Esports
Engagement solutions for the new generations of fans.
OTT
Fan Engagement worldwide for on-line Sports & Entertainement.
Engagement solutions for the new generations of fans.
Fan Engagement worldwide for on-line Sports & Entertainement.
You look after the Racing - We will look after your Fans.
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WPG Racing Solutions (WPGRS) provides Fan Engagement and Contact Centre solutions for the Racing Industry – OTT and Esports. The Esports Market is expected to triple from its current size into $1.63 billion industry by 2020.
Despite the dynamic growth Esports , the Industry is still in it infancy and there remains a lack of infrastructure and “back-office” processes to support the Fans.WPG RS is the first company that is focusing on building infrastructure and providing 365 support for Esports.
We are positioning ourselves to become the leader in Esports Fan Engagement to the major leagues event organizers, sponsors and publishers.WPG Racing Solutions was selected as one of the Top-3 BEST Small Contact Centres in Europe by its peers at ECCCSA 2018 (ECCCSA – European Contact Centre & Customer Service Award)
• We are a Canadian owned company with operations based in Bucharest, where we have a well-educated, multilingual staff and currently provide services in multiple languages.
• We are the Fan Engagement contact Centre for Formula 1 and helped them launch F1-TV their OTT service this year – we support them over 100 countries, multiple languages, 365. Formula 1™️ is a key customer of WPG Racing Solutions under a multi-year contract and give us credibility with our plan and potential new customers.
• We are a bespoke provider whose business focuses on support for the OTT, Racing and Esports Industries. We build Premium services specifically for our customers and pride ourselves on developing a team culture that aligns with their services and fans.
• We are focused on Fans Engagement and support infrastructure.
• Robert Spekman, our G.M., has 25+ years’ experience at all levels. His background includes managing LEGO’s Worldwide Contact Centre in 12 languages and has brought their “best practices” and process to our company. He and an extensive background in work force management and event planning for Sports Events. He is fluent in English, German and Dutch.
• We have developed our own IP support software including an “Fan omni-channel support system” and a “Quality Scorecard” System – both of which are used by Formula 1.
• The Canadian Government works closely with us on growth and have provided us expansion financing through EDC, Export Development Bank and BDC Business Development Bank.
We align your Business Process with an Omni-channel Fan Engagement and contact centre
solution for all your OTT - B2C & B2B needs.
• WPG-RS is passionate about Brand Management, Support and Protection through Fan
Engagement focusing on for the OTT, Esports & Racing Industries.
• WPG-RS is a bespoke provider of Omni-channel contact centre solutions – that are unique
and scalable.
• We build business processes that align with the culture of our customers.
• An Engaged Fan is a Happy Customer! Our Customer Engagement and support opens up more
opportunities for our customers to monetize their services to the B2C consumers & B2B
businesses.
We are an omni-channel solutions provider with a multi-language, well-educated staff that are
highly trained and engaged.
• We are located in Bucharest, Romania with 2 locations and space for 300 staff including a multi-
purpose 25 seat Training Centre.
• We are the Formula 1™ Omni-channel Contact Centre supporting their fans in 100+ countries,
multiple languages, 365 days a year.
• We are Canadian owned and have support from BDC, the Canadian Government’s Investment
Bank to help us expand our business.
• In 2018, ECCCSA we were selected as one of 3 BEST Small Contact Centers in Europe.
• Our G.M. previously ran LEGO™️ worldwide - bringing their “best practices” and ”customer first”
culture to our company.
1. We focus on core competencies
• WPG takes care of your customers. We deal with the mundane to the most difficult & disruptive business functions - allowing our customers to focus on their core business.
2. Benefit from proven processes
• We are an award winning contact centre with proven processes and experienced management that provide a high quality of service on behalf of our customers.
3. Reduce staffing, recruiting, and training costs.
• Operating expenses of an internal, (de-)centralised solution with a worldwide mandate add up quickly. We reduce operating costs, eliminate hard to manage functions and improve efficiencies for our customers.
4. Specialized skills and value
• WPG is a specialized Contact Centre for the OTT & Esports industry, with an impressive
multi-lingual & multi-skilled talent pool at a lower cost.
5. Provide scalable support
• Growth can strain internal resources. WPG provides a flexible scaling model that is tailored to our customer’s needs while removing the burden and cost of recruiting/training/employing
full-time and temporary staff in short periods of time.
Omni-channel Solutions -
Going beyond Customer Support
There is NO ONE SINGLE CONTACT SOLUTION used around the world – every Country, Language, and Culture have different “favourite” methods to chat with each other and these methods change and evolve every year.
