In 2002, Aydın Orucov founded Wilstream in Moscow without any foreign investments. It became one of the first professional outsourcing call centers in Russia and the CIS.

Initially, the company had only 12 employees. Over 20 years, successfully overcoming two global crises and a pandemic, Wilstream has grown 200 times and now operates 5 offices in Moscow and Nizhny Novgorod with over 2,300 employees and 1,500 workstations. In 2020, the first international branch with 370 seats was opened in Baku.

Benefits of an Outsourcing Call Center

According to Aydın Orucov, a professional outsourcing call center is a powerful tool to increase company turnover and profits. It provides:

• 24/7 support – handling calls at any time and preventing customer loss.

• Telephone sales – utilizing existing or potential customer databases to generate additional revenue.

• Customer satisfaction and analytics – collecting and analyzing complaints to improve service quality.

• Scripted professional communication – increasing average sales performance.

• Feedback and surveys – identifying reasons for purchase refusals and offering solutions.

Costs and Efficiency

• For small companies, services start at 300 AZN per month.

• For large businesses, monthly costs can reach several thousand AZN, but this is still more cost-effective than building an in-house call center (employee salaries, office rent, licenses, training, etc.).

• Wilstream provides ready infrastructure, a professional team, and 24/7 service according to international standards.

Technology and Modern Approach

• Wilstream supports calls, social media messages, and messenger inquiries.

• All communications are stored in CRM, ensuring no customer data is lost.

• This approach makes a loyal customer 70% cheaper to maintain and 33% more profitable.

Relevant Services for Azerbaijani Businesses

The most relevant services include: technical and customer support, telephone sales, virtual reception, customer surveys, sales department audits.

Wilstream already cooperates with internet providers, restaurants, real estate agencies, taxi companies, clinics, and financial institutions in Azerbaijan.

Advice for Entrepreneurs

• Experiment frequently – in sales, technologies, new products, and market expansion.

• Maintain a strong reputation – a key factor in today’s competitive environment.

• Invest in customer service – as 75% of customers leave due to poor service.