise calendar management
07Careful maintenance of your customer database

Experience and industry know-how

Choose an industry

- Information on the product portfolio and pricing
- Status updates for letters and parcels
- Initiating tracing requests
- Advising customers on damaged or missing deliveries
- Handling complaints with empathy
- Finding solutions (for example re-checking the shipment status)
- Handling travel and flight bookings by phone
- Sending and processing invoices and travel documents
- Upselling and cross-selling tourism and insurance products (for example transfers, rental cars, travel insurance)
- Booking confirmations and travel information
- General information on flights, accommodation and more
- Entry and baggage rules, check-in information, invoice explanations and changes
- Rebookings and cancellations (cancellation prevention)
- Reviewing and initiating refund requests
- Communication with tour operators, airlines and hotels
- Data reconciliation and updating customer data
- Special requests (pets, assistance services and more)
- Seat reservations for customers
- Customer service
- Customer invoices
- Data management
- Email support
- General accounting tasks
- Digitising invoices
- Updating bank details
- Changes of address
- Updates after name changes
- Information on processing times
- Information on submitted correspondence
- Information on short-term travel health insurance
- Sending insurance cards
- Customer portal and customer app support
- Writing quotes
- Taking calls and forwarding them to the right people
- Creating schedules for clients
- Preparing and sending assessment reports
- Evaluating assessments
- Inviting candidates to interviews by phone and email
- Confirming appointments via Outlook
- Entering clients in SAP and creating invoices
- Creating and maintaining the MS Teams folder structure
- Preparing candidate dossiers
- Taking orders by phone
- Advice on the product and service portfolio
- Upselling and cross-selling add-on products and services
- Information on payment methods (credit card, SEPA, cash on delivery and more)
- Information on prices, competitions and store opening hours
- Information on delivery times, methods, carriers and locations
- Shipment information and delivery status (track and trace)
- Product complaints and complaint management
- Information on the returns process (parcel shop, carrier pickup)
- Calculating refund amounts and starting the refund process
- Updating customer data and account information
- Information on data protection rules (GDPR)

A customer service agent with glasses laughing during a call

A smiling customer service agent with a headset

Four employees discussing work at a laptop

A customer service agent with a headset at his screen

Tasks · Transport & logistics

Information on the product portfolio and pricing
Status updates for letters and parcels
Initiating tracing requests
Advising customers on damaged or missing deliveries
Handling complaints with empathy
Finding solutions (for example re-checking the shipment status)

03Back office

Optimised business processes: back office solutions with nearshore excellence

Let us turn your back office into a smooth and efficient process, so you can focus on what matters.

Our back office solutions include, among other things, the following tasks:

Order processing Ticket handling Accounting Controlling Purchasing Data maintenance & knowledge logistics Efficient secretarial services

Experience and industry know-how

E-commerce
01
- Seamless order processing
- Punctual invoicing
- Fast email support
- Efficient ticket handling
Travel & leisure
02
- Smooth flight bookings
- Flexible cancellations and rebookings
- Sales-boosting add-on services
- Quick address and name changes
- Prompt dispatch of all required documents
Financial services
03
- Digital invoice processing
- Reliable invoicing
- Accurate accounts receivable and payable
- Efficient payroll
- Detailed statistics
- Professional data management

04Market and opinion research

Market and opinion research

As a proactive partner, we support you in carrying out telephone surveys (CATI). We deliver high-quality telephone interviews in German and English in line with the current ESOMAR guidelines.

Our expertise in telephone interviews for German and English market research institutes covers:

01Social research
02Political and election research
03Media research
04Industrial market research
05Financial market research
06Consumer research

Experience and industry know-how

Customer service
01
- Satisfaction survey after the last visit
- Data reconciliation
- Scheduling follow-up visits
- Collecting suggestions for improvement
- Goal: customer care and analysis
Audience measurement
02
- Opinion polls on the popularity of different radio stations
- First contact with potential participants
- Kish grid selection
- Categorising hard refusals
- Goal: representative data collection on behalf of local radio stations
Satisfaction studies
03
- Opinion polls on satisfaction with existing service providers
- Recording attribute and provider associations
- Goal: creating a representative picture of opinion