Our goal is for every client to feel that behind every call is a team that genuinely cares for them.
— Stefan Stojanović, Director of the Balkan Migration Call Center
The Balkan Migration call center in Pirot serves as the heart of the company’s client communication. This is where every consultation and conversation begins—helping people find security, information, and support in migration procedures.
We spoke with Stefan Stojanović, call center director, who shared more about the team’s mission, the values guiding their work, and future development plans—including a new national toll-free number that will make communication easier for all Balkan Migration clients.
Mr. Stojanović, could you briefly introduce yourself to our readers?
My name is Stefan Stojanović, and I am the director of the Balkan Migration call center in Pirot. My main responsibility is to ensure that every client interaction is professional, efficient, and built on trust.
How did your professional journey begin, and how did you join the Balkan Migration team?
I started my career in customer support, gaining valuable experience working directly with people. I joined Balkan Migration because we share the same vision: helping clients exercise their migration rights in a simple and secure way.
What exactly does your role as call center director entail?
My role includes organizing and coordinating the team’s work, monitoring the quality of client communications, and training operators. I ensure that every call is handled professionally, but also warmly and empathetically.
What is the core mission of the Balkan Migration call center?
Our mission is to provide clients with reliable information and support throughout the entire migration process—quickly, accurately, and with understanding.
What are the most common questions your clients ask by phone?
Clients most often ask about citizenship requirements, visa regulations, necessary documentation, and processing timelines.
How important is it that the first contact with a client is both professional and empathetic?
Extremely important. People who contact us are often stressed or uncertain about the process, so it is our duty to be both experts and empathetic.
How do you prepare your operators to work with clients under stress?
We organize regular training sessions and workshops focused on communication skills, patience, and understanding. The key is a calm and supportive approach.
How do you maintain your team’s motivation and professionalism?
Motivation is built through a positive atmosphere, mutual trust, and clearly defined goals. It is important that each team member feels their contribution truly matters.
What qualities must a good call center operator possess?
Empathy, precision, patience, and clear communication. Operators must understand the client while remaining professional and focused.
Is there a moment in your team’s work that you are especially proud of?
I am particularly proud of when we helped a family who had struggled for a long time with citizenship paperwork. Thanks to our joint effort, we resolved everything in record time, showing that our work truly changes people’s lives.
How does Balkan Migration differ from other companies offering migration services?
Through professionalism, a serious approach, and genuine care for the client. Each person receives individual attention because every case represents a unique life story.
What values guide your team in everyday client interactions?
Empathy, accuracy, trust, and discretion—these are the pillars on which we build long-term relationships with our clients.
Can you share an example of helping a client in a particularly difficult case?
One client had incomplete documentation for obtaining citizenship. Our team coordinated every step and successfully guided her through the process without mistakes and in record time.
How do you see the development of the call center in the coming years?
Our goal is to continue growing, strengthening the team, and improving communication quality. We aim to remain recognized for reliability and high-quality service.
We are currently working on expanding the call center—soon introducing a national toll-free number accessible to all our clients. In the future, the call center will also provide support for other services beyond migration, which we will announce in due course.
What would you say to people seeking help with migration issues?
Know that you are not alone in this process. Our team is here to listen, advise, and guide you—safely, professionally, and with understanding.