WPG – will create an Omni-channel solution for customers that will:
• Encompass all the traditional channels customers current employ.
• Embrace and offer the new contact channels used by Millennials and many of today’s fans.
• Evolve and offer new methods of contact as they emerge.
• Through our own proprietary SW – we collect valuable insight and information to help our customers monetize the products & services.
• Traditional Channels include: Voice with local access in multiple countries, Email and Chat
services, such as: Web Chat, Skype, FB Messenger, Instagram, WhatsApp and WeChat.
• Millennials, especially Esports and X-Games Fans are using many new channels to communicate, including; Twitch, Discord, Steam and Reddit.
• Introducing a fully “Inclusive” omni-channel solution with a team that can support; local, regional and worldwide programs in multiple languages.
• Providing marketing and sales skills sets along with Fan Support, delivering an economical and
scalable solution.
Staff Skills
• We build a culture for our customer with the teams we recruit, retain and motivate.
• Train and develop senior agents to be able to train/mentor other junior agents as needed
• Readily available for ramp up/ramp down to mange events and schedule peaks.
• Offer 9 languages and more can be added as required.
• We support our customers internal departments with skilful staff to work with their B2C & B2B channels.
• Improve productivity through working together and setting high KPI’s with a tight roadmap and
quality scorecard system.
Our Commitment – Project Management
• Our 2 facilities can hold over 100+ agents on each shift, so you can easily benefit from a “one
stop shop” with proper management to scale on any vertical.
• We embed and integrate our organization with yours, your culture, and your customers expectations.
• We help you monetize your services by promoting and selling your services & products with in
and outbound sales team, enter new markets and cross sell to current ones.
• We continue to invest in infrastructure and security, upgrading continuously so that the data of the customers is well secured.
• Build up software systems that can benefit the business.
WPG Racing Solutions (WPGRS) provides Fan Engagement and Contact Centre solutions for the Racing Industry – OTT and Esports. The Esports Market is expected to triple from its current size into $1.63 billion industry by 2020.
Despite the dynamic growth Esports , the Industry is still in it infancy and there remains a lack of infrastructure and “back-office” processes to support the Fans.WPG RS is the first company that is focusing on building infrastructure and providing 365 support for Esports.
We are positioning ourselves to become the leader in Esports Fan Engagement to the major leagues event organizers, sponsors and publishers.WPG Racing Solutions was selected as one of the Top-3 BEST Small Contact Centres in Europe by its peers at ECCCSA 2018 (ECCCSA – European Contact Centre & Customer Service Award)
• We are a Canadian owned company with operations based in Bucharest, where we have a well-educated, multilingual staff and currently provide services in multiple languages.
• We are the Fan Engagement contact Centre for Formula 1 and helped them launch F1-TV their OTT service this year – we support them over 100 countries, multiple languages, 365. Formula 1™️ is a key customer of WPG Racing Solutions under a multi-year contract and give us credibility with our plan and potential new customers.
• We are a bespoke provider whose business focuses on support for the OTT, Racing and Esports Industries. We build Premium services specifically for our customers and pride ourselves on developing a team culture that aligns with their services and fans.
• We are focused on Fans Engagement and support infrastructure.
• Robert Spekman, our G.M., has 25+ years’ experience at all levels. His background includes managing LEGO’s Worldwide Contact Centre in 12 languages and has brought their “best practices” and process to our company. He and an extensive background in work force management and event planning for Sports Events. He is fluent in English, German and Dutch.
• We have developed our own IP support software including an “Fan omni-channel support system” and a “Quality Scorecard” System – both of which are used by Formula 1.
• The Canadian Government works closely with us on growth and have provided us expansion financing through EDC, Export Development Bank and BDC Business Development Bank.
Job Overview This is truly an unique career opportunity to join our F1™ team and work with the best fans and the “fastest” company in the world! We are currently looking for a Full Time FRENCH or GERMAN speaking customer service representative. As a Customer Service Rep, you will be the one representing one of […]
Want to see the F1 ™ live races all around the world while helping fans getting an awesome experience too? Even if you are passionate about F1™ or not, this is truly an unique opportunity to work with one of the most famous brands in the world and one of the best contact centers in […]
website: www.battlegroup.ro
e-mail: dpo@battlegroup.ro
Simply “saying” you provide customer service isn’t good enough to support Racing and eSports. Fans are knowledgeable, zealous and very passionate. They expect equally engaged agents that “speak their language”. For them we are developing a team of agents that are also “super-fans”.
