What are the different solutions that Intelcia offers?
Intelcia offers customer relationship management solutions, our business. For three years we have been offering outsourced IT services, with our IT Solutions division, as well as consulting services in customer experience and digital innovation, within the E-voluciona division. We are also in the process of industrializing the services provided within the group, and in particular we launched a BPO collection on the market a year and a half ago. Intelcia is today a global group of 40,000 employees, present in 17 countries.
Your SFR customer service transformation has recently been recognized, what does this mean to you?
SFR, one of our most important clients, won the Customer Service Representative of the Year trophy in the telecommunications sector in France. Being its only partner, we were fully associated with this achievement. This is an unprecedented consecration for a system of this size: 10,000 employees, in 8 countries -France, Portugal, Morocco, Cameroon, Ivory Coast, Senegal, Madagascar and Mauritius- with dozens of activities, commercial customer service, support technical, retention, loyalty, etc.
It is the culmination of a transformation begun six years ago by SFR. We had to set up sites in different countries, build their skills, and manage them. Our employees are expected to have the same enhanced customer experience performance no matter where they are. And to achieve this result, we have implemented an extremely rigorous model of operational excellence.
The main pillar of the success of this transformation is people. We invest heavily in the selection of employees, training, but also in our reception facilities. This job can be made available to any customer who has a similar setup.
How is this outsourcing market evolving?
One of the major changes is that customers now want vendors who are development partners rather than just implementers. Where historically we were in call processing, today we are expected to identify opportunities to build the business. Thanks to the daily interactions we have with millions of end customers, we are able to identify their irritants as well as failures in our customers’ processes.
In addition, we have seen an increasingly strong integration of technologies such as artificial intelligence in recent years. This promotes, among other things, a growing digitization of the simplest acts, and an increasingly important expectation of the employee to solve complex situations.
Finally, it is the duty of subcontractors to give meaning to the work of customer advisor and create a development environment for our employees. This, so that they enjoy doing this work and to attract new talent to the sector.
This content was produced with SCRIBEO. The BFMBUSINESS editorial team was not involved in the production of this content.
Source: BFM TV
