Service Centre Solutions

Efficiency, quality and expertise for every customer interaction.

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Scale your customer service or IT support

Are you looking to improve and scale your customer service, IT support or sales operations? Barona’s service centre solutions bring refined processes, a motivated team and an operating model that grows with your business.

What challenges can outsourcing solve?

Recurring volume spikes, growing queues or fragmented processes – if your customer service, IT support or sales has reached a point where internal development is no longer enough, an outsourced service centre is an effective, reliable and results-driven solution.

Tickets are piling up, queues are growing and customer feedback is starting to suffer. When the pressure is constant, an outsourced service centre takes control of the backlog and brings response times back in line with your targets.

Sales growth isn’t happening despite your efforts, and your customer service team no longer has the capacity to sell. Outsourced sales-focused customer service brings in the resource that converts contacts into results.

Support is fragmented across teams and issues are resolved inconsistently. Barona’s centralised Service Desk brings clarity, scalability and real-time visibility across the board.

Why outsourcing to Barona’s service centre makes sense

Delivering an excellent customer experience is our core business. We live and breathe customer interactions – and that is why we continuously develop our operations with customer experience as the guiding principle.

Coaching-led day-to-day management is what both our clients and our employees value. Customer service teams are always up to date on targets and progress, and we coach everyone to grow.

Barona is Finland’s leading company in recruitment and HR. Our established processes, staffing pools and workforce turnover forecasting models ensure there are always the right number of skilled people on hand in your service centre.

We measure everything that can be measured. As a client, you can follow our work and results in real time through reporting tailored to your needs. Data also drives our day-to-day management in the service centres.

Processes developed through tens of millions of customer interactions deliver value quickly for every client. Where needed, they adapt to the specific requirements of your industry or your customers.

Consistent Finnish service quality across locations

Our service centres in Finland, Sweden, Poland and Spain are all managed according to the same Finnish standards. A unified management and operating model means that expanding to a new service language or one of our other service centres is straightforward for your organisation.

In every country, we operate in full compliance with local collective agreements and employment legislation.

THE TEAM BEHIND YOUR OUTSOURCED SERVICE

Service Professional

Your customers always encounter a skilled professional in every service channel. Whether it’s Service Desk tickets, billing queries, first-line support or sales-driven customer service – they work towards clear targets and track their own results.

Team Lead

The frontline manager of the service team, responsible for day-to-day operations, supporting team members and coaching them to succeed and develop their skills.

Service Manager

Owns the client relationship and acts as the primary point of contact. Manages team leads and ensures consistently high service quality.

Service Centre Manager

Leads the overall operations of the service centre and ensures that even large-scale operations run seamlessly.

Continuous Development Support

Coaches and a development team work alongside the team to improve operations, utilise data and provide ongoing guidance – in the spirit of continuous improvement.

Client stories

Case Enfo

Enfo outsourced its end-user services to Barona with the aim of extending service hours and improving accessibility. The outcome:

  • Barona’s flexible operating model enabled rapid response to changes
  • Service hours were expanded to meet customer needs
  • Customer satisfaction improved significantly
Telia logo

Case Telia

Telia combined service development with skills strengthening. The partnership delivered:

  • Continuous improvement of service and staff
  • Better performance and responsiveness

Case Traficom

Traficom transferred a large part of its customer service to Barona. The result:

  • A multi-channel, multilingual service model
  • Shorter individual interaction times
  • Improved resolution capability

Pricing – what does a service centre solution cost?

All pricing models are designed in collaboration with the client, aligned to their objectives and budget.

Hourly rate

€/hour

Suited to ongoing customer service or specialist work where volumes vary.

Per-Transaction

€/transaction

Pricing based on tickets, contacts handled or customer interactions. An effective option for managing volume fluctuations.

Monthly fee

€/month

Clarity and predictability for your budgeting. Well suited to large-scale operations and round-the-clock service.

Performance-Based

€/achievement

A model tied to KPI targets, with a focus on impact and results

Get in touch

Let’s explore together how an outsourced service centre could work for you. Leave your contact details and we will be in touch shortly.

How our service centres can help

Outsourced Customer Service

Outsourced Customer Service

Sales Outsourcing

Sales Outsourcing

IT Services & Help Desk

IT Services & Help Desk

Frequently asked questions about service centre solutions

Yes – we can scale the solution flexibly to suit your needs. Partnerships often start in a controlled, phased manner with a pilot that tests the operating model, service quality and response time improvements. This approach works particularly well when the aim is to build a long-term, evolving partnership.

We use a clear transition model that ensures a smooth, uninterrupted handover with no impact on customer experience.

Service quality is measured through KPIs, customer satisfaction surveys and real-time reporting. Results are reviewed regularly together with the client.

We provide service in Finnish, Swedish and English – and in other Nordic and European languages where required.

Yes. We offer round-the-clock service where your business requires it.

Every team member receives comprehensive onboarding for their role and ongoing coaching to support skills development.

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