At TeleCentrum, steadily

TelecCentrum has been supporting small and medium-sized telecommunication operators from all over Poland for years, relieving the workload of local customer service offices. Thanks to this, phones are answered around the clock, and calls are conducted precisely according to the client's instructions.

In March 2026, the total number of calls received by TeleCentre reached 1,720,579 calls.

– We currently receive around 20,000 calls a month, and I'm surprised myself how their total has grown over the years. – he/she says Marcin Pilak, project coordinator. – I would describe our company's situation as stable. Recently, we signed an agreement with Active Rehabilitation Foundation (FAR) regarding the continuation of cooperation.

FAR pays for internships in practice, some of which then translate into permanent employment for agents. It's a system that brings concrete results and is beneficial for all parties involved.

– We also cooperate on a similar basis with the Aktywizacja Foundation. Everything depends on what kind of internship a given organization can offer. – explains Marcin Pilak. – It also often happens that the foundation recommends someone to us, and we hire them immediately, if, of course, everything aligns with our expectations. Then, it's initially one or two fixed-term contracts, meaning up to three months. Quite often, these individuals stay with us longer..

However, this does not change the fundamental trend – turnover at TeleCentrum persists, albeit at a lower rate. For several years now, fewer people have been quitting immediately after training. On the other hand, some individuals who gain new competencies, experience, and confidence in interpersonal interactions thanks to TeleCentrum decide to move on.

As we learn, TeleCentrum has also currently abandoned voice bot testing. The main reason for this was the operators' doubts. Studies consistently also indicate that human empathy is valued more by customers than artificial intelligence. Most small and medium-sized enterprises (SMEs) still maintain relationships with users by running a local office where customers pay bills, inquire about current offers, or ask for technical support. Contact with another human is still valued.