Our commitment to the OTT, Esports and Racing Industry extends far beyond hiring agents to respond to simple questions and challenges.
• Our commitment to Training programs quickly bring new agents “up to speed”. We have our own senior Trainer that focuses on our customer’s services but includes training on the unique soft-skills required to deal with Racing and eSports Fans. We have a mentorship program where new agents are coached and work with our more senior staff and team leaders. We believe training is an ongoing commitment and bring in outside guest trainers as well as sending our staff to outsourced training programs.
• We have developed our own “Quality Assurance–Racing Score Card” that grades our agents on more than simply KPI’s and quantity. We believe a Racing and eSports Agents should be graded on their “track performance” where the quality of their interaction with the Fans is not simply how many calls or chats they answer.
• Our services include a wide range of support for inbound chat/email and voice service and outbound includes interacting with the fans for sales and service.
• We provide a low cost world-wide Telecom Network through our sister company Encore Telecom who manages a telecom network that processes over 200 million minutes annually. We provide inbound local and 800 toll-free numbers from over 100 Countries and through their relationship with large Telco’s in each country it can be extended to building a high-speed data and equipment colocation in .99999% up-time facilities across the globe.
• Our support extends to Social Media Support, Merchandise Sales and Travel Services.
• Our commitment to our Customers extends far beyond simply hiring our own staff. Our unique embedded staff – managed service support for our Customers that wish to hire their staff in Romania.
We provide Fan Engagement and Contact Centre Solutions.
• Omni-Channel B2C and B2B communications with yourFans and customers of OTT, Racing, iGaming and Esports.
• Communication with Fans through; voice, variousforms of chat platforms, email and social media.
• We provide our customer a high level of servicewith Industry leading KPI’s.
• Multilingual support in 8 languages: English, Spanish, German, French, Russian. Italian, Arabic and Romanian.
• A bespoke service that builds a premium servicethat aligns with our customers products and services.
• A team culture dedicated to our customer’sproducts and services.
• We have created our IP and Software “TroubleTicketing” system on the Zendsek platform as well as an Agent Quality Scorecardto better serve the Fans. We provide our B2B Customer with timely and critical information for them to identify issues with their system for faster resolution.
• Our “sister company” in Bucharest, EncoreTelecom operates a world-wide telecom network and we offer our customers LocalDID and Toll-Free number support for the “Contact-Us” page form over 100 countries.
Developing and supporting an OTT or eSports program requires manpower and money– allot of it! For our Customers we offer a unique embedded staff – managed service support that wish to save money and find talent by hiring their own staff in Romania.
Programmers are expensive, especially in Western European and North American Countries. Romania has become a fast-growing international hub for many of the top Technology and IT Companies with tens of thousands of Romanians employed as S/W programmers and tech support.
Hiring Technical staff in Romania can literally save a company hundred’s even millions of dollars. Romania still has a lower cost Eastern-European wages base but unlike other Eastern European countries that have been popular for developers, it is a member of the EU with stable banking and infrastructure. There are a large number of Technical schools within 30 minutes of WPG Racing Solutions office to draw from. Romanians have a reputation as excellent S/W developers. Just as important, are also known for their loyalty and hard work, an important consideration when even a single staff member leaving can cripple product development and cost $10’s of thousands in delays.
Enhanced Support Services includes:
• Assisting in the Job Placement – interview and hiring processes for full-time, part-time and consultants.
• Accounting, Banking and Legal Support.
• Office Space and facilities to work in.
• Internet, VPN and Telecom Support on-site.
• Equipment Purchasing Support from local vendors.
• WPG RS – Supervision Monitoring.
• Use of our Training Facilities by your own trainers.
• COST+ Hiring option on WPG RS’s own payroll if required.
Check out the video that describes our facilities the best. Here’s a hint:
• Our Agent area is equiped with ‘Racing Chairs” and a majority of staff work on Laptops to allow them to work in a variety of places in the office depending on the circumstance.
• The culture we foster is “fun and competitiveand there is a Winners 1st-2nd-3rd Podium where top performing agents stand tobe acknowledged by their peers after each race or event.
• We have a REAL F1 Race Car Simulator as used by the professional Esports Racers.
• There is a staff lounge for our agents to relax and have meals. Equipment with video games.
• Even the Lockers look like a giant Formula 1 Car and the coat racks like Race Winners on a Podium.
We provide Fan Engagement and Contact Centre Solutions.
