About Us

  • About Us

    We are a One Stop Shop multilingual customer interaction & BPO provider, meeting the customer care needs with excellence and transparency.

About us

Our story

Pontica Solutions was founded in 2013 by experienced professionals in Business Process Outsourcing industry. Since, we have managed to create a sustainable and people-oriented team and concentrate our expertise. Starting with one client and growing consistently gave us the advantage of understanding how important the personal approach is, and keeps motivating us to achieve the best results for our partners while maintaining a healthy working environment.
We work with young, educated people with understanding of new technologies and global marketing trends.

Our mission

We at Pontica Solutions are a group of strong and diverse individuals unified by a clear common purpose - to deliver excellence and high level of customer satisfaction.

Our vision

The executive team, hand-picked for their experience in business process outsourcing, strongly believe that as long as the focus is on the customer all else will follow. Our constant strives to build an open and honest relationships with our clients allow us to maintain a highly transparent ambience. We cherish our clients’ feedback and look at it as an opportunity to improve. We confront failure openly and support innovation by empowering our team members.

Where we are?

With its educated labor pool and a strong international language base, in combination with the cost efficiency for companies, Bulgaria is finally giving an answer to the “cost or quality” common dilemma for companies considering BPO services.
For one year Bulgaria moved up 11 places in the C&W BPO rankings to the outstanding 3rd place for outsourcing destination and is establishing itself within the BPO market.

Our offices in Sofia, Bulgaria are providing a healthy and happy working environment and for the credibility of our systems, our site is earthquake proof, and have electrical independence.
We maintain secure office access through personal access badges with 24/7 guard surveillance and video cameras.

We believe in our values

Clients come first

We are all passionate for growth; therefore, we believe in efficiency and understand that bringing success to our customers is the best testimonial one can ever get.


At Pontica Solutions we are all owners – for us “Great” is simply not good enough!
We keep ourselves accountable and put our personal and professional reputation at skate on the excellence of our work.


We respond with a sense of urgency and always look to building an open and honest relationships with communication.


We have managed to build a positive team and a true family spirit. We are at constant strive to keep our teams happy as an engaged and happy team equals happy customers.

Our culture

We deliver results

Our expertise

  • We Deliver Quality: we have high standards and proven practices that help us select the right agent profile in order to reach top quality results;
  • Experience in the e-Commerce industry: we understand the need and can advise on different self-service solutions, marketing tools, payment instruments and outbound campaigns to monetize your business better. We have in-depth understanding of the e- Commerce customers and the specifics of the industry;
  • We have developed efficient communication procedures between Vendor and Client;
  • Reporting analysis – we can produce detailed analysis of our performance which makes us extremely transparent

Performance management

  • Continued trainings: we are constantly striving to improve our services through variety of different training programs;
  • Development programs: We keep our promises! We develop our team members to help them adapt to the constant change in our clients business needs and market trends
  • Coaching: we empower our most experienced agents and let them mentor

We deliver results

Our highly effective training programs have turned our team members into professionals, who are capable of working with the customers of our clients and:
  • Increase conversion rate
  • Improve Customer retention
  • Optimize customer interactions
  • Increase customer acquisition
  • Improve customers loyalty