Launching a hotline for the Office of the President of Ukraine in just one day is a real-life achievement by the Simply Contact team. While this case was extraordinary, in day-to-day operations, the company provides multilingual and multichannel support for international brands, including Wizz Air, METRO, and Yves Rocher.
Today, Simply Contact — which began in a small office in Dnipro — handles over 10 million requests annually. The company now boasts more than 600 specialists, dozens of clients, and steady growth built on well-established processes and a solid reputation in the service industry.
How has Simply Contact managed to scale without losing quality? How do they measure project effectiveness? And why do clients choose to work with them long-term? Find out in this feature by Scroll Media.
From a Dnipro office to the European market
In 2013, Simply Contact started with just 15 people in a Dnipro office and a few clients from the Ukrainian banking sector. The team focused on building operational processes, training specialists, and developing a basic support infrastructure.
Their development wasn’t a leap but a steady expansion — from new projects within Ukraine to international markets. Over the past 12 years, Simply Contact has opened offices in Poland, Moldova, Romania, Bulgaria, and just recently entered the UK. The new offices were established not just to mark locations on a map but as direct responses to specific client needs abroad.
With this expansion, the team has also grown. «Over the past year, we’ve significantly expanded — not only in numbers but in expertise,» says Ellina Bronnikova, CMO at Simply Contact. According to her, the company continues to grow gradually, hiring specialists only when new projects or the strengthening of existing ones require it.
Today, Simply Contact handles over 10 million annual requests. More than 600 agents provide support in over 20 languages across multiple time zones and industries. Their focus goes beyond basic communication — they aim to deliver a service that helps businesses grow and achieve measurable results.
Areas of work and clients: Who Simply Contact works with and how
Simply Contact supports clients in aviation, e-commerce, retail, fintech, ridesharing, tourism, IT, SaaS, and public administration, offering services in over 20 languages.
Key projects include:
Multilingual customer support for Wizz Air
The partnership with Wizz Air began in January 2020 and includes the full scope of customer support: phone, email, live chat, and group bookings. Service has been provided in ten languages, including English, German, Arabic, and Hungarian.
Wizz Air highlights Simply Contact as a flexible and reliable partner that adapts quickly to changes, takes on additional tasks, and proactively offers creative solutions that enhance performance.
Omnichannel communication development for Yves Rocher
Yves Rocher, the leading French cosmetics brand, has over 100 stores in Ukraine. To improve customer service for hundreds of thousands of customers, they partnered with Simply Contact.
The project involved handling inbound and outbound calls, processing orders, and providing consultations. The main requirements included personalized service, building trust, expert knowledge of Yves Rocher products, and service in Ukrainian.
Simply Contact implemented a shift schedule and offered 24/7 support. Thanks to their product knowledge and high engagement, the team achieved a 10% conversion rate on sales.
Supporting government initiatives
In early 2022, following the start of the full-scale invasion, Simply Contact launched five volunteer projects. These included the Cabinet of Ministers’ hotline (1545) and support for the charity Razom. One of the most impactful initiatives was launching a contact center for the Office of the President of Ukraine.
There were many urgent requests for help, and time was limited. Within just one day, Simply Contact launched the project from scratch — assembling a team of operators and supervisors and setting up 24/7 processing of high volumes of calls and requests. Despite regular air raids and limited infrastructure, the center operated quickly and reliably.
Team, processes, and corporate culture
Simply Contact takes a gradual approach to hiring, aligned with actual business needs and the pace of client base growth. This approach helps maintain project quality and operational flexibility.
The company fosters a culture of continuous improvement. If a team member spots a process that can be optimized, it is discussed and implemented, even if it reduces task volume (e.g., through automation or restructuring).
«This is part of our philosophy: we’re committed to long-term partnerships and finding new, effective approaches,» Ellina explains. The team doesn’t just complete client requests — they suggest new strategies and offer value-driven solutions. That’s why Simply Contact is entrusted with new projects and selected as a strategic, long-term partner.
They also measure performance with concrete KPIs:
- Customer Satisfaction Index (CSI)
- Service Level (SL%)
- First Contact Resolution (FCR)
- Utilization Rate (UR)
- Requests Per Hour (RPH)
- Average Handling Time (AHT)
Internal development: training, mentoring, and initiatives
Simply Contact has its own learning ecosystem, which includes courses, training sessions, mentoring programs, and ongoing soft and hard skills development.
Despite having a clear communication strategy, the team is encouraged to propose and test new solutions. From process innovations to internal initiatives, employee ideas are actively welcomed.
«We leave room for experimentation and new formats. It’s this balance of structure and flexibility that lets us adapt quickly to market changes,» says Ellina Bronnikova.
CSR as a part of corporate culture
«Social responsibility is a key part of Simply Contact’s identity. Alongside supporting the Ukrainian Armed Forces and rehabilitation programs for veterans, we back initiatives that help children, promote education, and encourage healthy lifestyles,» says Ellina.
The company regularly invests in education, both within its team and in local communities. «We run internal training programs, mentoring sessions, and skill-building initiatives. At the same time, we participate in charity projects, sporting events, and mental health awareness campaigns.»
In 2022, Simply Contact also faced a major challenge: maintaining operations across all projects during wartime. Not only did they succeed, but they also joined several major volunteer initiatives, including support for the Cabinet of Ministers, the President’s Office, and various charitable organizations.
These efforts earned international recognition: Simply Contact received the Best Crisis Management Approach award from the European Contact Centre & Customer Service Awards (ECCCSAs), one of the most prestigious awards in the field.
Other honors include:
- TITAN Business Awards Gold 2023 in the Contact Center of the Year category
- The Manifest Global Awards for top client reviews in call center services
- OA500 Award 2024, listing them among the top 500 global BPO companies
They also hold internationally recognized quality certifications:
- ISO 27001 (PIMS) – strong protection of confidential information
- ISO 27701 – robust personal data protection and privacy management
- PCI DSS – the highest level of security for credit, debit, and cash card transactions
Entering new markets
In 2025, Simply Contact is expanding into the UK. Already working with British clients and supported by a local manager, this step marks a new stage of development.
«Opening a local office will help us understand the market better and enable closer communication,» Ellina explains. Presence in the region is not just symbolic — it’s a way to integrate into the culture and business landscape. «We already have UK clients, and our presence here helps us deepen communication and adapt to local specifics. For us, this is a step towards long-term partnerships with companies that value reliability, flexibility, and high service standards.»
Simply Contact in facts:
- Operating since 2013
- Over 600 agents
- Offices in six countries
- Support in 20+ languages
- Clients include Wizz Air, METRO, Yves Rocher, Deloitte, and public institutions
- Multiple industry awards
- Strong internal training culture
- CSR is a core part of the company’s DNA