Our culture

Our culture

The happier our employees are, the happier they make our customers!
 
TELUS International Europe offers its clients and partners a unique value proposition, a coherent and deeply embedded set of values that lives and breathes in the hearts and minds of all our team members. Our values reflect a cultural bias toward investing in our people, their education and welfare and the communities in which we live, work and serve as part of a deeply ingrained belief that happy team members ultimately result in happy customers:
 
At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking and a caring culture that puts customers first.
 
We’ve created our value proposition by listening to our team members speak with enthusiasm and passion about what it is that makes our organization unique. In each one of our locations in Europe and around the globe, this value proposition is a reflection of what is being delivered to our clients and partners on a daily basis, and is not merely a poster on a boardroom wall.

Spirited teamwork

Spirited teamwork
  • Emulating and maintaining your brand & culture
  • Partnership culture
  • Collaborative process & management transparency
  • Strategic CRM culture
  • Best practice sharing

Agile thinking

Agile thinking
  • Six-Sigma focus, 70% of managers certified
  • Ability to lift and transform client processes
  • Organizing for and enabling exponential growth
  • One-call strategies
  • Process intelligence culture

Caring culture

Caring culture
  • People strategy focused on the individual
  • TELUS Days of Giving
  • TELUS International University
  • Corporate Social Responsibility
  • Community Boards
  • T-Life

Customers first

Customers first
  • Executive engagement
  • Highly engaged workforce
  • Industry-leading attrition rate
  • Measurement focus
  • Right-the first-time process improvements
Let's work together!

Locations and languages

Welcome to our Class A headquarters in Bulgaria and Romania!
 
Providing a positive working environment is our top priority, because we care about the well-being of our team members.
 
We have a constant focus on security. All TELUS International Europe delivery sites are earthquake proof, have electrical independence (through power generators and UPS on every PC). We maintain secure office access through personal access badges with 24/7 guard surveillance and video cameras.

TELUS International Europe is a multilingual contact center, BPO (business process outsourcing) and ITO (information technology outsourcing) provider, delivering high quality services since 2004. The company has almost 3,500 team members across seven delivery centers: Sofia and Plovdiv (Bulgaria); Bucharest and Craiova (Romania), as well as offices in Manchester and Cannock (England). TELUS International Europe offers contact center solutions, ITO and innovative customer service support for global customers in over 30+ languages. TELUS International Europe is a proud member of the TELUS International family.

TELUS International is a global business process outsourcing company with over 25,000 employees around the world, including in Canada, the United States, Europe, Latin America, and the Philippines. With over 175 million customer interactions supported annually via voice, email, chat and social media, across the telecommunications, utilities, high tech, gaming, finance, retail, e-commerce, travel and logistics, and health care industries, TELUS International enables customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. As the global arm of TELUS, TELUS International is backed by a leading national telecommunications company in Canada, with almost USD$10 billion of annual revenue and 12.6 million customer connections. For more information, please visit www.telusinternational-europe.com.

In less than ten years, we have become the leading European provider of multilingual contact center and BPO solutions and a proud member of the TELUS International family.

TELUS Days of Giving

TELUS Days of Giving, Bucharest, Romania – 2016 (5:21 minutes)
TELUS Day of Giving, Sofia, Bulgaria – 2015 (4:43 minutes)
TELUS Day of Giving, Bucharest, Romania - 2015 (4:32 minutes)
TELUS Days of Giving, Plovdiv, Bulgaria – 2015 (5:30 minutes)
TELUS Days of Giving, Craiova, Romania – 2015 (4:01 minutes)
TELUS Day of Giving, Bulgaria – 2014 (4:06 minutes)
Let's talk about games!

People

Xavier Marcenac
Xavier Marcenac
President Responsible for company strategy
Co-founder TELUS International Europe Bulgaria

Full profile
Philippe Ougrinov
Philippe Ougrinov
Vice-President
Responsible for Sales & Marketing
Co-founder TELUS International Europe Bulgaria

Full profile
Olga Egorova-Marcenac
Olga Egorova-Marcenac
Vice-President
Responsible for Operations
Co-founder TELUS International Europe Bulgaria
Country Manager Bulgaria

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Yann Bidan
Yann Bidan
Country Manager Romania
Co-founder TELUS International Europe Romania

Full profile
Grégoire Vigroux
Grégoire Vigroux
Director Responsible for Sales & Marketing
Co-founder TELUS International Europe Romania

Full profile
Xavier Marcenac
Xavier co-founded TELUS International Europe in Bulgaria, in 2004. A Member of the Board of Directors, his main role is to design and implement our company’s strategy in Europe. Xavier is also the main voice of TELUS International Europe within the TELUS International family we belong to.