• We are a Canadian owned company with operations
based in Bucharest, where we have a well-educated, multilingual staff and
currently provide services in multiple languages.
• We are the Fan Engagement contact Centre
for Formula 1 and helped them
launch F1-TV their OTT service this year – we support them
over 100 countries, multiple languages, 365.
• We built a custom facility dedicated
to “everything Racing” and 25 seat agent training centre.We are a bespoke provider whose business focuses on
support for the OTT, Racing and Esports Industries.
• We build Premium services specifically for our customers and pride ourselves on
developing a team culture that aligns with their services and fans of our
customers.
• We are the first company that has recognized the
need for high quality support for the Esports Industry and are focusing on
building Fans Engagement Teams and support infrastructure.
• Robert Spekman, our G.M., has 25+ years’ experience at all levels. His background includes managing LEGO’s Worldwide Contact Centre in 12 languages and has brought their “best practices” and process to our company. He has an extensive background in work force management and event planning forSports Events. He is fluent in English, German and Dutch.
• We have developed our own IP support software including an “Fan omni-channel support system” and a “QualityScorecard” System – both of which are used by Formula 1.
• The Canadian Government works closely with us on growth and have provided us expansion financing through EDC, Export Development Bank and BDC Business Development Bank.
ANNOUNCEMENT WPG Racing Solutions, (WPG-RS), announced today that it has been selected as a Triple Nominee Finalist for the ECCCSA – European Contact Centre & Customer Service Awards. The three award categories include: • CONTACT CENTRE of the YEAR – Small• BEST NEW CONTACT CENTRE• BEST OUTSOURCING PARTNERSHIP – Formula 1® & WPG Racing Solutions […]
SUBJECT: BEST CUSTOMER TAILORED SOLUTION AWARD WPG Racing Solutions SRL, (WPG-RS) located in Bucharest, Romania is delighted to announce that it has won the Best – Customer Tailored Solution award at the annual Romanian Contact Center Awards held last evening for the Romanian Contact Center Industry. The award recognizes the outstanding custom-tailored contact centre solution […]
ANNOUNCEMENT WPG Racing Solutions SRL, (WPG-RS) located in Bucharest, Romania is proud to announce that at the 2018 ECCCSA Awards ceremony it was selected as one of the Top-3, BEST Small Contact Centres in Europe and awarded the Bronze Medal. WPG Racing Solutions is the worldwide contact centre for Formula 1™. It provides year-round fan […]
ANOUNCEMENT World Phoning Group Inc., based in Toronto, Canada, announced that its wholly owned subsidiary, WPG Racing Solutions SRL, (WPG-RS) located in Bucharest, Romania has been selected as a “Finalist” for the ECCCSA – European Contact Centre & Customer Service Awards; • EUROPEAN CONTACT CENTRE of the YEAR-SMALL CENTRE CATEGORY WPG Racing Solutions is the […]
Wayne Silver - President and CEO
The Owner, President and CEO of WPG is a successful entrepreneur, also President of Encore Telecom Inc. and President of Navatalk. In 1994 he also founded Phonetime a USD 300 Million public company (TSX:TEL). He has tremendous experience in Telecommunications, the Photo/Video and Spa Industries. He has strong skills in growing start-ups, in marketing & branding, as well as in business development and sales. Wayne is a Professional Electrical Engineer that has built over a dozen companies during his 35+ years career.
He has embraced Bucharest and Romania following his marriage to a Romanian-origin woman and he has become a leading foreign employer in the country over the past 5 years.
General Manager and Business Developer, with strong background in marketing & sales, customer care. During his 18 years work experience, he have been involved in business grow up from the green field to mid size in different companies.
Implemented technology, improved processes and procedures, optimized costs for penetrating new markets, retaining customers and getting more value for each of the customers.
Passionate about customer journey mapping, learning about technology, methods and tactics to improve the multichannel operating arena in which customers want to interact today and for the future.
Joined, WPG in March 2018 to lead the F1 Team.
He will have overall responsibility for “everything F1”.
Over 25+ years experience working at all levels of Call Centre, starting his career as an Agent and working his way to senior management including being partners in his own Call Centre.
For the past 3 years he has been working in Scotland with a team of 100 agents working on a program that had similarities to F1, wherein he had to manage “events” and wide fluctuations in staffing and shifts. Previously, he was the Manager of LEGO’s Call Centre for 3 years where he managed teams speaking 12 different languages. LEGO is the World’s #1 rated Brand and the best example of what WPG aspires to achieve with its F1 Team!
He was born in the Netherlands and is fluent in Dutch, English and German.