… is the central pillar in your
relations with customers.
Listening and the satisfaction of requests
are key elements of the service.
All focused on building loyalty
and developing the Customer Experience.
«Business that work hard on retention marketing, on keeping their customers, see a 95% increase in profits.»
Harvard Business School survey.
The motivation and training
of telephone professionals
is the key to good service
Average age: 32
Monthly rewards for the best performers
Processes and certified
All activities are covered by service documentation
The «Service Design» and the «Operational Procedures» underpin all services
Service is checked in real time and ex post
The inbound service is certified 18295-2017
Contact Center Certification
Response rate: 95,6% within 30 seconds
Service availability: 99,99%
Give-up rate: <4%
Accuracy of load forecasts: >94,5%
Control panels updated in real time
Redundant systems, processes and procedures make it possible
to deal withcountless surprises in the provision of services.
Service continuity over the past three years has been 99,99%.
Not one call was lost in the changeover to Remote working.
Activation and management of toll-free and special numbers
Interactive navigation trees
First- and second-level services
Recording of calls (privacy code compliant)
Foreign language personnel
Flexibility: management of overflow customers, just evenings or 24/7
Automated survey systems