Xavier is a graduate of the ENSEEIHT in France (with a Master’s Degree in Information Technologies), is a Certified Chartered Accountant (ACCA) and has an MBA degree from INSEAD in France. He is also a Member of the Securities Institute in London.

For Xavier, our motto CUSTOMER FIRST means: “Our family legacy and culture make the difference in a global company, because we are big enough to deliver and small enough to care. We have created a social and working environment that supports our belief in the equation: happy agents = happy customers.”
Philippe Ougrinov
Philippe co-founded TELUS International Europe in Bulgaria, in 2004. A Member of the Board of Directors, his main role is to make our company grow in Europe. He runs our Sales, Marketing, Communication and Solution Design teams.

Before founding TELUS International Europe, Philippe spent eight years working as a financial audit manager at PwC in France, Bulgaria and Romania. He was also CFO for the Cora Group in Serbia.

Philippe holds a Master’s in Economy (from Sofia University) and a Master’s in Marketing (ESCE, Paris); he is also a Certified Chartered Accountant (ACCA).

For Philippe, our motto CUSTOMER FIRST means: “We are driven by an innovative approach to better serve our clients: we believe that the real added-value of an outsourcing partner is in Business Transformation and Process Optimization. Therefore, we train all our leaders in Six Sigma and deploy leading-edge technology to enhance our clients’ businesses.”
Olga Egorova-Marcenac
Olga co-founded TELUS International Europe in Bulgaria, in 2004. Her role is to ensure our four European sites evenly deliver high performance as well as customer experience innovation through spirited teamwork and agile thinking. Olga also makes sure all departments are reaching their KPI and always put customers first.

Prior to joining TELUS International Europe, Olga spent four years working in audit for PwC in Bulgaria and London, followed by two years as financial reporting manager for UBS Warburg in London. Olga spent three years with GE Capital as head of European pricing. She is a graduate of the American University in Bulgaria and is a Certified Chartered Accountant (ACCA). She also holds an MBA from INSEAD.

For Olga, our motto CUSTOMER FIRST means: “Our primary goal and business value. Every interaction is a moment of truth in which we have the opportunity to delight a customer. And while we can manage the metrics better than any other outsourcer, that moment of truth is where we truly shine.”
Yann Bidan
Yann co-founded TELUS International Europe in Romania, in 2007. A Member of the Board of Directors and our Country Manager for Romania, his role is to make sure our client requirements are always met and translated into action plans for various verticals, focusing on customer service, client satisfaction and team engagement.

Yann also maintains a high level of morale and ensures that all our Romanian team members are led by example and mirror the Company’s vision, mission, values and expertise.

A graduate of INSEEC Business School, holding a Master’s in Financial Engineering, Yann worked in finance for five years, for the L’Oreal Luxury Division & Estee Lauder Groups in various countries: Spain, France, the United Kingdom and the United States.

For Yann, our motto CUSTOMER FIRST means: “If you know how to listen to your clients, serving them right will come naturally.”
Grégoire Vigroux
Grégoire co-founded TELUS International Europe in Romania in 2007. A Member of the Board of Directors, he is our company’s Sales Director and direct leader of our sales teams for several European countries, including France and Romania.
Grégoire also holds the position of Marketing & Communication Director at European level and is in charge of our company’s CSR policy.

Prior to joining TELUS International Europe, he gained experience at multinationals in the audiovisual industry in France, Romania and the United States. His qualifications include Master D2A (Paris Sorbonne), an MBA (ESG Group), and INSEEC Lyon Business School (with a specialization in International Business Management).

For Grégoire, our motto CUSTOMER FIRST means: “Our clients trust us to act as a seamless extension of their business and brand. Therefore, our mission is to reflect our clients’ culture and values in every single interaction we have with their customers.”