Armatis

From call centers to contact centers

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Call centers or contact centers ? Sometimes used in a similar way, those two words needs however to be distinguished as they show an evolution on our jobs.

From call centers, we  went to contact centers. A contact center uses, in addition to the telephone, several communication means which are nowadays available to make contact and being contacted.

 

Nevertheless, as Denis Akriche highlights « What we produce for our customers is high quality time of speech, with an objective of creating value for their company »

The telephone activity stays our core business, but tagged along with a group of complementary communication tools, allowing the customer to pick up the tool he feels the most comfortable with.

Job Evolution: Towards multi-channel strategies

Being both actors and analysts of the call center sector for over 21 years, we have made our job evolve in order to adapt to our markets demands. The study of consumer’s behavior has always been our starting point to develop strategies allowing maximizing our chances to get in touch with him, at the most strategic moment.

Human challenges: Managing performance and developing team’s motivation at the same time

In a field where working force represents 75% of the turn-over, capitalizing on men and on our co-workers’ diversity is our challenge, and even our duty. Armatis employs 3500 people and recruits each year several hundreds. Proud to develop employment in our regions, we are also aware of the social responsibility we should carry.

Technological means

The evolution from call centers to contact centers has also had an influence on technology. Its adaptation occurred in two different ways: by integrating multi-channel strategies and by developing techniques allowing improving efficacy on inbound and outbound calls.