"La satisfaction de vos clients sur toute la ligne"
Armatis
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.
Several years ago, fix telephony was the unique tool we possessed to create interaction.
Today, taking into accounts new technologies in the customer’s relation definition has enlarged our action perimeter: from a mono-canal mode (inbound and outbound calls) we are now in a multi canal communication strategy.
The customer, on the one hand more demanding because of the offer multiplication has as well become harder to reach: more busy and mobile.
As a matter of facts, being able to reach him at the best time thanks to the most adapted communication tool is at the very core of our strategy.
Besides the classic inbound and outbound calls activities, we have integrated chat and we are currently developing social network solutions and mobile phones applications.
Regarding our back office activities, mail comes today with emails, sms, with objectives on treating-time always shorter.
In conclusion, if today we talk about contact centers, and not call centers anymore, it is due to the enlargement of our communication tool box, but also to a strong will to touch the consumer and to establish a high proximity contact with him.