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Case Study

Sofica Group consolidated its position as a leading business process outsourcing vendor in Bulgaria through the acquisition of BTC’s International Contact Center.

On August 12, 2008 Sofica Group and BTC, Bulgaria’s biggest telecommunications company, finalized the Sofica Group’s acquisition of BTC Contact. Under the deal Sofica Group will own 100% of BTC’s international contact center.

“We are very happy with this deal. Through this merger, Sofica Group will consolidate its leadership in the Bulgarian market of business process outsourcing. The scale and integration of the best capabilities from the two companies will allow us to provide our customers with unmatched by the competition quality and breadth of services.” – Stefan Bumov, director of Sofica Group.

The International Contact Center was created by BTC in 2004 and shortly it was one of the leading in the country. The center has served companies such as MoneyGram International and AIG. At the time of acquisition, BTC’s contact center had around 100 employees.

Mr. Stefan Bumov added: “Right now we are working on the teams’ integration. We are conducting a business processes audit of BTC Contact and after its completion, we’ll develop a strategic plan for merging the company’s processes into Sofica Group. We estimate this process to be completed in 3 to 6 months. Initially, we’ll keep the two operations physically separate - Sofica Group’s contact centers are situated in Business Park Mladost while the International Contact Center is in downtown Sofia. We’ll make changes to the business processes only after a thorough analysis. This deal is an important step in our quest to build a leading regional business processes outsoursing company and therefore it’s more likely to expand the workforce than to look for merger sinergy.

As a result of the acquisition, Sofica Group’s management anticipates that until the end of 2008 the company’s headcount will be more than 400 people. The company is also planning a new contact center site.

Contacts

  • Phone: +359 2 400 8500
  • Fax: +359 2 400 8502
  • Address: Business Park Sofia, bldg 3, Sofia 1766, Bulgaria